중국 뷰티 서비스 종사자의 감정노동이 직무탈진에 미치는 영향 - 감정부조화의 매개효과와 회복경험의 조절효과

Emotional Labor and Job Burnout in Chinese Beauty Service Workers: Mediating and Moderating Effects of Emotional Dissonance and Recovery Experiences

This study examined the impact of emotional labor on job burnout among Chinese beauty service workers, focusing on the mediating effect of emotional dissonance and the moderating effect of recovery experiences, based on Conservation of Resources Theory and the Effort-Recovery Model. A survey of 484 beauty service workers in Beijing and Shanghai was analyzed using structural equation modeling and multi-group analysis. The results revealed the following. First, surface acting had a significant negative effect on deep acting and a significant positive effect on emotional dissonance, while deep acting had a significant negative effect on emotional dissonance. Second, emotional dissonance had a significant positive effect on job burnout and fully mediated the relationship between surface acting and job burnout, with the serial mediation effect through deep acting also being significant. Third, recovery experiences significantly moderated the relationship between deep acting and emotional dissonance. This study contributes to the literature as the first systematic empirical research on emotional labor among Chinese beauty service workers, identifying the sequential resource loss pathway leading to job burnout. Practical implications include reconsidering emotional display rules, developing deep acting training, and improving conditions for sufficient recovery opportunities.