백화점 판매사원의 감정노동과 직무스트레스 반응에 관한 연구

A Study on Response of Job Stress and Emotional Labor of the Sales Workers of Department Store

Purpose: This study purposed on investigating how the emotional labor affects the physical uncomfortable feeling of the workers in the department store. Method: The method of data collection was used of questionnaire for 574 workers of one department store located in Seoul. The period of data collection was done from November 1, 2004 to November 30 for about one month. The working career of the participants was over one month at that department. Result: The degree of emotional labor for participants, men were 3.21±0.53 for the total point of 5.0 point, and the degree of the physical uncomfortable feeling was 3.07±0.48 for total of 5.0 point. The degree of emotional labor for participants, women were 3.22±0.42 for the total point of 5.0 point, and the degree of the physical uncomfortable feeling was 3.13±0.42 for total of 5.0 point. In order to analyze the factors that affected the emotional labor and physical uncomfortable feeling, the multi-level reflecting analysis was used. As a result, men were insecurity of job influenced the emotional labor feeling in remarkable degree, women were the responsibility of job influenced the emotional labor. Men were insecurity and responsibility of job influenced physical uncomfortable feeling in remarkable degree, women were responsibility of job and emotional labor influenced the physical uncomfortable feeling in remarkable degree. Conclusion: The results of this study show that various strategies to remove the factors of job insecurity in order to reduce the level of emotional labor of the workers at the department store should be devised. In addition, the special way to minimize the physical insecurity should be contrived and carried out. Since the workers of the department stores had higher emotional labor, the factors of stress need to be analyzed and should be removed.