Journal of the Korean Data Analysis Society

Korean Data Analysis Society (한국자료분석학회)
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The Moderating Role of Deep Acting to Emotional Exhaustion in Service Work : The Perspective of Cognitive Dissonance Theory

감정노동 장면에서 감정소진에 대한 내면행동의 조절효과: 인지부조화이론적 관점의 적용

  • Heo, Chang Goo (Department of Psychology, Catholic University of Daegu)
  • 허창구 (대구가톨릭대학교 사회과학대학 심리학과)
  • Received : 2014.08.12
  • Accepted : 2014.10.02
  • Published : 2014.10.31
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Abstract

The study approached to the process of emotional labor with a perspective of cognitive dissonance theory. The author assumed that surface acting arouse the dissonance between real emotion and expressed emotion, and then surface acting would increase emotional exhaustion. By the way, deep acting was assumed that it would reduce the emotional dissonance and moderate the positive influence of surface acting to emotional exhaustion through cognitive reappraisal. The participant was 191 service workers. In the results, surface acting increased the emotional exhaustion (H1 supported) but, deep acting didn't decrease the emotional exhaustion (H2 rejected). Moderating effect of deep acting to the relation between surface acting and emotional exhaustion was statistically significant (H3 supported). In discussion, the author presented more detailed explanation for understanding the result of this study, the implications and limitation of this study, and future needed research.

본 연구는 감정노동으로 인한 감정소진의 발생과정을 인지부조화이론적 관점으로 설명하였다. 세부 가설은 첫째, 표면행동은 실제 감정과 표현된 감정의 부조화를 유발하여 감정소진을 증가시킬 것이며. 둘째, 내면행동은 감정적 부조화에 대한 인지적 재평가 과정을 통해 감정소진을 감소시킬 것이며, 셋째, 표면행동이 감정소진에 미치는 영향을 내면행동이 줄여줄 것이라 가정하였다. 이를 검증하기 위해 서비스직 종사자 191명을 대상으로 표면행동과 내면행동이 감정소진에 미치는 주효과와 표면행동이 감정소진에 미치는 영향을 완화시켜주는 내면행동의 조절역할을 검증하였다. 그 결과 주효과 가설검증에서 표면행동은 감정소진을 증가시키고 있었지만(가설1 지지), 내면행동은 감정소진을 줄여주지 못했다(가설2 기각). 다음으로 조절효과 가설검증에서 내면행동은 표면행동이 감정소진에 미치는 영향을 조절하는 것으로 나타났다(가설3 지지). 이러한 결과를 바탕으로 각 가설의 검증 결과와 특히 내면행동의 조절효과 유형을 세부적으로 논의하고, 마지막으로 본 연구의 시사점과 제한점 및 추후연구의 필요성을 다루었다.

Keywords

Acknowledgement

Supported by : 대구가톨릭대학교

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