감정노동행동이 직무만족에 미치는 영향-감성리더십과 임파워먼트의 조절효과

Abstract

This study is empirical analysis to subcategory of emotional labor which are surfacing acting (Basic Surface Acting and Challenged Surface Acting) and deep acting (Basic Deep Acting, Perspective Taking Deep Acting and Positive Refocus Deep Acting), Blau et al.(2010), influence boss's emotional leadership and member's empowerment as moderating variable on job satisfaction. Service employees who work in Busan were conducted survey for verifying hypothesis as following. First, analyzing emotional labor influence job satisfaction. Second, their superior's emotional leadership perform emotional labor on job satisfaction as moderating variable. Finally, member's empowerment is moderating effect whether or not. Survey was done with detailed questionary it composed dependent variable and moderating variable for verifying research model. Validity dependent variables and validity moderating variables was merged into one variable by factor analysis during verify hypothesis with 423 validity survey. Purpose of merging variable is influence of emotional labor depends on personality traits for superordinate concept such emotional leadership is more important than subcategory such as social competence. Frequency analysis, factor analysis, reliability analysis, correlation analysis, multiple regression analysis and moderated regression analysis was used above validity variable by SPSS 20.0 (Statistical Package for the Social Sciences 20.0). The verification of hypothesis result are as following. First, basic deep acting and positive refocus deep acting of emotional labor showed significant positive (+) effect on job satisfaction. Second, boss's emotional leadership is moderating effect to basic deep acting and perspective taking deep acting of emotional labor on job satisfaction. Third, member's empowerment is moderating effect to challenged surface acting, perspective taking deep acting and positive refocus deep acting of emotional leadership on job satisfaction. In conclusion, job satisfaction is important for member of emotional labor. Furthermore boss's emotional leadership influence job satisfaction and member's empowerment also important factor to affect job satisfaction. Leaders should understand and consider member's emotion to increase capacity of emotional labor through harmonious relationship. Member should find out themself customer's desire or what clients need because producing and consuming at same time and place. If service employee handle appropriate, duty and accomplishment are increased then job satisfaction is going up. Therefore employees have customer oriented attitude it is connected customer satisfaction. As a result, customer satisfaction contribute to profit of company and get one of competitiveness that is strategic human resource management.