감정노동이 자아비진정감과 직무소진에 미치는 영향: 베트남에서의 실증연구

Abstract

The purpose of this study is to examine effects of emotional labor on inauthenticity and job burnout through an empirical research. In order to achieve the purpose of this study, literature review was conducted to define research concepts and empirical research was proceeded in a survey format with questionnaires. This study included independent variables such as Surface acting, Deep acting, Frequency, Diversity, Intensity, Duration, dependent variables such as Inauthenticity and Job Burnout, and control variables such as Demographics variables. Total 155 samples were collected from flight crews, hospital nurse and retailers' sales staffs in Vietnamese and hierarchical regression analysis was performed. Results of empirical analysis are as follow. Firstly, the more surface acting and deep acting are performed, the higher inauthenticity and job burnout. Therefore, both surface acting and deep acting can be understood as the self-alienation of worker. Second, the strength and diversity of emotional labor have significantly positive effects on inauthenticity and job burnout, but the frequency and duration of emotional labor have not significant effects. Based on the findings, in order to increase the positive psychological well-being of workers, surface acting and deep acting should considered appropriately and applied both emotional management strategies. And ways to reduce the strength and diversity of emotional labor should be discussed and customer response manual needs to be revised.

keyword: emotional labor, surface acting, deep acting, inauthenticity, job burnout