서비스 종사자의 감성지능, 감정표현요구, 감정노동 전략과 직무스트레스 간의 관계

Abstract

The purpose of this study is to investigate empirically the impacts of the service workers’ emotional intelligence, job characteristic of emotional labor (including frequency and intensity of emotional display), two types of emotional labor strategies (including surface acting and deep acting) on job stress. To test these hypotheses, the data were collected from 202 service workers working at department store, duty-free shop and call center. Eventually 170 data were used for the analysis excluding 32 cases in which the questionnaire responses were inadequate. The result shows that emotional intelligence had a positive influence on deep acting but there was no significant effect on surface acting. Second, the frequency of emotional display had a significant positive influence on surface acting, but there was no significant effect on deep acting. Third, it was found that intensity of emotional display had a significant positive influence on surface acting, whereas it had no significant effect on deep acting. Fourth, surface acting had a significant positive effect on job stress, while deep acting had no significant effect on job stress. According to the result of multiple regression analysis, it was found that emotional labor strategies affect on job stress significantly, and at the same time the impact of intensity of emotional display on job stress was weaker when adding two types of emotional labor strategies. This result means partial mediation effects of emotional labor strategies in the relationship of intensity of emotional display and job stress. Finally, the implications of these findings are discussed and future research directions are suggested based on the results of this study.

本研究的目的是调查服务工作人员的情绪智力，情绪劳动的工作特征（包括情绪表现的频率和强度），两种情绪劳动策略（包括表面行为和深层行为）对工作压力的影响。为了验证假设，研究采集了202名从事百货商店，免税店以及呼叫中心等相关服务行业的工作人员的问卷数据。然而，由于部分问卷答复不充分，最后对排除这32个数据在外的170个数据进行了研究分析。 结果表明，首先，情绪智力对深层行为有积极影响，但对表面行为没有显著影响。其次，情绪表现的频率对表面行为有显著的积极影响，但对深层行为没有显著影响。第三，情绪表达的强度对表面行为具有显著的积极影响，而对深层行为没有显著影响。第四，表面行为对工作压力有显著的积极影响，而深层行为对工作压力没有显著影响。另外，根据多元回归分析的结果，情绪劳动策略对工作压力有显著影响，并且将两种情绪劳动策略作为中介变量投入时，情绪表现强度对工作压力的影响相对变弱了。这一结果意味着情绪劳动策略在情绪表现强度与工作压力之间有着部分的中介效应。最后一部分内容是关于探讨本研究的意义以及未来的发展方向。