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Korean Academic Society of Business Administration
[ Article ]
korean management review - Vol. 53, No. 4, pp.863-899
ISSN: 1226-1874 (Print)
Print publication date 31 Aug 2024
Received 19 Dec 2023 Revised 01 Apr 2024 Accepted 15 Apr 2024
DOI: https://doi.org/10.17287/kmr.2024.53.4.863

감정노동: 최근 연구 동향과 과제

양경욱
순천향대학교 경영학과 k-yang@sch.ac.kr
Emotional Labor: Research Trends and Challenges
Kyunguk Yang
Department of Business Administration, Soonchunhyang University k-yang@sch.ac.kr


Copyright 2024 THE KOREAN ACADEMIC SOCIETY OF BUSINESS ADMINISTRATION
This is an open access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted, distribution, and reproduction in any medium, provided the original work is properly cited.

초록

1983년에 Alie Hochschild가 『The managed heart』를 출간한 이후 약 40년이란 세월이 흘렀으며 그동안 감정노동에 대한 수많은 문헌들이 출간되었다. 감정노동은 특히 경영학에서는 조직원들의 직장 내 감정생활을 깊이 있게 이해하는 데 결코 무시할 수 없는 연구주제가 되고 있다. 그런데 지금까지 감정노동 연구들을 일별하면, 학자들마다 그에 대한 개념화 및 조작화하는 방식들이 서로 다르고, 또 감정노동을 측정하는 방법도 매우 다양하다는 것을 알 수 있다. 이는 감정노동과정에 대한 일관된 이해를 저해하는 요인이 되고 있다. 본 연구는 다양한 감정노동의 관점들을 통합하여 다층적 프로세스 모형을 정립함으로써 감정노동과정에 대한 수미일관한 이해를 추구한다. 그 후에 본 연구는 다층적 프로세스 모형을 토대로 2000년대 이후 해외 유수 저널에서 출판된 실증논문들을 검토한다. 이를 통해 감정노동과정의 어떤 측면이 집중적으로 연구되었고, 반면에 또 어떤 측면은 여전히 연구가 부족한지 진단할 수 있다. 마지막으로 본 연구는 감정노동과정의 더욱 정밀한 이해를 위하여 향후 연구되어할 과제를 몇 가지 제시하는 것으로 끝맺는다.

Abstract

Over the past forty years, since Arlie Hochschild’s publication of 『The managed heart』 in 1983, a substantial body of literature on emotional labor has emerged. This topic has become indispensable in management studies, shedding light on the lived experiences of employees within the workplace. However, scholars approach emotional labor from diverse perspectives, leading to varying conceptualizations and operationalizations. Additionally, the methods for measuring emotional labor exhibit considerable diversity. The central objective of this study is to construct a multilevel process model by integrating various theoretical lenses on emotional labor. Subsequently, the study delves into empirical papers published in prominent journals since the 2000s, using this multilevel process model as a framework. By doing so, the research explores which facets of the emotional labor process have received intensive scrutiny, identifies existing gaps or challenges, and suggests directions for future research.

Keywords:

emotional labor, multilevel process model, literature review, surface acting, deep acting

키워드:

감정노동, 다층적 프로세스 모형, 문헌 연구, 표면연기, 내면연기

Acknowledgments

이 논문은 순천향대 연구비의 지원을 받아 수행된 연구임.

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∙ 저자 양경욱은 현재 순천향대학교 경영학과 조교수로 재직 중이다. 연세대학교 경영학과에서 경영학석사 및 박사를 취득하였다. 주요연구분야는 감정노동, 플랫폼 노동, 정체성 및 노동자의 새로운 이해대변 기구 등이다. Organization, Journal of Industrial Relations을 포함한 저널들에 논문을 출판하고 있다.