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Korean Academic Society of Business Administration
[ Article ]
korean management review - Vol. 45, No. 2, pp.615-658
ISSN: 1226-1874 (Print)
Print publication date 30 Apr 2016
Received 30 Dec 2014 Revised 10 Nov 2015 Accepted 20 Jan 2016
DOI: https://doi.org/10.17287/kmr.2016.45.2.615

감정부조화-직무태도 간 관계에서 심리적 요인의 매개효과와 심리적 요인에 대한 종업원의 성격과 근속년수의 조절효과

임알비나* ; 박양규** ; 백유진***
*(주저자) 건국대학교 경영학과 강사 albina82@naver.com
**(교신저자) 건국대학교 경영학과 교수 drykpark@konkuk.ac.kr
***(공저자) 고려대학교 입학처 연구교수 applejin04@korea.ac.kr
The Effects of Emotional Dissonance on the Employees’ Job Satisfaction and Organizational Citizenship Behavior: Mediating Effect of Exhaustion and Stress and Moderating Effects of Personality and Tenure
Albina Lim* ; Yang-Kyu Park** ; Yujin Back***
*Lecturer, School of Business, Konkuk University, First Author albina82@naver.com
**Professor, School of Business, Konkuk University, Corresponding Author drykpark@konkuk.ac.kr
***Research Professor, Department of Admissions, Korea University, Co-Author applejin04@korea.ac.kr

초록

최근 국내 서비스 산업의 팽창과 더불어 기업 종업원의 감정과 관련된 연구는 많은 주목을 받고 있다. 그러나 감정으로 인한 문제는 서비스 직종에 근무하는 종업원들에게만 한정된 것이 아니라 모든 기업 종업원의 직무수행결과에 영향을 주는 요소로서 다루어져야 한다. 특히, 중소기업의 종업원들은 내외부 고객과의 상호작용이 빈번하고 인사조직 시스템이 제대로 갖추어져 있지 않아 많은 갈등 속에 노출되고 있다. 기존 연구에서 종업원의 감정노동 자체가 문제가 아니라 종업원이 지각하는 감정부조화가 종업원에게 심리적으로 부정적인 영향을 주고 결국 성과를 낮추는 요인으로 다루어지고 있다. 따라서 이런 중소기업 종업원들의 감정부조화는 기업 경쟁력에 영향을 줄 수 있는 주요한 요소로 고려될 수 있다. 이런 이유로 본 연구는 중소기업에 재직하는 종업원 344명을 대상으로, 자아감소이론과 자원보존이론에 의거하여, 감정부조화-심리적 요인-직무태도 간 관계 모델을 실증적으로 검증하였다. 특히, 감정부조화-심리적 요인 사이에서 성격요인과 근속년수가 조절역할을 하는지도 분석하였다. 연구결과, 감정부조화와 직무만족간의 관계는 감정고갈과 스트레스에 의해 매개되었고, 감정부조화와 조직시민행동 간의 관계는 스트레스에 의해 매개되었다. 또한 종업원의 성격요인 중 정서적 안정성과 근속년수는 감정부조화-심리적 사이에서 조절역할을 하여 감정고갈을 완화시키며, 정서적 안정성은 감정부조화-스트레스사이에서도 스트레스를 완화시키는 요인으로 나타났다.

Abstract

There has been much discussion concerning the emotion of employees along with the expansion of service industry. Extant studies dealing with emotion have usually focused on the emotion of employees working in the service industry. However, the emotion of employees is also important for organizations belonging to non-service industry. Therefore, we believe that research regarding employees’ emotion should be extended to small- and medium-sized firms, since the employees of small- and medium-sized organizations are frequently communicating and interacting with each other and much more emotional work of employees is needed. However, few research have been found in the relevant literature. Moreover, it is often found that employees in such firms are not fully supported by a smart personnel and organization system that leads to favorable job-performance. Instead, their work are piled up and role conflicts are rampant in the departments throughout the organizations. In this situation they are frequently confronted with emotional discomfort. Hence it is plausible to focus on their emotions and its effects on psychological side (e.g., exhaustion & stress) and job-related attitudes (e.g., job satisfaction & organizational citizenship behavior).

Based on the ego depletion theory and conservation of resource theory, we attempt to investigate the effects of emotional work in such firms. First, we argue that emotional dissonance increases the exhaustion and stress level. Emotional dissonance also influences job satisfaction and organizational citizenship behavior in a negative way. Meanwhile, exhaustion and stress levels decreases job satisfaction and organizational citizenship behavior. Hence we suggest that the exhaustion and stress mediate the emotional dissonance-job satisfaction and emotional dissonance-organizational citizenship behavior relationship. Next, we contend that the reverse of neuroticism (hereafter referred as emotional stability) and firm tenure moderate the relationship between emotional dissonance and employees’ psychological results. Specifically we argue that high level of emotional stability and longer firm tenure weakens the effects of emotional dissonance on exhaustion and stress.

To test hypotheses, survey data were collected from employees who are working in small- and medium-sized firms. Finally, we use 344 quantitative survey data for running the regression analyses. Findings indicate that the exhaustion mediates ‘emotional dissonance-job satisfaction’ relationship. Exhaustion does not mediate the effect of emotional dissonance on organizational citizenship behavior. On the other hand, stress mediates both ‘emotional dissonance-job satisfaction’ and ‘emotional dissonance-organizational citizenship behavior’ relationship. Regarding the moderating effects, we observe that emotional stability attenuates ‘emotional dissonance-exhaustion’ and ‘emotional dissonance-stress’ relationship. Firm tenure moderates the relationship between ‘emotional dissonance- exhaustion’, while it does not have moderating effect on emotional dissonance-stress relationship.

Keywords:

Emotional Dissonance, Exhaustion, Stress, Job Satisfaction, Organizational Citizenship Behavior, Personality, Tenure

키워드:

감정부조화, 감정고갈, 스트레스, 직무만족, 조직시민행동, 성격, 근속년수

Acknowledgments

이 논문은 2013년도 건국대학교 학술진흥연구비 지원에 의한 논문임.

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·저자 임알비나는 MBTI전문 컨설턴트 및 건국대학교 경영학과 강사로 활동하고 있다. 건국대학교 경영학사, 동 대학원 경영학 석사 및 박사학위(인사조직전공)를 취득하였다. 주요 연구분야는 직무-성격 적합성, 감정부조화, 직무 스트레스, 직무태도 등이며, 직업능력개발원 연구원 및 기업의 직무 및 조직설계 등의 다수의 프로젝트에 참여하였으며 대한경영학회지, 경상논총 등에 논문을 발표하였다.

·저자 박양규는 건국대학교 경영학과 교수로 재직 중이다. 서강대 문학사, 동대학원 경영학 석사(인사조직전공) 및 독일 Paderborn대학교 경영학과에서 인사학으로 박사학위를 취득하였다. Journal of Managerial Psychology, International Journal of Operations and Production Management, Managementforschung, 경영학연구, 응용통계연구 등에 논문을 발표하였다. 주요 연구 분야는 윤리부조화, 직무 및 조직적합성, 직무 및 역량중심 인사시스템 설계 및 구축 등이다.

·저자 백유진은 현재 고려대학교 입학처 연구교수로 재직 중이다. 한국항공대학교 경영학사, 고려대학교 경영학석사 및 박사학위(경영관리전공)를 취득하였다. 주요 연구분야는 최고경영자, 승계, 기업가정신, 혁신, 국제화 등이며, Journal of International Management, 국제경영연구, 전략경영연구, 경영학연구 등에 논문을 발표하였다.