About This Journal

korean management review - Vol. 49 , No. 3

[Paper List] [Go to Volume List]


[ Article ]
korean management review - Vol. 49, No. 3, pp. 627-654
Abbreviation: kmr
ISSN: 1226-1874 (Print)
Print publication date 30 Jun 2020
Received 22 Oct 2019 Revised 26 Feb 2020 Accepted 25 Mar 2020
DOI: https://doi.org/10.17287/kmr.2020.49.3.627
Customer (in)Civility and Emotional Labor: Testing a Multilevel Mediation Model
Yeon Joo Chae^* ; Kyunguk Yang^**
*Assistant Professor, Department of Business Administration, Jeonbuk National University, First Author

**Researcher, Yonsei Business Research Institute, Corresponding Author

고객의 시민성 및 비시민성과 감정노동: 다층매개모형의 구성과 검증
채연주^* ; 양경욱^**

*(주저자) 전북대학교 경영학과 조교수 (yjchae@jbnu.ac.kr)

**(교신저자) 연세대학교 경영연구소 전문연구원 (ygoonnet@yonsei.ac.kr)

Abstract

While emotional labor conceptually presupposes the social relationships between service employees and customers, there have been few emotional labor studies which take into consideration customer’s behaviors. Moreover, even when considering customer’s behaviors, most studies have tended to focus on customers’ negative behaviors (or in other words, customer incivility). As the social relationships can be positive or negative, it is necessary to consider customer civility as well as incivility to gain a full understanding of employees’ psychological health affected by their interactions with customers. Beyond the intrapersonal view of emotional labor, this study investigated the direct effects of customer (in)civility on employees’ emotional exhaustion and the mediating effects of emotional labor strategies(surface and deep acting) at the within- and between-individual levels. We tested our hypotheses by using the longitudinal data gathered from the four-wave surveys on 211 sales people over a four-week period. This study found that customer incivility is positively associated with employees’ emotional exhaustion and that surface acting mediates this relationship. On the other hand, customer civility is positively related with employees’ deep acting, but the mediating effect of deep acting on the relationship between customer civility and employees’ emotional exhaustion was not supported. This study has theoretical implication in that it found the effect of customer civility on exhaustion and its association with deep acting, which have been overlooked in emotional labor studies. In addition, our study contributes to the literature by examining the relationships between customer (in)civility, emotional labor and emotional exhaustion at the within- and between-individual levels.

초록

감정노동은 개념상 고객과의 관계를 전제하지만 고객의 행동을 포괄한 감정노동연구는 상대적으로 많지 않다. 더욱이 고객의 행동을 고려하더라도 지금까지의 연구들은 대부분 고객의 비시민성(혹은 부정적 행동)에만 초점을 맞추는 경향이 있다. 관계성은 부정적 측면과 긍정적 측면이 공존하는 개념이기에 감정노동자들이 고객과의 상호관계를 통해 경험하는 심리적 건강을 전체적으로 조망하기 위해서는 고객의 긍정적 행동도 고려할 필요가 있다. 본 연구는 감정노동연구의 개인 내적(intrapersonal) 관점을 넘어 상호적(interpersonal) 관점에서 고객의 행동(시민성과 비시민성)이 감정노동자들의 감정소진에 미치는 직접효과와 감정노동전략(표면연기와 내면연기)을 통한 간접효과를 개인 내(within)/개인 간(between) 두 수준에서 검증해보았다. 판매사원 211명이 4주에 걸쳐 네 번 설문한 자료를 토대로 가설을 검증한 결과, 가설의 예측대로 고객의 비시민성은 감정소진에 정(+)의 영향을 미치며, 그 관계를 표면연기가 매개했다. 반면 고객의 시민성은 내면연기와는 정(+)의 관계를 갖지만, 감정소진에 대한 내면연기의 매개효과는 나타나지 않았다. 본 연구는 비시민성과 표면연기를 넘어, 지금까지 고객행동을 포괄한 감정노동연구에서 간과되어 왔던 시민성 및 내면연기를 함께 파악했다는 데 그 의의를 갖는다. 더불어 개인 내/개인 간 수준 모두에서 고객행동과 감정노동전략 그리고 감정소진의 관계를 파악함으로써 감정노동연구의 폭을 확장했다는 데 그 의의가 있다.


Keywords: customer civility, customer incivility, surface acting, deep acting, emotional exhaustion 키워드: 고객시민성, 고객비시민성, 표면연기, 내면연기, 감정소진

References


1.	공혜원․김효선(2016), “고객공격행동이 근로자들의 직장 내 일탈행동에 미치는 영향,” 경영학연구, 45(3), pp.795-827.
2.	박선미․박병기(2016), “다층자료의 매개효과 분석: 통계방법, 분석절차 및 실례,” 감성과학, 19(4), pp. 95-110.
3.	양경욱․장희은․채연주(2015), “감정-규칙부조화와 감정-표현부조화의 통합적 연구: 두 감정부조화 개념이 감정노동프로세스에 미치는 영향,” 조직과 인사관리연구, 39(3), pp.87-110.
4.	장희은․양경욱․채연주(2016), “감정노동과 직무소진의 선형 및 비선형 관계 분석,” 경영학연구, 45(1), pp.151-176.
5.	최수정․정기주(2016), “콜센터에서 상담사의 지각된 고객언어폭력이 감정노동과 감정소진에 미치는 영향,” 경영학연구, 45(1), pp.295-328.
6.	최용득․한준구(2018), “고객의 무례한 행동의 부정적 영향과 조직의 제도적 지원의 조절효과,” 인사조직연구, 26, pp.31-58.
7.	Adams, G. A., and J. R. Webster(2013), “Emotional Regulation as a Mediator Between Interpersonal Mistreatment and Distress,” European Journal of Work and Organizational Psychology, 22(6), pp.697-710.
8.	Alarcon, G., K. J. Eschleman, and N. A. Bowling (2009), “Relationships between Personality Variables and Burnout: A Meta-Analysis,” Work & Stress, 23(3), pp.244-263.
9.	Andersson, L. M., and C. M. Pearson(1999), “Tit for Tat?: The Spiraling Effect of Incivility in the Workplace,” Academy of Management Review, 24(3), pp.452-471.
*10.*	Ashforth, B. E., and R. H. Humphrey(1993), “Emotional Labor in Service Roles: The Influence of Identity,” Academy of Management Review, 18(1), pp.88-115.
*11.*	Baranik, L. E., M. Wang, Y. Gong, and J. Shi. (2017), “Customer Mistreatment, Employee Health, and Job Performance: Cognitive Rumination and Social Sharing as Mediating Mechanisms,” Journal of Management, 43 (4), pp.1261-1282.
*12.*	Brotheridge, C., and A. Grandey(2002), “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”,” Journal of Vocational Behavior, 60, pp.17-39.
*13.*	Burnfield, J. L., O. L. Clark, S. A. Devendorf, and S. M. Jex(2004), “Understanding Workplace Incivility: Scale Development and Validation,” in 19th Annual Conference of the Society for Industrial and Organizational Psychology, Chicago, IL.
*14.*	Chi, N. W., J. Yang, and C. Y. Lin(2018), “Service Workers’ Chain Reactions to Daily Customer Mistreatment: Behavioral Linkages, Mechanisms, and Boundary Conditions,” Journal of Occupational Health Psychology, 23(1), pp.58-70.
*15.*	Colquitt, J. A.(2001), “On the Dimensionality of Organizational Justice: A Construct Validation of a Measure,” Journal of Applied Psychology, 86(3), pp.386-400.
*16.*	Coté, S.(2005), “A Social Interaction Model of the Effects of Emotion Regulation on Work Strain,” Academy of Management Review, 30(3), pp.509-530.
*17.*	Demerouti, E., A. Bakker, and J. R. Halbesleben (2015), “Productive and Counterproductive Job Crafting: A Daily Diary Study,” Journal of Occupational Health Psychology, 20(4), pp.457-469.
*18.*	Demsky, C. A., C. Fritz, L. B. Hammer, and A. E. Black(2019), “Workplace Incivility and Employee Sleep: The Role of Rumination and Recovery Experiences,” Journal of Occupational Health Psychology, 24(2), pp. 228-240.
*19.*	Diefendorff, J. M., M. H. Croyle, and R. H. Gosserand(2005), “The Dimensionality and Antecedents of Emotional Labor Strategies,” Journal of Vocational Behavior, 66(2), pp. 339-357.
*20.*	Diefendorff, J. M., A. S. Gabriel, M. T. Nolan, and J. Yang(2019), “Emotion Regulation in the Context of Customer Mistreatment and Felt Affect: An Event-Based Profile Approach,” Journal of Applied Psychology, 104(7), pp. 965-983.
*21.*	Gabriel, A. S., A. Cheshin, C. M. Moran, and G. A. van Kleef(2016), “Enhancing Emotional Performance and Customer Service through Human Resources Practices: A Systems Perspective,” Human Resource Management Review, 26(1), pp.14-24.
*22.*	Gabriel, A. S., and J. M. Diefendorff(2015), “Emotional Labor Dynamics: A Momentary Approach,” Academy of Management Journal, 58(6), pp.1804-1825.
*23.*	Gong, Z.(2018), “Research on the Effect of Positive Emotion Intervention on Employees’ Psychological Capital,” Advances in Applied Sociology, 8, pp.646-657.
*24.*	Gracia, E., and N. M. Ashkanasy(2014), “Emotional Labor as a Dynamic Process in Service Organizations: Development of a Multi-Perspective, Multilevel Model,” in N. M. Ashkanasy and C. E. J. Hartel (Eds.), Emotions and the Organizational Fabric, Bingley, UK: Emerald, pp.331–365.
*25.*	Grandey, A. A.(2000), “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor,” Journal of Occupational Health Psychology, 5(1), pp.95-110.
*26.*	Grandey, A. A., and J. A. Diamond(2010), “Commentary Interactions with the Public: Bridging Job Design and Emotional Labor Perspectives,” Journal of Organizational Behavior, 31, pp. 338-350.
*27.*	Grandey, A. A., D. N. Dickter, and H. P. Sin(2004), “The Customer Is Not Always Right: Customer Aggression and Emotion Regulation of Service Employees,” Journal of Organizational Behavior, 25(3), pp.397-418.
*28.*	Grandey, A. A., J. M. Diefendorff, and D. E. Rupp (2013), “Bringing Emotional Labor into Focus: A Review and Integration of Three Research Lenses,” in A. A. Grandey, J. M. Diefendorff and D. E. Rupp (Eds.), Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work, New York, NY: Routledge, pp.23-48.
*29.*	Grandey A. A., and A. S. Gabriel(2015), “Emotional Labor at a Crossroads: Where Do We Go from Here?,” Annual Review of Organizational Psychology, 2, pp.323-349.
*30.*	Gross, J. J.(1998), “The Emerging Field of Emotion Regulation: An Integrative Review,” Review of General Psychology, 2(3), pp.271-299.
*31.*	Groth, M., T. Hennig-Thurau, and G. Walsh(2009), “Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy,” Academy of Management Journal, 52(5), pp.958-974.
*32.*	Groth, M., and R. E. Goodwin(2011), “Customer Service,” APA Handbook of Industrial and Organizational Psychology, 3, pp.329–357. Washington, DC: American Psychological Association.
*33.*	Harris, K. J., P. Harvey, and K. M. Kacmar(2009), “Do Social Stressors Impact Everyone Equally? An Examination of the Moderating Impact of Core Self-Evaluations,” Journal of Business and Psychology, 24(2), pp.153-164.
*34.*	Hobfoll, S. E.(1989), “Conservation of Resources. A New Attempt at Conceptualizing Stress,” American Psychologist, 44(3), pp.513-524.
*35.*	Hochschild, A. R.(1983), The Managed Heart: Commercialization of Human Feeling, Berkeley, CA: University of California Press.
*36.*	Hülsheger, U. R., J. W. B. Lang, F. Depenbrock, C. Fehrman, F. R. H. Zijlstra, and H. J. E. M. Alberts(2014), “The Power of Presence: The Role of Mindfulness at Work for Daily Levels and Change Trajectories of Psychological Detachment and Sleep Quality,” Journal of Applied Psychology, 99(6), pp.1113-1128.
*37.*	Hülsheger, U. R., J. W. B. Lang, and G. W. Maier(2010), “Emotional Labor, Strain and Performance: Testing Reciprocal Relationships in a Longitudinal Panel Study,” Journal of Occupational Health Psychology, 15(4), pp. 505-521.
*38.*	Hülsheger, U. R., and A. F. Schewe(2011), “On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Research,” Journal of Occupational Health Psychology, 16(3), pp.361-389.
*39.*	Humphrey, R. H., B. E. Ashforth, and J. M. Diefendorff(2015), “The Bright Side of Emotional Labor,” Journal of Organizational Behavior, 36(6), pp.749-769.
*40.*	Johnson, R. E., K. Lanaj, and C. M. Barnes(2014), “The Good and Bad of Being Fair: Effects of Procedural and Interpersonal Justice Behaviors on Regulatory Resources,” Journal of Applied Psychology, 99, pp.635-650.
*41.*	Kammeyer-Mueller, J. D., A. L. Rubenstein, D. M. Long, M. A. Odio, B. R. Buckman, Y. Zhang, and M. D. Halvorsen-Ganepola(2013), “A Meta-Analytic Structural Model of Dispositonal Affectivity and Emotional Labor,” Personnel Psychology, 66(1), pp.47-90.
*42.*	Kiffin-Petersen, S. A., C. L. Jordan, and G. N. Soutar(2011), “The Big Five, Emotional Exhaustion and Citizenship Behaviors in Service Settings: The Mediating Role of Emotional Labor,” Personality and Individual Differences, 50(1), pp.43-48.
*43.*	Kim, S., Y. Park, and L. Headrick(2018), “Daily Micro-Breaks and Job Performance: General Work Engagement as a Cross-Level Moderator,” Journal of Applied Psychology, 103(7), pp. 772-786.
*44.*	Koopmann, J., M. Wang, Y. Liu, and Y. Song(2015), “Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model,” Research in Occupational Stress and Well-Being, 13, pp.33-79.
*45.*	Krehbiel, P. J., and R. Cropanzano(2000), “Procedural Justice, Outcome Favorability and Emotion,” Social Justice Research, 13(4), pp.339-360.
*46.*	Liu, Y., L. M. Prati, P. L. Perrewe, and G. R. Ferris(2008), “The Relationship Between Emotional Resources and Emotional Labor: An Exploratory Study,” Journal of Applied Social Psychology, 38(10), pp.2410-2439.
*47.*	Maslach, C., and S. E. Jackson(1981), “The Measurement of Experienced Burnout,” Journal of Organizational Behavior, 2(2), pp.99-113.
*48.*	Maslach, C., W. B. Schaufeli, and M. P. Leiter (2001). “Job Burnout,” Annual Review of Psychology, 52(1), pp.397-422.
*49.*	Petrou, P., E. Demerouti, M. C. W. Peeters, W. B. Schaufeli, and J. Hetland(2012), “Crafting a Job on a Daily Basis: Contextual Correlates and the Link to Work Engagement,” Journal of Organizational Behavior, 33(8), pp.1120-1141.
*50.*	Podsakoff, P. M., S. B. MacKenzie, J. Y. Lee, and N. P. Podsakoff(2003), “Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies,” Journal of Applied Psychology, 88(5), pp.879-903.
*51.*	Preacher, K. J., M. J. Zyphur, and Z. Zhang(2010), “A General Multilevel SEM Framework for Assessing Multilevel Mediation,” Psychological Methods, 15(3), pp.209-233.
*52.*	Rubin, R. S., V. M. S. Tardino, C. S. Daus, and D. C. Munz(2005), “A Reconceptualization of the Emotional Labor Construct: On the Development of an Integrated Theory of Perceived Emotional Dissonance and Emotional Labor,” in C. E. J. Härtel, W. J. Zerbe and N. M. Ashkanasy (Eds.), Emotions in Organizational Behavior, Mahwah, NJ: Erlbaum, pp.189-211.
*53.*	Rupp, D. E., A. S. McCance, S. Spencer, and K. Sonntag(2008), “Customer (In) Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation,” Journal of Management, 34(5), pp.903-924.
*54.*	Rupp, D. E., and S. Spencer(2006), “When Customers Lash Out: The Effects of Customer Interactional Injustice on Emotional Labor and the Mediating Role of Discrete Emotions,” Journal of Applied Psychology, 91(4), pp. 971-978.
*55.*	Scott, B. A., C. M. Barnes, and D. T. Wagner (2012), “Chameleonic or Consistent?: A Multilevel Investigation of Emotional Labor Variability and Self-Monitoring,” Academy of Management Journal, 55(4), pp.905-926.
*56.*	Sherman, R.(2007), Class Acts: Service and Inequality in Luxury Hotels. Berkeley, CA: University of California Press.
*57.*	Sliter, M., S. Jex, K. Wolford, and J. McInnerney (2010), “How Rude! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes,” Journal of Occupational Health Psychology, 15(4), pp.468–481.
*58.*	Taylor, S. G., A. G. Bedeian, M. S. Cole, and Z. Zhang(2017), “Developing and Testing a Dynamic Model of Workplace Incivility Change,” Journal of Management, 43(3), pp.645-670.
*59.*	Vandenberg, R. J., and C. E. Lance(2000), “A Review and Synthesis of the Measurement Invariance Literature: Suggestions, Practices, and Recommendations for Organizational Research,” Organizational Research Methods, 3(1), pp.4-70.
*60.*	Wang, M., H. Liao, Y. Zhan, and J. Shi(2011), “Daily Customer Mistreatment and Employee Sabotage against Customers: Examining Emotion and Resource Perspectives,” Academy of Management Journal, 54(2), pp.312-334.
*61.*	Wang, M., S. Liu, H. Liao, Y. Gong, J. Kammeyer-Mueller, and J. Shi(2013), “Can’t Get It Out of My Mind: Employee Rumination After Customer Mistreatment and Negative Mood in the Next Morning,” Journal of Applied Psychology, 98(6), pp.989-1004.
*62.*	Weiss, H. M., and R. Cropanzano(1996), “Affective Events Theory: A Theoretical Discussion of the Structure, Causes and Consequences of Affective Experiences at Work,” in B. M. Staw and L. L. Cummings (Eds.), Research in Organizational Behavior, 18, Greenwich, CT: JAI Press, pp.1-74.
*63.*	Weiss, H. M., K. Suckow, and R. Cropanzano(1999), “Effects of Justice Conditions on Discrete Emotions,” Journal of Applied Psychology, 84(5), pp.786-794.
*64.*	Zhan, Y., M. Wang, and J. Shi(2016), “Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment,” Personnel Psychology, 69(3), pp.525-557.
*65.*	Zhou, Z. E., L. L. Meier, and P. E. Spector(2019), “The Spillover Effects of Coworker, Supervisor, and Outsider Workplace Incivility on Work-to-Family Conflict: A Weekly Diary Design,” Journal of Organizational Behavior, 40 (9-10), pp.1000-1012.

• 저자 채연주는 현재 전북대학교 경영학과의 인사조직 전공 조교수로 재직 중이다. 연세대학교 경영학과 대학원에서 석사 및 박사 학위를 취득하였다. 주요연구분야는 정체성, 동일시, 감정노동, 불안정 노동 등이다.

• 저자 양경욱은 연세대학교 경영학과에서 석사 및 박사 학위를 취득하였다. 주요 연구분야는 감정노동, 직장 내 괴롭힘, 사회적 정체성, 불안정 노동 등이다. Organization, Journal of Industrial Relations, 경영학연구, 인사조직연구, 조직과인사관리연구, 산업노동연구 등의 국내․외 학술지에 논문을 출판하였다. 현재 정체성 작업과 플랫폼 노동에 관심을 가지고 연구를 수행하고 있다.