About This Journal

korean management review - Vol. 45 , No. 1
[Paper List] [Go to Volume List]

[ Article ]
korean management review - Vol. 45, No. 1, pp. 151-176
Abbreviation: kmr
ISSN: 1226-1874 (Print)
Print publication date 29 Feb 2016
Received 15 Mar 2015 Revised 29 Jul 2015 Accepted 15 Dec 2015
DOI: https://doi.org/10.17287/kmr.2016.45.1.151

Linear and Non-linear Relationship between Emotional Labor and Job Stress of Service Employees
Heeeun Jang* ; Kyunguk Yang** ; Yeon Joo Chae***
*School of Business, Yonsei University, First Author
**School of Business, Yonsei University, Co-Author
***The College of Business & Economics, Chung-Ang University, Corresponding Author

감정노동과 직무소진의 선형 및 비선형 관계 분석
장희은* ; 양경욱** ; 채연주***
*(주저자) 연세대학교 경영대학 박사과정 (greenstar@yonsei.ac.kr)
**(공저자) 연세대학교 경영대학 박사과정 (ygoonnet@yonsei.ac.kr)
***(교신저자) 중앙대학교 경영경제대학 조교수 (yjchae@cau.ac.kr)
Abstract

Research in emotional labor has grown exponentially in the past three decades with the expansion of the service sector in the South Korean economy. Although many studies have been concerned with emotional labor strategies (surface acting and deep acting), the empirical results regarding the consequences on service employees' job stress are still inconclusive. We point out that these mixed results are due to differing perspectives on emotional labor that have been used as focal lens in various research. These perspectives have highlighted quite different aspects of emotional labor and have provided competing predictions on the psychological effects of surface acting and deep acting. In detail, occupational requirement perspectives and emotional display perspectives argue that both surface and deep acting are identical in that both are rule-abiding but forced behaviors in the workplace. From the intra-psychic perspective, however, deep acting is not detrimental to employees' job stress, because it reduces emotional dissonance unlike surface acting.

To reconcile the theoretical controversy and more accurately gauge the effects of two emotional labor strategies, this article hypothesizes the non-linear relations between deep acting and two outcome variables: emotional exhaustion and personal accomplishment. Surface acting is hypothesized to have linear relations with outcome variables given that all three perspectives agree on the effects and previous studies have shown relatively consistent results. In contrast, deep acting is expected to show U-shaped relations with emotional exhaustion and inverted U-shaped relations with personal accomplishment based on three lenses of emotional labor. In addition, for further clarification in investigating the effects of deep acting, we examine whether occupational identification moderates the non-linear relations between deep acting and outcome variables.

This study used a convenience sample of 211 service employees who work in retail stores in South Korea. We collected the data through weekly surveys over a four-week period. Emotional labor strategies, affective state, emotional exhaustion, personal accomplishment, and work conditions were repeatedly measured as a longitudinal survey design and occupational identification and other demographic variables were measured only once. Due to the characteristic of our data, we needed to utilize the Hierarchical Linear Model (HLM), which was well confirmed by ICC1 values of the outcome variables. The results showed that surface acting were significantly related to only emotional exhaustion, not personal accomplishment, supporting H1a, but rejecting H1b. And H2 predicting non-linear relations between deep acting and job stress was supported. Finally, occupational identification moderated only the inverted U-shaped relations between deep acting and personal accomplishment, supporting H3b.

This study contributes to the literature in emotional labor in several ways. First, we pursued a more comprehensive framework, combining three lenses of emotional labor research. Second, we suggested non-linear relations between deep acting and employees' well-being for the first time. Finally, we explored when the effects of deep acting would be strengthened by testing the moderating effect of occupational identification. Despite these contributions, however, this research contains some limitations. First of all, the results should be restrictively applied to other settings because we targeted only salespersons as our sample. Further, we did not test causality between emotional labor strategies and job stress. Even though controlling for the effects of individual differences by using HLM, we still could not effectively rule out all alternative explanations. Hopefully, these limitations will be addressed in future research.

초록

표면연기와 내면연기가 개인의 심리적 측면에 미치는 효과는 그동안 감정노동 연구에서 가장 활발하게 연구되어 왔다. 하지만 그에 대한 실증연구들은 여전히 혼재된 결과를 내놓고 있다. 본 연구는 이처럼 선행연구들이 혼재된 결과를 보여주고 있는 것이 감정노동을 바라보는 서로 다른 이론적 관점들과 관계되어 있다고 본다. 감정노동연구의 중심을 이루고 있는 세 가지 관점인 직업적 요건의 관점, 감정표현의 관점, 내적심리과정은 그동안 내면연기의 효과에 대해 서로 다른 예측을 해왔다. 본 연구는 이 세 가지 관점을 함께 고려하여, 두 가지 감정노동전략이 직무소진과 맺는 관계를 가설화하였다. 즉, 표면연기의 경우 감정소진 및 성취감과 각각 정의 관계와 부의 관계를 갖는 반면, 내면연기의 경우에는 각각 U자형과 역U자형의 비선형관계를 가질 것으로 예측하였다. 백화점과 면세점에서 근무하고 있는 판매원들을 대상으로 실시한 설문 자료를 분석한 결과, 예상대로 내면연기가 직무소진과 비선형적인 관계를 갖는 것을 확인할 수 있었다. 표면연기의 경우 감정소진과 정적 관계를 갖는 것으로 나타났으나, 성취감에는 영향을 미치지 않는 것으로 나타났다.　또한 본 연구는 직업동일시의 조절효과를 분석함으로써 직업에 대한 애착이 강할수록 내면연기의 효과와 더 강화되는지를 살펴보았다. 그 결과 내면연기가 성취감과 갖는 역U자형의 관계가 직업동일시가 높은 사람에게서 더욱 강화되는 것으로 나타났다. 본 연구는 내면연기와 직무소진 간의 관계를 새롭게 설정함으로써 감정노동전략의 효과를 보다 체계적으로 이해하려는 시도라는 점에서 그 의의를 갖는다.

Keywords: Emotional labor, Deep acting, Surface acting, Non-linear relations, Emotional Exhaustion, Personal Accomplishment
키워드: 감정노동, 내면연기, 표면연기, 비선형적 관계, 감정소진, 성취감
References
1. 박상언(2009), “감정부조화의 영향과 그 조절요인에 관한 실증연구: 직무자율성과 사회적 지원의 조절효과를 중심으로,” 경영학연구, 38, 379-405.
2. 박상언·우정훈(2010), “감정부조화와 감성지능이 서비스직 사원의 비과업행동에 미치는 영향,” 경영학연구, 39, 963-994.
3. 이동명·김강식·김수련(2007), “정서노동과 소진과의 관계에서 정서부조화의 매개효과,” 인사관리연구, 31, 133-155.
4. Aiken, L. S., and S. G. West(1991), Multiple Regression: Testing and Interpreting Interactions. Newbury Park, CA: Sage Publications.
5. Ashforth, B. E., and R. H. Humphrey(1993), “Emotional Labor in Service Roles: The Influence of Identity,” Academy of Management Review, 18, 88-115.
6. Ashforth, B. E., and F. Mael(1989), “Social Identity Theory and the Organization,” Academy of Management Review, 14, 20-39.
7. Bhave, D. P., and T. M. Glomb(2013), “The Role of Occupational Emotional Labor Requirements on the Surface Acting–job Satisfaction Relationship,” Journal of Management.
8. Brook, P.(2009), “The Alienated Heart: Hochschild's ‘Emotional Labor’ Thesis and the Anticapitalist Politics of Alienation,” Capital & Class, 33, 7-31
9. Brotheridge, C. M., and A. A. Grandey(2002), “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”,” Journal of Vocational Behavior, 60, 17-39
10. Brotheridge, C. M., and R. T. Lee(2002), “Testing a Conservation of Resource Model of the Dynamics of Emotional Labor,” Journal of Occupational Health Psychology, 7, 57-67
11. Chi, N. W., A. A. Grandey, J. A. Diamond, and K. R. Krimmel(2011), “Want a Tip? Service Performance as a Function of Emotion Regulation and Extraversion,” Journal of Applied Psychology, 96, 1337-1346.
12. Côté. S.(2005), “A Social Interaction Model of The Effects of Emotion Regulation on Work Strain,” Academy of Management Review, 30, 509-530
13. Diefendorff, J. M., M. H. Croyle, and R. H. Gosserand (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies,” Journal of Vocational Behavior, 66, 339–357
14. Erickson, R. J., and C. Ritter(2001), “Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?,” Social Psychology Quarterly, 64, 146-163
15. Giardini, A., and M. Frese(2006), “Reducing the Negative Effects of Emotion Work in Service Occupations: Emotional Competence as a Psychological Resource,” Journal of Occupational Health Psychology, 11, 63-75.
16. Grandey, A. A.(2000), “Emotional Regulation in The Workplace: A New Way to Conceptualize Emotional Labor,” Journal of Occupational Health Psychology, 5, 95-110
17. Grandey, A. A.(2003), “When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery,” Academy of Management Journal, 46, 86-96
18. 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: Psychology Press/Routledge, 3-27.
19. Gross, J. J.(1998), “Antecedent-and Response-Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology,” Journal of Personality and Social Psychology, 74, 224-237
20. 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, 958-974.
21. Hochschild, A. R.(1983), The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press.
22. 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, 361-389.
23. John, O. P., and J. J. Gross(2004), “Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development,” Journal of Personality, 72, 1301-1334.
24. Johnson, H. A. M., and P. E. Spector(2007), “Service with a Smile: Do Emotional Intelligence, Gender, and Autonomy Moderate the Emotional Labor Process?,” Journal of Occupational Health Psychology, 12, 319-333.
25. Judge, T. A., E. F. Woolf, and C. Hurst(2009), “Is Emotional Labor more Difficult for Some than for Others? A Multilevel, Experiencesampling Study,” Personnel Psychology, 62, 57-88.
26. Kenworthy, J., C. Fay, M. Frame, and R. Petree (2014), “A Meta-analytic Review of the Relationship Between Emotional Dissonance and Emotional Exhaustion,” Journal of Applied Social Psychology, 44, 94-105.
27. Liu, Y., L. M. Prati, P. L. Perrewé, and G. R. Ferris(2008), “The Relationship Between Emotional Resources and Emotional Labor: An Exploratory Study,” Journal of Applied Social Psychology, 38, 2410-2439.
28. Mael, F., and B. E. Ashforth(1992), “Alumni and their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification,” Journal of Organizational Behavior, 13, 103-123.
29. Martínez-Iñigo, D., P. Totterdell, C. M. Alcover, and D. Holman(2007), “Emotional Labour and Emotional Exhaustion: Interpersonal and Intrapersonal Mechanisms,” Work & Stress, 21, 30-47.
30. Maslach, C., and S. E. Jackson(1981), “The Measurement of Experienced Burnout,” Journal of Occupational Behavior, 2, 99-113.
31. Maslach, C., and M. P. Leiter(2008), “Early Predictors of Job Burnout and Engagement,” Journal of Applied Psychology, 93, 498.
32. Mesmer-Magnus, J. R., L. A. DeChurch, and A. Wax(2012), “Moving Emotional Labor Beyond Surface and Deep Acting A Discordance–congruence Perspective,” Organizational Psychology Review, 2, 6-53.
33. Morris, J. A., and D. C. Feldman(1996), “The Dimensions, Antecedents, and Consequences of Emotional Labor,” The Academy of Management Review, 21, 986-1010.
34. Ng, T. W., K. L. Sorensen, and L. T. Eby(2006), “Locus of Control at Work: A Meta-analysis,” Journal of Organizational Behavior, 27, 1057-1087.
35. Pugh, S. D., M. Groth, and T. Hennig-Thurau(2011), “Willing and Able to Fake Emotions: A Closer Examination of the Link Between Emotional Dissonance and Employee Wellbeing,” Journal of Applied Psychology, 96, 377.
36. Rafaeli, A., and R. I. Sutton(1987), “Expression of Emotion as Part of the Work Role,” Academy of Management Review, 12, 23-37
37. Richards, J. M., and J. J. Gross(2000), “Emotion Regulation and Memory: The Cognitive Costs of Keeping One's Cool,” Journal of Personality and Social Psychology, 79, 410-424.
38. 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. Hartel, W. J. Zerbe, and N. M. Ashkanasy(Eds.), Emotions in Organizational Behavior, Mahwah, New Jersey: Lawrence Earlbaum Associates, 189-211.
39. 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, 905-926.
40. Scott, B. A., and C. M. Barnes(2011), “A Multilevel Field Investigation of Emotional Labor, Affect, Work Withdrawal, and Gender,” Academy of Management Journal, 54, 116-136
41. Sloan, M. M.(2007), “The “Real Self” and Inauthenticity: The Importance of Self-Concept Anchorage for Emotional Experiences in the Workplace,” Social Psychology Quarterly, 70, 305-318.
42. Totterdell, P., and D. Holman(2003), “Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor,” Journal of Occupational Health Psychology, 8, 55-73.
43. Turner, R. H.(1976), “The Real Self: From Institution to Impulse,” American Journal of Sociology, 81, 989-1016.
44. Van Dijk, P. A., and A. Kirk-Brown(2006), “Emotional Labour and Negative Job Outcomes: An Evaluation of the Mediating Role of Emotional Dissonance,” Journal of Management and Organization, 12, 101-115.
45. Wang, K. L., and M. Groth(2014), “Buffering the Negative Effects of Employee Surface Acting: The Moderating Role of Employee–customer Relationship Strength and Personalized Services,” Journal of Applied Psychology, 99, 341-350.
46. Watson, D., L. A. Clark, and A. Tellegen(1988). “Development and Validation of Brief Measures of Positive and Negative Affect: The PANAS Scales,” Journal Of Personality and Social Psychology, 54, 1063-1070.
47. Wharton, A. S.(2009), “The Sociology of Emotional Labor,” Annual Review of Sociology, 35, 147-165.

∙저자 장희은은 현재 연세대학교 경영학과 석박사통합과정에 재학 중이며, 연세대학교 경제학과를 학사 졸업하였다. 조직이론과 노동 문제에 많은 관심을 가지고 있으며, 주요 연구분야는 제도주의, 조직학습 등이다.

∙저자 양경욱은 연세대학교 경영학과 석사를 취득하였고 현재 박사를 수료하였다. 석사학위논문의 주제는 감정노동이었고 현재에도 주요 연구분야로 삼고 있다. 그 밖의 연구분야에는 미시적으로는 개인의 감정과 사회적 정체성, 거시적으로는 제도주의가 있다.

∙저자 채연주는 현재 중앙대학교 경영경제학부 전공전담 조교수로 재직 중이다. 이화여자대학교에서 경영학사 학위를 취득하였으며, 연세대학교 경영학과 대학원에서 석사 및 박사 학위를 취득하였다. 기본적인 연구관심분야는 비판조직이론이며, 주요연구분야는 조직동일시 및 정체성, 일과 삶의 균형, 감정노동, 리더십 등이다.

 
Mail : editor_kmr@daum.net
COPYRIGHT ⓒ 2011 Korean Academic Society Of Business Administration. All rights reserved