Earticle

초록

한국어

감정의 인식 또는 감정관리가 직업인 조직구성원들도 있다. 이를 감정노동자라고 하며, 정신이나 육체가 아닌 주로 감정을 쓰는 직무를 수행함으로써 보수를 받는 직업을 가진 노동자를 의미한다. 특히 서비스 산업에 종사하는 종업원들의 감정표현 행위는 고객만족 센터의 작업 과정의 특성으로 기업의 이윤을 창출하는 것에 직접적인 영향을 미치고 또한 종업원들이 고객에게 제공하는 감정노동은 기업의 철저한 통제와 교육에 의해 이루어지는 것이 일반적이다. 본 연구는 감정노동이라는 개념과 구성원들의 감정 관리의 중요성에 대해 실증적 연구를 실시하였다. 고객과 직접 대면하는 고객센터 상담원을 표본으로 사회적 지원에 대한 인식, 조직에서 중시되는 조직성과(조직몰입)에 중점을 두고 이들이 상담과정에서 겪게 되는 감정노동 정도에 대해 주목하였다. 외생변수인 감정노동 정도가 내생변수인 사회적 지원(조직지원인식, 상사지원인식), 조직몰입에 어떠한 행태로 영향을 미치는 지를 종합적으로 분석하였다. 설문을 통해 수집된 252개의 자료는 AMOS 18과 PASW Statistics 18 패키지 프로그램을 이용하여 통계처리 하였으며, 변수의 효과 행태를 분석하기 위하여 구조방정식 모형(SEM)을 활용하였다.

영어

Emotion of humans has been regarded to be a factor that impedes efficiency of the work at the field in the perspective of business administration. The general concept of emotion of humans specified in the emotional labor is to maintain ego and a prerequisite for seamless interaction with others. This study has implemented objective research on the importance of emotional control of members as well as the concept of emotional labor. Placing priority on the awareness of social support (organizational support and supervisor support), organizational performance laid stress on by the organization(organizational commitment), this study has focused on a degree of emotional labor that they tend to experience in the procedure of consultation. Hereupon, this study has comprehensively analyzed how an exogenous variable of a degree of emotional labor influenced on the endogenous variable of social support (perception of organizational support and perception of supervisor support), organizational commitment in terms of types of behavior. First of all, as for research model I designed to identify relation of emotional labor and organizational commitment of performance, it was confirmed that a degree of emotional commitment significantly influenced on the organizational commitment of performance. Path coefficient estimate was -.149 that was not standardized. Standardized path coefficient estimate was -.108, and standard deviation was .084. Hereupon, C.R value was reported as -1.780 that was significant in the level of 10%. Hereupon, a degree of emotional labor was turned out to negatively influence on organizational commitment. Secondly, as for how a degree of emotional labor influenced on social support recognized by consultants, organizational support was significantly recognized in the level of less than 1%. In addition, perception of supervisor support was confirmed to be significant in the level of less than 10%. Furthermore, it was confirmed that a degree of emotional labor influenced on the perception of supervisor support. Third, according to the result of how social support influenced on organizational commitment of consultants, awareness of organizational support was analyzed to be significant in the level of 1% that was positively related to the organizational commitment. In addition, awareness of supervisor support positively influenced on the organizational commitment in the level of 1%. Fourth, according to the result of verifying hypothesis that social support might have mediating effect on the relationship between a degree of emotional labor and organizational commitment, an indirect effect with awareness of organizational support as a parameter had -.191 of non-standard path coefficient and -.013 as standard path coefficient. In addition, statistics of verification was -9.405 and also confirmed to be significant in the level of less than 1%. Furthermore, an indirect effect of perception of supervisor support was turned out to significantly influence on it in the level of less than 1%.

목차

국문 요약
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  2.1 감정노동
  2.2 사회적 지원
  2.3 조직성과: 조직몰입
 Ⅲ. 연구설계
  3.1 연구모형과 연구방법
  3.2 연구가설의 설정
  3.3 변수의 조작적 정의
  3.4 표본의 선정 및 연구방법
 Ⅳ. 실증분석 결과
  4.1 표본의 특성과 타당도
  4.2 구조방정식 모형의 적합성
  4.3 연구 가설검증의 검증
 Ⅴ. 요약과 결론
  5.1 연구의 요약
  5.2 결론 및 시사점
 참고문헌
 Abstract

저자

• 최정임 [ Choi, Joung-im | 한국교통대학교 경영정보학과 강사 ] 제1저자
• 전순영 [ Jun, Soon-young | 한국교통대학교 경영정보학과 교수 ] 교신저자

참고문헌