직무요구와 감정노동이 직무만족과 조직충성도에 미치는 영향: 조직지원인식의 조절효과를 중심으로

초록

The purpose of this study is to attempt to investigate how job demand(i.e. role conflict, role ambiguity and role overload) and emotional labor(i.e. surface acting and deep acting) affect emotional exhaustion, as well as how emotional exhaustion affects job satisfaction and organizational loyalty. Another important objective of this study is to identify whether perceived organizational support(POS) moderates these relationships. This study employed a questionnaire survey to test the hypotheses. Data were gathered from a sample 214 frontline employees in retail service industries. Structure equation model and multiple group analysis were conducted to verify the hypothesized relationships. The results of this study are as follows. First, job demand partially affects emotional exhaustion. Specifically, role ambiguity and role overload both significantly increase emotional exhaustion; role conflict, on the other hand, does not. Second, the data also provide partial support for the hypothesis that emotional labor impact emotional exhaustion. Specifically, surface acting significantly affects emotional exhaustion, whereas deep acting has no effect on emotional exhaustion. Third, the hypothesized relationship between emotional exhaustion and job satisfaction, as well as the relationship between emotional exhaustion and organizational loyalty, are supported. Emotional exhaustion significantly decreases job satisfaction and organizational loyalty. Finally, perceived organizational support(POS) significantly moderate the only one relationship between role ambiguity and emotional exhaustion.

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