감정노동에 대한 정서적·인지적 상사지원이 정서적 탈진감과 직무만족에 미치는 차별적 영향: 패션판매원을 중심으로

Abstract

The positive effects of supervisory support have been proved in so many studies for a long time. However, several recent studies showed that the effects of the supervisory support for emotional labor were non-significant or negative depending on dependent variables or industries. Empirical studies investigating the causes of the inconsistent results have not been performed yet. Therefore, this study aims to investigate not only the different effects of overall, emotional and cognitive supervisory support for emotional labor on emotional exhaustion and job satisfaction, but also the cause of the different effects. The result from an empirical study on fashion salesperson shows that overall supervisory support has non-significant effect on emotional exhaustion and significant effect on job satisfaction. To investigate the cause of the different effects, overall supervisory support is divided into emotional and supervisory support. Emotional support has non-significant effects on emotional exhaustion and job satisfaction, but cognitive support has significant effects on emotional exhaustion and job satisfaction. Additionally, the offsetting effect of emotional and supervisory support on emotional exhaustion results in the non-significant effects of overall supervisory support on emotional exhaustion. The implications of the results and future research are suggested.