서비스직 종사자들의 감정노동과 서비스지향 OCB의 관계: 직무소진의 매개효과 및 조직지원인식의 조절효과

Abstract

Many previous studies of emotional labor have focused mainly on the effects of emotional labor on the well-being of individuals, such as job burnout, job satisfaction and turnover intention. Although the service-oriented OCB is expected to help improve the quality of customer service, the results of the previous studies on the service-oriented OCB are insufficient. This study looked at the relationship between emotional labor strategies(surface acting or deep acting) and service-oriented OCB. In addition, this study was conducted to verify the mechanism of the relationship between emotional labor and service-oriented OCB via job burout, and whether perceived organizational support plays a role as a moderating variable. Survey data were collected and analyzed from 341 customer contact employees in a public company. Results of this study showed that deep acting of emotional labor had more influence on service-oriented OCB than surface acting, and surface acting had more influence on job burnout than deep acting. Job burnout was partially mediated only in the relationship between deep acting and service-oriented OCB, not between surface acting and service-oriented OCB. Additionally, the perceived organizational support was found to positively strengthen the relationship between both emotional labor strategies and service-oriented OCB.