본 연구는 조직몰입의 요인과 감정노동의 요인을 실증적으로 분석하였으며 이를 통하여 조직 구성원 관리의 핵심이라 할 수 있는 조직만족간의 관계를 구조 모형을 통하여 분석하였다. 선행연구를 바탕으로 각각의 개념에 관하여 조사한 결과 조직몰입의 요인으로 정보공유와 신뢰, 과업책임, 권한위임으로 구분하였으며 감정노동의 요인으로 내면행동, 감정부조화, 표현노력, 표정관리로 구분되었다. 다음 직무만족에 대해서는 개인적 만족으로 적성만족과 조직 만족으로 인사만족으로 분류하여 측정하였다. 연구 결과에 따라 다음과 같은 시사점을 도출하였다. 첫째, 조직몰입 요인 중 ‘정보공유와 신뢰’가 높을수록 ‘내적행동’과 같은 긍정적 감정노동 역시 높아지며 또한 ‘정보공유와 신뢰’의 기능이 높아지면 ‘감정부조화’의 요인이 줄어들고 있음을 나타내었다. 조직몰입 요인 중 ‘과업책임’요인은 감정노동에 정의 영향을 미치고 있는 것으로 나타나 직원의 직무에 최선을 다하고 책임감을 가질 수록 고객에 보다 좋은 서비스를 제공하고자 하는 감정노동의 정도도 높아지는 것을 시사하였다. 둘째, 감정노동의 요인 중 ‘내적행동’요인이 높아지면 직원의 직무에 만족이 높게 나타났다. 반면 ‘감정부조화’요인은 개인적 만족인 적성만족에는 부의 영향을 조직에 대한 인사만족에는 정의 영향을 미치고 있는 것으로 나타났다. 또한 조직의 표현 규칙에 따라 감정을 표현하려는 ‘표현노력’은 ‘적성만족’에는 정의 영향을 조직에 대한 인사만족에는 어떠한 영향을 미치고 있지 않는 것으로 나타났다. ‘표정관리’는 ‘적성만족’에 부의 영향을 나타내었으나 인사만족에는 어떠한 영향을 미치고 있지 않는 것으로 나타났다.

This study is to analyze factors for organizational commitment and emotional labor. By analyzing structural model, this study also analyzed relationship of organizational satisfaction which is the name of the game in managing employees. Based on literature review, this study sorted two factors, organizational commitment and emotional labor, with sharing information, responsibility, empowerment, internal behavior, inharmonic of emotion, expression method, control facial expression. On the other hand job satisfaction was divided with personal satisfaction, aptitudinal satisfactional satisfaction, and human resource satisfaction. This study derived suggestions as follows : First, among the factors of organizational commitment, the higher the credibility of sharing information are the higher positive emotional labor level is showed, and the higher the ability of sharing information and credibility are the lesser the inharmony of emotion is showed. However, the factor of responsibility made positive effect on emotional labor level meaning employees tend to provide better service to customers when they try hard on their job and take responsibility. Second, among the factors of emotional labor level, internal behavior leads job satisfaction positively. Especially, inharmony of emotion made negative effect on aptitudinal satisfaction and positive effect on human resource satisfaction. Further, expression method which is forced to show the emotions by the regulation in the organization made positive effect on aptitudinal satisfaction, but it did not make any effect on human resource satisfaction. Control facial expression made negative effect on aptitudinal satisfaction, but it made no effect on human resource satisfaction.

This study is to analyze factors for organizational commitment and emotional labor. By analyzing structural model, this study also analyzed relationship of organizational satisfaction which is the name of the game in managing employees. Based on literature review, this study sorted two factors, organizational commitment and emotional labor, with sharing information, responsibility, empowerment, internal behavior, inharmonic of emotion, expression method, control facial expression. On the other hand job satisfaction was divided with personal satisfaction, aptitudinal satisfactional satisfaction, and human resource satisfaction. This study derived suggestions as follows : First, among the factors of organizational commitment, the higher the credibility of sharing information are the higher positive emotional labor level is showed, and the higher the ability of sharing information and credibility are the lesser the inharmony of emotion is showed. However, the factor of responsibility made positive effect on emotional labor level meaning employees tend to provide better service to customers when they try hard on their job and take responsibility. Second, among the factors of emotional labor level, internal behavior leads job satisfaction positively. Especially, inharmony of emotion made negative effect on aptitudinal satisfaction and positive effect on human resource satisfaction. Further, expression method which is forced to show the emotions by the regulation in the organization made positive effect on aptitudinal satisfaction, but it did not make any effect on human resource satisfaction. Control facial expression made negative effect on aptitudinal satisfaction, but it made no effect on human resource satisfaction.

Organizational Commitment, Emotional Labor, Job Satisfaction