본 연구는 서비스종사원의 감정노동과 감정부조화 및 직무태도 간의 영향관계를 살펴보기 위하여 서비스업종 고객접점 종사원을 대상으로 감정노동, 감정부조화 및 직무태도에 대하여 실증분석하였다. 분석 결과에 의하면 감정노동의 표면행위는 감정부조화에 유의한 영향을 미치고 있는 것으로 나타났으며, 또한 감정부조화는 직무만족과 감정소진에 유의한 영향을 미치는 것으로 나타난 반면에, 감정노동의 내면행위는 감정부조화에 유의한 영향을 미치지 않는 것으로 나타났다. 이러한 연구 결과는 재미있는 시사점을 제공해 준다. 고객접점 종사원들이 인지하는 감정노동의 표면행위는 직무와 관련된 감정부조화에 영향을 미치는 반면, 감정노동의 내면행위는 감정부조화에 유의한 영향을 미치지 않는 것으로 추측할 수 있다. 실제정서와 표현정서 사이의 차이가 큰 표면행위의 중요성이 부각되고 있는 점에서 주목할 필요가 있을 것이다. 감정노동의 표면행위와 감정부조화 간의 영향관계가 존재한다면, 이러한 관계를 완화시키는 변수를 발견하는 노력이 지속되어야 할 것이다.

Though the concept of emotional labor in service workers is very important in the theoretical and practical perspective, the extant study has not yet studied. Based on the existing literature on the effects of surface acting and deep acting of emotional labor on emotional dissonance, job satisfaction, and burnout, the hypotheses were suggested and data analyses were performed to verify these hypotheses. Data gathering were performed by self-administered questionnaires on the samples of 217 encounted service employees from hotels, airlines, and retailers. Findings were as following. First, surface acting of emotional labor shows significant positive effect on emotional dissonance. Second, emotional dissonance does show significant effects on job satisfaction negatively, and on burnout positively. But deep acting of emotional labor does not show significant effect on emotional dissonance. Results of this study provide interesting suggestions on the subject of emotional labor. Service firms should emphasize the deep acting of emotional labor to decrease employees' emotional dissonance and to increase customer satisfaction through authenticity. The implications of the results and research topics to be studied were discussed.

Though the concept of emotional labor in service workers is very important in the theoretical and practical perspective, the extant study has not yet studied. Based on the existing literature on the effects of surface acting and deep acting of emotional labor on emotional dissonance, job satisfaction, and burnout, the hypotheses were suggested and data analyses were performed to verify these hypotheses. Data gathering were performed by self-administered questionnaires on the samples of 217 encounted service employees from hotels, airlines, and retailers. Findings were as following. First, surface acting of emotional labor shows significant positive effect on emotional dissonance. Second, emotional dissonance does show significant effects on job satisfaction negatively, and on burnout positively. But deep acting of emotional labor does not show significant effect on emotional dissonance. Results of this study provide interesting suggestions on the subject of emotional labor. Service firms should emphasize the deep acting of emotional labor to decrease employees' emotional dissonance and to increase customer satisfaction through authenticity. The implications of the results and research topics to be studied were discussed.

emotional labor, surface acting, deep acting, emotional dissonacne, job attitudes