철도여행인솔자의 감정노동이 감정부조화와 직무만족에 미치는 영향 - 감정부조화의 매개효과와 감정표현규범몰입의 조절효과 -

Abstract

Based on 288 railroad tour conductors who were never been studied as research objective with the need of broadening to other industries, this study categorizes the emotional labor into deep-acting and surface-acting and analyzes what effects those have on emotional dissonance and job satisfaction respectively. It also analyzes the mediating effect of emotional dissonance between emotional labor and job satisfaction, and the moderating effect of immersion in emotional display rules between emotional labor and emotional dissonance. The followings are the summarized results of analysis. First, railroad tour conductors’ deep-acting negatively influences on the emotional dissonance, but their surface-acting positively influences on the emotional dissonance. Second, in terms of job satisfaction, deep-acting has a positive impact on it whereas surface-acting has a negative impact. Third, emotional dissonance influences negatively on job satisfaction. Fourth, as to the mediating effect of emotional dissonance, deep-acting and surface-acting both have a partial mediating effect on emotional dissonance as well as a positive influence on job satisfaction. Lastly, after the moderating effect of immersion in emotional display rules having been studied, immersion in emotional display rules does not appear to have a positive moderating effect on emotional dissonance of deep-acting but it does have an effect on dissonance of surface-acting With the results mentioned above, this study suggests the theoretical & practical implication as well as the direction of further research.