Analysis on the Effects of Emotional Labor on Job Satisfaction in Beauty Salon Workers - Mediating Effects of Psychological Burnout -

Abstract

This study attempted to verify the influence of emotional labor types on psychological burnout and job satisfaction and to determine the mediating effects of psychological burnout in emotional labor type-job satisfaction relationship. For this, a questionnaire survey was conducted among a total of 367 beauty salon employees in Chungcheong·Daejeon and reliability analysis, correlation analysis and regression analysis were performed using SPSS 18.0. The study results found the following: First, according to analysis of the relationship among emotional labor, psychological burnout and job satisfaction, both surface acting and deep acting had an influence on psychological burnout, which in turn decreased job satisfaction. In the case of deep acting, employees provide services with willingness depending on their emotion. Because emotional dissonance does not occur, the degree of psychological burnout decreases. In the case of surface acting, on the contrary, the employees express their emotion according to the guideline, keeping what they have in mind unexposed. As a result, psychological burnout is greater, causing negative results. Second, according to analysis of the mediating effects of psychological burnout between emotional labor and job satisfaction, a partial mediating effect was observed between deep acting and job satisfaction. In contrast, a completing mediating effect was found in surface acting-job satisfaction relationship. The said results indicate that in the cosmetology industry, even though emotional labor is inevitable, the policies and personal efforts to reduce psychological burnout would eventually increase job satisfaction. Therefore, cosmetology salons need to take preventive measures to reduce the intensity of emotional labor, search for a reasonable management plan for the establishment of diverse policies and develop a systematic personnel management system that could maximize job satisfaction before psychological burnout starts to occur.