사회정체성이 감정노동에 미치는 영향 : 고용형태의 조절효과를 중심으로

This paper examines predisposing factors affecting selection of an emotional labor strategy (deep acting and surface acting) in a business environment characterized by the growth in the service sector and the number of non-regular workers. The paper also identifies the effects of social identity as a predisposing factor affecting the choice between deep acting and surface acting, and in the process, the moderating effects of different employment types. The results show employers with a stronger sense of social identity choose deep acting among emotional labor strategy options, and workers with a weaker sense of social identity engage in surface acting. Such a result indicates that employers with a strong sense of social identity identify themselves with the organization they belong to cognitively as well as psychologically, and consequently, choose deep acting strategy which involves active emotional input when performing work at the organization. In contrast, the research on the moderating effects of different types of employment show that the moderating effects are found only in relationships between social identity and deep acting. In other words, as for the effects of social identity on deep acting, non-regular workers are subjected to relatively strong static influence compared to regular workers. Based on the results of the study, implications for future research are drawn.