대고객 상호작용과 관련된 직무특성이 종업원의 심리적 안녕과 성과에 미치는 영향 연구: 감정규율전략의 매개효과

This study aims to examine whether job-focused emotional demands related to interactions with customers (i.e., positive display rules, negative display rules, frequency of interaction, duration of interaction, intensity of emotional expression) are related to emotional exhaustion and/or affective delivery through their impacts on emotion regulation strategies. The research was conducted using a sample collected from 240 full-time employees in a large Korean department store. The results showed that positive display rules were positively related to deep acting and negative display rules were positively related to surface acting. Frequency of interaction was positively related to surface acting, while intensity of emotional expression was positively related to deep acting. While surface acting, in turn, was positively related to emotional exhaustion, deep acting was negatively associated with emotional exhaustion and positively related to affective delivery. Surface acting and deep acting appeared to mediate in the relationships between job-focused emotional demands related to interactions with customers and emotional exhaustion/affective delivery. Some implications for the results are discussed.