호텔종사원들의 표면행동이 감정탈진과 직무만족에 미치는 영향: 인지된 조직지원의 조절된 매개효과

This paper investigated how perceived organizational support(POS) has a moderating effect on the relationship between surface acting and emotional exhaustion and examined the mediating relationship between surface acting and job satisfaction via emotional exhaustion and tested moderated mediation model combining moderation model and mediation model. To test these research objectives, moderation analysis, mediation analysis and moderated mediation analysis were performed. A total of 214 hotel employees participated in this study. The results showed that surface acting were significantly related to emotional exhaustion which in turn significantly affected job satisfaction(mediation effect). And POS moderated the relationship between surface acting and emotional exhaustion such that emotional labor was related to more emotional exhaustion for employees who perceived less organizational support(moderation effect). In particular, POS moderated the negative and indirect effect of surface acting on job satisfaction through emotional exhaustion such that emotional exhaustion mediated the indirect effect only when POS was low but not when it was high(moderated mediation effect). These results suggest that organizational interventions aimed at improving POS when hotel employees experience surface acting would be valuable tools for organizational performance. Both theoretical and practical implications are discussed.