조직구성원의 직무만족에 미치는 감정노동의 영향과 조직지원인식의 조절효과 분석

The concept of emotional labor is introduced in the 1980s by Hochschild. It appeared on many issues concerning the feelings of the recent emotional labor services in Korea. The study of variables affecting the job satisfaction is still in progress by many researchers. This study aims to determine the influence of emotional labor on job satisfaction and perceived organizational support (POS)’s moderating effect in the emotional labor. Emotional labor is consist of surface acting and inner acting. Members of emotional labor act based surface acting (Basic Surface Acting), intensifying the surface behavior (Challenged Surface Acting), based on internal actions (Basic Deep Acting), customer-facing inner action (Perspective Taking Deep Acting), customer perspective, internal actions (Positive Refocus Deep Acting) was composed of a variable broken down into five factors. Use the job satisfaction as a variable that refers to the performance related to the job. Organizational support for the emotional labor behavior based on the classification of emotional support and instrumental support to examine the management mechanism to regulate the impact on organizational performance. Hypotheses are as follows: H1: Emotional labor will have a significant influence on job satisfaction in the organization. H1-1: Emotional Labor, the surface acting will have a significant negative influence on job satisfaction. H1-2: Emotional Labor, the inner acting will have a significant positive influence on job satisfaction. H2: The influence of emotional labor on job satisfaction will have a moderating effect in accordance with the organizational support perception. H2-1: The influence of emotional labor, surface acting on job satisfaction will have a moderating effect in accordance with the perceived organizational support. H2-2: The influence of emotional labor, inner acting on job satisfaction will have a moderating effect in accordance with the perceived organizational support. We analyzed data obtained from 110 people through the call center employees in the Finance Firm industry. Measurement was measured using a Likert 5-point scale for each item, the preliminary analysis and hypothesis testing are SPSS Statistics 20.0 and AMOS 20.0 statistical package was utilized. Emotional labor organization is one hypothesis give a significant impact on job satisfaction has been adopted. These results imply manager must manage the inner acting and surface acting of emotional labor in order to improve organizational performance. Organization and customer effort and planning into the appropriate emotion to represent the organization while interacting in executive positions should be managed. The emotions labor’s performance can increase the organizational effectiveness using perceived organizational support.