감정부조화-직무태도 간 관계에서 심리적 요인의 매개효과와 심리적 요인에 대한 종업원의 성격과 근속년수의 조절효과

There has been much discussion concerning the emotion of employees along with the expansion of service industry. Extant studies dealing with emotion have usually focused on the emotion of employees working in the service industry. However, the emotion of employees is also important for organizations belonging to non-service industry. Therefore, we believe that research regarding employees’ emotion should be extended to small- and medium-sized firms, since the employees of small- and medium-sized organizations are frequently communicating and interacting with each other and much more emotional work of employees is needed. However, few research have been found in the relevant literature. Moreover, it is often found that employees in such firms are not fully supported by a smart personnel and organization system that leads to favorable jobperformance. Instead, their work are piled up and role conflicts are rampant in the departments throughout the organizations. In this situation they are frequently confronted with emotional discomfort. Hence it is plausible to focus on their emotions and its effects on psychological side (e.g., exhaustion & stress) and job-related attitudes (e.g., job satisfaction & organizational citizenship behavior). Based on the ego depletion theory and conservation of resource theory, we attempt to investigate the effects of emotional work in such firms. First, we argue that emotional dissonance increases the exhaustion and stress level. Emotional dissonance also influences job satisfaction and organizational citizenship behavior in a negative way. Meanwhile, exhaustion and stress levels decreases job satisfaction and organizational citizenship behavior. Hence we suggest that the exhaustion and stress mediate the emotional dissonance-job satisfaction and emotional dissonanceorganizational citizenship behavior relationship. Next, we contend that the reverse of neuroticism (hereafter referred as emotional stability) and firm tenure moderate the relationship between emotional dissonance and employees’ psychological results. Specifically we argue that high level of emotional stability and longer firm tenure weakens the effects of emotional dissonance on exhaustion and stress. To test hypotheses, survey data were collected from employees who are working in small- and medium-sized firms. Finally, we use 344 quantitative survey data for running the regression analyses. Findings indicate that the exhaustion mediates ‘emotional dissonance-job satisfaction’ relationship. Exhaustion does not mediate the effect of emotional dissonance on organizational citizenship behavior. On the other hand, stress mediates both ‘emotional dissonance-job satisfaction’ and ‘emotional dissonance-organizational citizenship behavior’ relationship. Regarding the moderating effects, we observe that emotional stability attenuates ‘emotional dissonance-exhaustion’ and ‘emotional dissonance-stress’ relationship. Firm tenure moderates the relationship between ‘emotional dissonance- exhaustion’, while it does not have moderating effect on emotional dissonance-stress relationship.