감정노동의 개념화 및 선행변수에 관한 연구

The goal of the present study is to integrate or classify the conceptualization of emotional labor and its components through the examination of the previous studies, presenting domestic researchers subsequent academic discussions. Some subtle differences were found in between the concept of emotional labor and its components as suggested in the first previous study, differing in the perspectives from the point of view from any direction and not being completely contradictory to each other. Moreover, The differences might be recognized as a conceptual refinement and the expansion of the range of each study based on previous investigations. Every studies has been developed in a way that complements the shortcomings of previous studies by showing new ideas and direction. In this context, the concepts of emotional labor are divided into five categories in the study on the basis of many theories. The components of emotional labor integrated from many researcher’s previous results are classified into six groups. The six components of emotional labor include the frequency of emotional expression, the degree of attention required for the expression of emotion norms, positive and negative affectivity, customer’s attitude, the role-performer’s power, diversity of emotional expressions.