감정표현규범, 감정노동, 감정소진 간의 관계에서 직무자원의 조절된 매개효과 분석

The purpose of this study is to investigate the relationships among emotional display rules, emotional labor and emotional exhaustion. The moderated mediation effects of job resources is also analyzed in the relationship among them. In order to carry out this study, a questionnaire survey was conducted for employees working in emotional labor, and the hypotheses established through previous studies were verified. The results of the study were as follows; • First, emotional display rules have a positive relationship with emotional labor. • Second, emotional labor has a positive relationship with emotional exhaustion. • Third, emotional labor mediated the relationship between emotional display rules and emotional exhaustion. • Fourth, job demands have a moderating effect on the relationship between emotional labor and emotional exhaustion. • Finally, job demands have a moderated mediating role in the influence of emotional display rules on emotional exhaustion through emotional labor. The implication of this study is that it is necessary to manage job demands such as supervisor or co-worker's support in order to reduce the negative effects of employees' emotional labor in the organization.