감정노동이 직무스트레스와 직무만족에 미치는 영향－조직동일시로 인한 직무스트레스의 조절된 매개효과－

In the field of service-oriented management, when employees face customers with impolite way of speaking and unreasonable demand, employees are more likely to feel increased job stress and decreased job satisfaction. Hence, an emotional labor is a hot issue, and research on this area has become popular. This study investigates the relationships among emotional labor, job stress and job satisfaction. More specifically this study examines how organizational identification plays a role moderating role on these relationships. The results revealed that deep acting of emotional labor diminished job stress but increased job satisfaction. These findings support our hypothesis that organizational identification has a negative moderating effect on deep acting and job stress and that job stress has a moderated mediating effect on deep acting?? and job satisfaction. In contrast, emotional labor superficially increased job stress but decreased job satisfaction, and organizational identification has a positive moderating effect job stress. From this perspective, job stress had a moderated mediating effect between surface acting and job satisfaction. This study suggests that HRM managers should focus on holding education and training programs about deep acting and organizational identification. Furthermore, it is necessary to give workers empowerment in order to improve their organizational identification. Theoretical, practical implications of the findings and directions for future research are discussed.