직장 내 관계갈등으로 인한 감정규율전략, 감정고갈 및 긍정정서전달: 감정관리 자기효능감의 조절효과

This paper focuses on how individuals perform emotional labor in the contexts of relational conflicts among organizational members. Most existing studies have focused on emotional labor customer-related interaction contexts and they have ignored emotional labor which may occur in non-customer-related-within-organizational interactions. This paper focuses on addressing this gap through analysis of emotional labor in non-customer-related-within-organizational interactions where organizational members suffer from relationship conflict. More specifically, this paper examines how relationship conflict is related to surface acting and deep acting, and how these variables are in turn associated with positive affective delivery and emotional exhaustion. In addition, this paper examines the role of self-efficacy for emotional management in the relationship between surface acting and emotional exhaustion. These research objectives are tested using a sample of 336 drawn from employees of a Korean hotel resort. The analysis results are as follows: First, Hypothesis 1 was adopted because relationship conflict positively related with surface acting(β=0.16, p<.01). Hypothesis 2 was rejected because relationship conflict not related with deep acting. Hypothesis 3 was adopted because surface acting positively related with emotional exhaustion(β=0.15, p<.01). However, the relation ship between deep acting and emotional exhaustion was not significantly. Thus, hypothesis 4 was rejected. On the other hand, surface acting(β=0.18, p<.01), deep acting(β=0.23, p<.001) were positively related with positive affective delivery. Hypothesis 5 and 6 were adopted. The emotional regulation strategy(surface acting, deep acting) played a mediating role in the relationship between relationship conflict and employee's outcome variables; emotional exhaustion, positive affective delivery. Accordingly, hypothesis 7 was adopted. Finally, self-efficacy for emotional management negatively moderated the negative relationship between surface acting and emotional exhaustion, hypothesis 8-1 was accepted. Hypothesis 8-2 was not accepted because the relationship between surface acting and positive affective delivery was not moderated by self-efficacy for emotional management. As a result, it can be said that this paper provides the following implications. First, we focused on 'expand emotional labor research' beyond customer interactions. Almost previous research were focused on relationship between employee and customers in service context. This research shows that a worker showing appropriated emotion to the co-workers for preforming ones' job well is important. Secondly, we redefined the relationship between relational conflict and emotional labour among employee. We scrutinized that emotional regulation strategy mediated relationship between relationship conflict and outcome variables. Finally, we find out that self-efficacy for emotional management could play an adjusting role. In order to decrease the employee's emotional exhaustion which is caused by fulfilling surface acting, the organizations should provide training programs development for self-efficacy for emotional management.