감정노동과 직무소진의 관계에서 조직지원인식의 매개효과에 관한 연구: 도시철도 사례를 중심으로

The purpose of this research is to examine the impact of emotional labor and perceived organizational support on job burnout with the case of urban railway employees. Also, this study verifies the mediating role of perceived organizational support in explaining the change of emotional labor and job burnout. The findings are summarized as follows. First, surface acting has a positive effect on job burnout, while deep acting has a negative effect. Second, surface acting has a negative effect on the company's perceived organizational support, while deep acting has a positive effect. Third, perceived organizational support has a negative impact on job burnout. Final, perceived organizational support plays a partial intermediary role in explaining the relationship of surface acting with job burnout. In addition, awareness of the organizational support between deep acting and job burnout plays a complete mediating role. This research confirms that urban railway workers carry out emotional labor and reveal similar tendency of relationships to the theoretical argument about reducing emotional labor. Therefore, in order to reduce emotional labor, the corporations should increase organizational supports.