간호사의 감정노동이 이직의도에 미치는 감정조절 메커니즘에 관한 연구

This study examined the effect of emotional labor of service workers on turnover intention similar to previous studies, targeting nurses at university hospitals located in provincial areas. In the case of existing studies, it is stated that the emotional labor of service workers increases the intention to turnover, but this study presented variables such as surface acting and deep acting as emotional control and emotional management factors that can reduce the intention to turnover of service workers. And unlike previous studies, the sources of emotional labor were divided into two. Specifically, due to the characteristics of university hospitals, it was divided into emotional labor caused by patients and emotional labor caused by bosses (nurses and doctors). In addition, the differential pathway effects of the two emotional labor on the emotional management strategies of service workers, surface acting and deep acting, were presented. As a result of the analysis, it was found that the emotional labor induced by the patient had a significant effect on the deep acting, and the emotional labor induced by the workplace boss also had a significant effect on the deep acting. In addition, it was found that the surface acting and deep acting of service workers, which are emotional control factors, reduce job turnover intention. As a result, service workers who have experienced emotional labor experience job stress, mental emotional exhaustion, and job burnout when they cannot control or manage the emotional labor induced in the work environment by themselves. Therefore, it is important to reduce negative emotions occurring in the workplace environment by controlling or managing their emotional labor in order not to change jobs due to emotional labor. Finally, this study is of academic significance in that it presents a differentiated pathway effect from the two emotional labor sources by dividing the emotional management factors into surface acting and deep acting based on existing research. Hospital managers need to make service workers aware of the importance of deep actong and establish a systematic management system for it.