고령 근로자 감정노동에 대한 주관성 연구: 서비스업 중심으로

Purpose - This study aims to explore the characteristics of emotional labor among older workers in response to the demographic shift into a super-aged society. Specifically, it seeks to classify the types of emotional labor performed by older employees and analyze the distinct features of each type, thereby providing a nuanced understanding of their emotional labor experiences and practical implications for organizational and policy-level interventions. Design/methodology/approach - Employing Q methodology, which focuses on the systematic analysis of individual subjectivity, the study surveyed 24 older workers employed in franchise restaurants in South Korea. Through a structured Q-sorting process and factor analysis, the study identified patterns in how these workers perceive and perform emotional labor. The research classified these patterns into meaningful types based on shared subjective experiences and attitudes. Findings - The analysis revealed four distinct types of emotional labor among older workers: (1) Active Emotional Regulation Type, (2) Reduced Self-Efficacy Type, (3) Experience-Based Emotional Regulation Type, and (4) Passive Physical Exhaustion Type. Each type reflected different approaches and challenges in managing emotional demands at work, influenced by factors such as self-efficacy, role identity, accumulated experience, physical limitations, and perceived organizational support. Research implications or Originality - This study contributes to the theoretical expansion of emotional labor research by focusing on older workers as an independent research group, highlighting the diversity within this demographic. Practically, it underscores the need for differentiated management strategies and policy support tailored to the unique emotional labor profiles of older workers. The findings suggest that a one-size-fits-all approach is insufficient, advocating for age-sensitive emotional labor management in organizations facing an increasingly aged workforce.