상사와 동료의 비공식적 지원, 가족친화제도 이용용이성과 감정노동: 병원근로자의 심리적 웰빙의 매개효과를 중심으로

초록

Previous studies of emotional labor showed that deep acting increases customer’s satisfactions and positively impacts on job performances. Although the commonly held belief is that work-family conflict and emotional labor are closely related, little is known about the relationship between emotional labor and work-family human resource bundles. Suggesting work-family human resource bundles and informal social support within the workplace as deep acting’s precedence factor, this study examined the mediating role of psychological well-being on the relationship between workplace social support and deep acting. We conducted the study on a sample of 211 hospitals workers. The result showed that informal social support from supervisor and colleagues as well as perceived usability of work-family human resource bundles were positively related to psychological well-being. We also found that psychological well-being fully mediated the relation between both variables and emotional labor, i.e. deep acting and surface acting. The result suggests that perceived usability of work-family human resource could signal the resourcefulness of organization which may increase psychological wellbeing of hospital workers. Such resourcefulness may be utilized for better client care and better performance. Theoretical and practical implications of the findings about hospital’s service employees and suggestions for future research are discussed.

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