감정노동 및 정서상태가 직장 내 행동에 미치는 효과에 대한 연구: 일지조사법을 이용한 정서상태의 매개효과

초록

How employees display their affect has become increasingly significant, especially in service organizations. In general, front-line employees are expected to follow emotional display rules which prescribe that employees express only positive emotions. However, employees experience various emotions while working. As a result, front-line employees must manage how they display the emotions they feel in order to conform to organizational display rules. Employees’ emotional labor and how they experience affect in workplace could differ over time, even within the same day, yet studies on emotional labor and affect have not dealt with the dynamic property of such emotional experiences. Thus, this study aims to examine within-individual relationships among emotional labor, and negative and positive affective states on deviant (organizational and interpersonal deviant behavior) and helping behavior. It also tries to examine the mediating effect of affective states using the experience sampling methodology. Forty bankers who provide face-to face interaction service to customers in financial sector completed two daily surveys over a one-week period, producing 440 matched surveys. The results of hierarchical linear models revealed that deep acting was positively associated with helping behavior. In addition, positive affective states increased helping behavior. Finally, positive affective states mediated the relationship between deep acting and helping behavior. To sum up, deep acting is helpful not only in increasing positive emotions but also in inducing helping behavior in the workplace. Theoretical and practical implications, as well as future research agenda are discussed.

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