감정조절전략과 조직시민행동의 관계에 대한 심리적주인의식의 조절효과

초록

The purpose of this study is to examine the main effect of emotional regulation and psychological ownership on employee’s organizational citizenship behavior. Also we verified the moderating effect of psychological ownership on the relationship between emotional regulation and psychological ownership. To empirically test these relationships, data were collected from 470 respondents who were working in service encounter and interact with customers. A SEM (structural equation model) was used for the test of hypotheses. Findings are as follows. First, it turned out that deep acting increases organizational citizenship behavior whereas surface acting had no effect on the organizational citizenship behavior. Also, it was confirmed that psychological ownership increases organizational citizenship behavior. Second, analysis showed that the moderating effect of psychological ownership in the relationship between emotional regulation (surface acting, deep acting) and organizational citizenship behavior is significant in both the cases of surface acting and deep acting. The employees with an overall high level of psychological ownership display a higher level of organizational citizenship behavior than an employee with a low level of psychological ownership in the cases of both surface acting and deep acting. However, moderating effects of psychological ownership on organizational citizenship behavior showed different pattern for surface acting and deep acting. In the case of high level of psychological ownership, deep acting increased organizational citizenship behavior, and surface acting decreased organizational citizenship behavior. In the case of low level of psychological ownership, however, deep acting had minimal effect on organizational citizenship behavior and surface acting actually increased organizational citizenship behavior. In conclusion, this paper confirmed that the research findings of previous studies on emotional labor and organizational citizenship behavior are not applicable to all emotional laborers, but are limited to those with a high level of psychological ownership. A discussion on the results of the analysis, as well as managerial implications and limitations will be presented in the discussion that follows.

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