캐디의 감정노동과 직무탈진의 관계에서 LMX의 조절 역할

초록

The purpose of this study is to investigate the relationship between emotional labor and job burnout based on previous literature. The current study also attempts to verify a moderating effect of leader-member exchange in the relationship between emotional labor and burnout among golf caddies. To achieve the goals, 360 caddies in the domestic golf courses located in Seoul and its vicinity participated in this study. Total of 330 usable questionnaires were utilized for data analyses. The questionnaire included emotional labor scale, leader-member exchange items, and job burnout scale in addition to demographic items, The data analyses were performed via two stages. In the first stage, a frequency analysis and descriptive statistics were performed using the research variables. In the second stage, confirmatory factor analysis and a multivariate multiple regression analysis were performed to test 12 hypotheses. The results indicated that surface acting did not have significant effect on emotional exhaustion. However, surface acting had a significant negative effect on depersonalization and reduced personal accomplishment. Next, deep acting had a negative impact on emotional exhaustion, depersonalization, and reduced personal accomplishment. Third, leader-member exchange did not have statistically significant moderating effect between emotional labor and job burnout. The results of the study were different from the results of traditional emotional labor studies. Thus, this study provides extensive discussion on why the current study showed different results from previous literature. In addition, directions for future research and its implications are discussed.

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