공동주택 관리자의 감정노동 수준이 안전 행동에 미치는 효과- 직무 소진의 매개 효과와 대처 전략의 조절 효과 -

초록

This study investigated the influence of apartment managers’ emotional labor on their safety management behavior, the moderating role of coping strategy in the relation between emotional labor and burnout, and the mediating role of job burnout in the relation between emotional labor and safety management behavior. A survey was administered to 277 apartment managers. The survey results showed that emotional labor positively affected job burnout, and deep acting moderated the relation between emotional labor and burnout. In other words, coping with emotional labor via deep acting reduced job burnout. Emotional labor negatively affected safety management behavior (compliance and participant behavior), and job burnout mediated this relationship. These results indicate that apartment managers with higher levels of emotional labor experience worse burnout and display fewer safety management behaviors. Accordingly, measures are required to reduce burnout in apartment managers, such as the transformation of residents’ perceptions of their managers’ work, the implementation of programs to enhance deep action, and regular assessments of the social and psychological risks of applying these practices in the field. However, as limited studies on this subject have been conducted, further research is imperative to generalize these findings.

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