감정노동이 그 수행자의 심리적 안녕과 태도에 미치는 영향과 관련하여 최근 감정부조화 개념이 주목되고 있다. 즉, 감정노동의 여러 부정적인 효과는 특히 감정노동 수행자가 그 과정에서 감정부조화를 느낄 때 주로 발생한다는 것이다. 이러한 점에서, 본 연구는 감정노동과 관련한 다양한 개념 가운데 감정부조화와 그 영향에 대해 분석해 보았다. 구체적으로, 본 연구에서는 감정부조화가 직무만족과 조직몰입, 이직의향 등 감정노동 종사자의 직무 및 조직관련 태도에 미치는 영향을 실증해 보았다. 아울러, 본 연구에서는 감정부조화의 이러한 영향을 완화시킬 수 있는 다양한 조절 요인들 가운데, 직무자율성과 상사 및 동료로부터 주어지는 사회적 지원의 역할에 대해 확인해 보고자 하였다. 종합병원에 근무하는 234명의 임상간호사들을 대상으로 한 설문조사 결과, 감정노동 수행과정에서 경험하는 감정부조화는 이들의 직무만족과 조직몰입 그리고 이직의향과 부정적인 영향관계에 있음을 알 수 있었다. 즉, 감정부조화는 직무만족과 조직몰입은 떨어뜨리는 반면, 이직의향은 증대시키는 영향관계에 있었다. 또한 상사지원과 함께, 특히 동료지원 요인은 임상간호사들의 고갈되기 쉬운 감정자원을 보충해주고, 감정부조화의 부정적인 영향을 완화시켜주는 의미 있는 심리적 직무자원으로 기능한다는 사실을 확인하였다. 그렇지만 예상과는 달리, 직무자율성은 이러한 완충적 조절효과를 보여주지 못하였다. 이러한 분석결과가 나타난 이유에 대한 토론과 함께, 본 연구의 시사점과 한계점이 제시되었다.
Since the concept of emotional labor was first introduced by Hochschild(1983), there have been much debate about the impacts of emotional labor. Although Hochschild`s original work has focused on the negative psychological effects of expressing emotions in order to comply with job expectations, their positive consequences have also been conceptualized and empirically found by many researchers. According to these previous researches, emotional labor can serve to facilitate task performance by providing the service worker with a means to regulate the interactions with the clients and make those interactions more predictable, and thus by providing the service employee with a sense of increased self-efficacy. On the other hand, emotional labor can become dysfunctional and detrimental for the service worker especially when dissonance between felt emotions and displayed emotions is experienced. This emotional dissonance may ultimately lead to lowered self-esteem, job burnout, and job dissatisfaction. As this, a facet of emotional labor that is of both theoretical and practical interest is that of emotional dissonance. However, most of the literature on emotional dissonance so far have conceptually dealt with its negative impacts on the employee`s psychological well-being yet to be empirically tested. In this respect, this paper is aimed to investigate empirically the consequential effects of emotional dissonance. Especially this study examined the relationships between emotional dissonance and employee`s job and organizational attitudes such as job satisfaction, organizational commitment, and intention to quit. In addition, this article tries to find the factors that can protect service employee against these negative effects of emotional dissonance. The job strain and stress researches, such as job demand-control model and the conservation of resources theory, have sought to identify the factors in the work environment or in the person that might buffer against negative stress effects. These studies have documented numerous cases in which job autonomy and social supports provided by supervisors or co-workers have been found to have a buffering effect on the stress. It has been argued that emotional labor is a source of work stress and that it taxes the psychological and physiological efforts of the service employee. So, we can expect that job autonomy and social support can also buffer and alleviate the negative effects of emotional dissonance. In this respect, this paper also tested the buffering hypotheses that job autonomy and social support will moderate the impacts of emotional dissonance on job satisfaction, organizational commitment, and intention to turnover. To test these relationships, data were collected from nurses who are working in two general hospitals in Korea. In a stage of pilot research, semi-structured interviews were executed with nurses in order to get some qualitative data about their organizations and general work environments. After that, questionnaire survey has been implemented as a main stage of research. Based on the quantitative survey data from 234 respondents, a series of hierarchical regression analyses were used for the test of hypotheses. Findings are as follows. First of all, as expected in the hypotheses, nurses`s perceived emotional dissonance was negatively related to their job satisfaction and organizational commitment, whereas it was positively related to their intention to quit. So it was confirmed in our study that emotional dissonance might explain a significant amount of variance in predicting job satisfaction, organizational commitment and turnover intention of service employee like nurses in this study. In addition, we found that social supports from supervisor and especially from co-worker played a very important role in attenuating the negative impacts of emotional dissonance on their job attitudes. But we found no interaction effect of job autonomy that was expected in the hypotheses. The implications of these findings for management of organizations and the limitations of this study are then discussed.