초록

본 연구는 사회복지사를 대상으로 그들의 감성노동이 비과업행동(조직시민행동, 반생산적 행동)에 미치는 영향을 살펴보았다. 감성노동에 관한 기존의 연구들은 감성노동이 서비스 종사자들의 과업행동 및 성과에 긍정적인 영향을 미친다는 연구와 부정적인 영향을 미친다는 연구가 혼재되어 있다. 본 연구는 Hochschild가 정의한 감성노동의 두 가지 관리행위인 내면행위와 표면행위를 중심으로 사회복지사의 내면행위는 그들의 비과업행동에 긍정적인 영향을 미치고, 사회복지사의 표면행위는 그들의 비과업행동에 부정적인 영향을 미치게 될 것이라는 가설을 세우고 이를 실증하였다. 또한 사회복지사의 표면행위가 그들의 비과업행동에 부정적인 영향을 미치는 과정에서는 사회복지사의 감정부조화가 매개역할을 하는지, 그리고 직속상사의 감성적 리더십이 표면행위의 부정적인 효과를 감소시키도록 조절하는지를 살펴보았다.

키워드

감성노동, 조직시민행동, 반생산적 행동, 감정부조화, 감성적 리더십

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