The Effects of Police Officers’ Emotional Labor on Burnout and Organizational Effectiveness: Exploring the Moderating Role of Social Support (경찰공무원의 감정노동이 감정소진과 조직유효성에 미치는 영향과 사회적 지원의 조절효과에 관한 연구)

Jung Chul Lee (이정철); Jung Wook Lee (이정욱); Yoon Jik Cho (조윤직)

The Effects of Police Officers’ Emotional Labor on Burnout and Organizational Effectiveness: Exploring the Moderating Role of Social Support

Korean Society and Public Administration
Abbr : KSPA
2015, 26(2), pp.353-383
Publisher : Seoul Association For Public Administration
Research Area : Social Science > Public Administration

Jung Chul Lee ¹, Jung Wook Lee ², Yoon Jik Cho ²

¹연세대학교 행정학과
²연세대학교

Accredited

ABSTRACT

This study investigates how the emotional labor of street-level police officers affects burnout and organizational effectiveness. It also explores the role of social support that moderates the relationships between emotional labor and expected outcomes. Conducting a survey of 400 police officers working in the Seoul Metropolitan area, this research implements OLS regression analysis to examine the effect of emotional labor. The analysis result confirms the negative effects of emotional dissonance, one of the dimensions of emotional labor. It depletes the emotions and facilitates dehumanization. It also decreases organizational commitment and job involvement, while increasing turnover intention. On the other hand, the analysis demonstrates the positive role of social support by supervisors and colleagues. It directly decreases burnout and increases organizational effectiveness. Furthermore, it indirectly contributes to organizational effectiveness by moderating the negative effect of emotional labor. In other words, when social support is high, the negative effect of emotional labor on burnout and organizational effectiveness is relieved to some extent. Altogether, the analysis result implies that a systematic treatment of emotional labor is required and social support has a potential as a managerial tool to alleviate the negative effects of emotional labor.

KEYWORDS

Emotional Labor, Burn-out, Organizational Effectiveness, Social Support

Citation status

* References for papers published after 2023 are currently being built.

[journal] 권미경 / 2011 / A Study on the Influence of Emotional Laborand Social Support on Airline Call Center Agent Burnout / 한국항행학회논문지 / 한국항행학회 15(5) : 808~822

[journal] 권혁기 / 2011 / The Effects Of Surface And Deep Acting Of Emotional Labor On Emotional Dissonance And Job Attitudes / 인적자원관리연구 / 한국인적자원관리학회 18(1) : 311~326

[journal] 권혜림 / 2012 / A on the Effects of Police Officer's Emotional Exhaustion on Job Attitude / 경찰학논총 / 경찰학연구소 7(2) : 67~87

[journal] 김경민 / 2013 / A Study on the Influence that A Tourism Industry Worker's emotional labor Has on organizational effectiveness - With Leadership as Moderating Effect - / 관광연구 / 대한관광경영학회 28(3) : 327~352

[journal] 김구 / 2012 / The Impact of Police officials’ Emotional Labor on Job Stress and Job Satisfaction: Focused on J-Provincial Police Agency / 한국사회와 행정연구 / 서울행정학회 22(4) : 497~523

[journal] 김민주 / 2006 / A Comparative Study of the Consequences of Emotional Labor between Korea and U. S. A. : Focused on the relationship between the hotel employees' emotional labor and their job stress / 호텔경영학연구 / 한국호텔외식관광경영학회 15(1) : 35~57

[journal] 김상구 / 2009 / An Exploratory Study on the Emotional Labor in Pubic Sector: Focused on Street-Level Bureaucrats in the Civil Service System / 지방정부연구 / 한국지방정부학회 13(1) : 51~70

[thesis] 김상호 / 2004 / 경찰조직문화가 생산성에 미치는 영향에 관한 연구 : 서울지방경찰청 소속 경찰서를 대상으로 / 박사 / 동국대학교

[thesis] 김성환 / 2013 / 경찰공무원의 감정노동이 직무소진에 미치는 영향 : 직무스트레스의 매개효과를 중심으로 / 박사 / 동국대학교

[thesis] 김영진 / 2010 / 감정노동과 고객지향성의 관계에서 소진의 역할 : 항공사 직원을 중심으로 / 박사 / 경원대학교

[journal] 김종길 / 2013 / The Effect of Police Officer’s Emotion Labor on Job Burnout / 사회과학연구 / 사회과학연구원 20(1) : 71~90

[book] 김희수 / 2004 / 인간관계론 / 박영사

[journal] 박석희 / 2013 / The Relationship of Emotional Labor with Job Performance: Dimensions, Impacts and Implications / 한국거버넌스학회보 / 한국거버넌스학회 20(1) : 1~24

[journal] 박주상 / 2012 / Relationships of Police Officer’s Emotional Labor, Job Stress and Customer Orientation / 한국치안행정논집 / 한국치안행정학회 9(1) : 49~70

[journal] 신성원 / 2010 / Effect of Psychological Burnout on Job Satisfaction and Turnover Intention among Police Officers / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 10(7) : 337~343

[journal] 양승범 / 2010 / A Study on Emotional Labor among Korean Local Government Employees / 한국지방자치학회보 / 한국지방자치학회 22(3) : 219~236

[thesis] 양재헌 / 2014 / 일선 경찰공무원의 감정노동이 감정소진과 조직유효성에 미치는 영향 연구 / 석사 / 연세대학교 행정대학원

[journal] 오정학 / 2011 / A Structural Relationship among Job Demands, Job Resources, Burnout and Job Satisfaction of Casino Employees - Focused on the Job Demand-Resources Model and the Facial Feedback Hypothesis - / 관광연구 / 대한관광경영학회 26(4) : 375~397

[thesis] 이병동 / 2013 / 경찰의 조직문화와 리더십이 조직유효성에 미치는 영향에 관한 연구 : 사회적 자본의 매개효과를 중심으로 / 박사 / 고려대학교

[journal] 이병훈 / 2011 / Causal Mechanism of Job Stress by Type of Service Work / 산업관계연구 / 한국고용노사관계학회 21(1) : 65~93

[thesis] 이수연 / 2008 / 콜센터 상담원의 감정노동과 감정소진 및 이직의도에 관한 연구 / 박사 / 호서대학교

[thesis] 이영숙 / 2012 / 카지노고객의 불량행동이 감정부조화와 감정노동전략에 미치는 영향 : 사회적 지원을 조절변수로 하여 / 박사 / 경기대학교

[journal] 임재강 / 2014 / The Impact of Emotional Labor on Burnout in Police Work / 한국지방자치연구 / 대한지방자치학회 16(3) : 1~24

[thesis] 육풍림 / 2012 / 감정노동, 내재적 특성, 사회적 지지가 소진 및 고객지향성, 조직유효성에 미치는 영향 : 카지노 직원을 대상으로 / 박사 / 동국대학교

[thesis] 장재규 / 2011 / 감정노동(Emotional labor)의 역동성에 관한 연구 / 박사 / 고려대학교 대학원

[thesis] 정창훈 / 2014 / 서울특별시 사회복지담당공무원의 감정노동이 직무스트레스와 직무소진에 미치는 영향 : 사회적 지원의 조절효과를 중심으로 / 박사 / 서울시립대학교

[journal] 주재진 / 2012 / The Effects of Police Officer's Emotional Labor on Burn-Out / 한국공안행정학회보 / 한국공안행정학회 21(4) : 223~256

[journal] 진종순 / 2014 / The Role of Job Burnout in the Korea Coast Guard’s Job Satisfaction and Organizational Commitment / 정부학연구 / 정부학연구소 20(2) : 331~354

[journal] 천명섭 / 1996 / 직장스트레스와 사회적 지원이 조직성과에 미치는 영향: 내외통제성향에 따른 효과차이 / 생산성논집 10(2) : 265~289

[journal] 최성욱 / 2007 / Organizational Toxicity and Emotional Management: A research review essay on Peter J. Frost's Toxic Emotions at Work / 한국거버넌스학회보 / 한국거버넌스학회 14(2) : 149~174

[journal] 최성욱 / 2012 / Cultural Orientation to Emotional Labor in Public Service Organizations: The Case of National Tax Officers in Korea / 한국행정학보 / 한국행정학회 46(4) : 79~101

[thesis] 최정임 / 2014 / 감정노동이 성과에 미치는 영향에 관한 연구 : 사회적 지원의 매개효과를 중심으로 / 박사 / 한국교통대학교

[report] 한상근 / 2012 / 2012 한국의 직업지표 / 한국직업능력개발원

[journal] 허창구 / 2014 / The Moderating Role of Deep Acting to Emotional Exhaustion in Service Work : The Perspective of Cognitive Dissonance Theory / Journal of The Korean Data Analysis Society / 한국자료분석학회 16(5) : 2589~2604

[journal] Adelmann, P. K. / 1995 / Facial Efference and Experience of Emotion / Annual Review of Psychology 40 : 249~280

[journal] Allen. N. J. / 1991 / A three-component concep- tualization of organizational commitment / Human resource management review 1(1) : 61~89

[journal] Ashforth. B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of management review 18(1) : 88~115

[journal] Bakker, A. B. / 2006 / Emotional dissonance, burnout, and in-role performance among nurses and police officers / International Journal of Stress Management 13(4) : 423~440

[journal] Brotheridge, C. M. / 2002 / Emotional Labor and Burnout: Comparing Two Perspectives of People Work / Journal of Vacational Behavior 60 : 17~39

[book] Campbell. J. P. / 1977 / New Perspectives on Organizational Effectiveness / Jossey-Bass

[journal] Dalton. D. R. / 1980 / Organization structure and performance: a critical review / Academy of Management Review 5(1) : 49~64

[journal] Freudenberger. H. J. / 1974 / Staff burn-out / Journal of Social Issues 30(1) : 159~165

[journal] Grandey, A. / 2000 / Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor / Journal of Occupational Psychology 5(1) : 95~100

[journal] Hochschild. A. R. / 1979 / Emotion work. feeling rules. and social structure / American Journal of Sociology 85(3) : 551~575

[book] Hochschild. A. R. / 1983 / The Managed Heart: Commercialization of Human Feeling / University of California Press

[book] House, J. S. / 1981 / Work Stress and Social Support / Addison-Wesley

[journal] Lodahl, T. M. / 1965 / The definition and measurement of job involvement / Journal of Applied Psychology 49(1) : 24~33

[journal] Maslach. C. / 1981 / The measurement of experienced burnout / Journal of Organizational Behavior 2(2) : 99~113

[journal] Meier, K. J. / 2006 / Gender and Emotional Labor in Public Organizations: An Empirical Examination of the Link to Performance / Public Administration Review 66(6) : 899~909

[journal] Morris. J. A.. / 1996 / The dimensions. antecedents. and consequences of emotional labor / Academy of management review 21(4) : 986~1010

[confproc] Newman, M. A. / 2005 / Burnout Versus Making a Difference: The Hidden Costs and Benefits of Emotion Work / Paper presented at the annual meeting of the American Political Science Association

[book] Rafaeli, A. / 1989 / Research in Organizational Behavior, 11 / JAI Press : 1~42

[journal] Schaubroeck, J. / 2000 / Antecedents of Workplace Emotional Labor Dimension and Moderators of Their Effects on Physical Symptoms / Journal of Organizational Behavior 21 : 163~183

KJCKorea
Journal Central

Korean Society and Public Administration 2023 KCI Impact Factor : 1.89