Korean Clinical Psychology Association

Journal Archive

Korean Journal of Clinical Psychology - Vol. 35 , No. 3

[ Original Article ]
Korean Journal of Clinical Psychology - Vol. 35 , No. 3 , pp.658-669
ISSN: 2466-197X (Online)
publication date Aug 2016
Received 13 May 2016 Revised 26 Jul 2016 Accepted 12 Aug 2016
DOI: https://doi.org/10.15842/kjcp.2016.35.3.006

은행원의 감정노동과 우울 증상: 정서인식 명확성의 조절효과
조수진 ; 박수현
연세대학교 심리학과

Emotional Labor and Depressive Symptoms in Bank Clerks: The Moderating Role of Emotional Clarity
Sujin Cho ; Soo Hyun Park
Department of Psychology, Yonsei University, Seoul, Korea
Correspondence to : Soo Hyun Park, Department of Psychology, Yonsei University, 50 Yonsei-ro, Seodaemun-gu, Seoul 03722, Korea; E-mail: parksoohyun@yonsei.ac.kr

Funding Information ▼


감정노동은 직무소진을 야기하고 심리적 안녕감을 저하시키는 등 정신건강에 심각한 위협이 되는 요인으로 알려져 있다. 본 연구는 고객상담업무를 맡은 은행원을 대상으로 감정노동의 수행과 우울 증상의 관련성을 알아보았으며 이때 정서인식 명확성이 조절요인으로서 역할을 하는지 알아보았다. 서울지역 9개 지점에서 고객을 상대하는 업무를 맡고 있는 은행원 127명을 대상으로 한국판 감정노동척도, 특질상위-기분 척도, CES-D척도를 사용하여 설문조사를 실시하였다. 위계적 회귀분석 결과, 성차와 직급을 통제하였을 때 감정노동은 우울증상과 유의미한 정적 상관을 보였으며, 정서인식 명확성이 이를 조절하였다. 정서인식 명확성이 낮을 때, 감정노동을 많이 수행할수록 우울 증상을 더 많이 보고하였다. 반면 정서인식 명확성이 높을 때는 감정노동을 많이 수행할수록 우울 증상의 증가가 유의미하지 않았다. 이러한 결과는 정서를 명확하게 인식하는 능력이 감정노동의 부정적 영향을 완충시켜줄 수 있음을 의미하며, 우울을 겪고 있는 감정노동자에게 정서를 명확하게 인식하는 능력을 증진시키는 개입 프로그램이 효과적일 수 있음을 시사한다.


Emotional labor is a serious risk factor for psychological problems such as increased burnout and decreased psychological well-being. This research examined the effects of emotional labor on depressive symptoms and the role of emotional clarity as a moderating factor in this relationship. A total of 127 bank tellers from 9 branches in Seoul, Korea completed the following questionnaires: The Korean version of the Emotional Labor Scale (K-ELS), Trait Meta Mood Scale (TMMS), and Center for Epidemiological Studies Depression Scale (CES-D). The results of hierarchical regression analyses indicated that emotional labor had a significant positive correlation with depressive symptoms, and emotional clarity moderated this relationship even after controlling for gender difference and work position. When emotional clarity was low, a higher degree of emotional labor was associated with greater depressive symptoms. On the other hand, when emotional clarity was high, the effect of emotional labor on depressive symptoms was not significant. Such results suggest that the ability to clearly recognize emotion can potentially buffer the negative effects of emotional labor. Thus, enhancing emotional clarity may be a part of an effective intervention program for depressed emotional laborers.

Keywords: emotional labor, depression, emotional clarity, emotion regulation
키워드: 감정노동, 우울, 정서인식 명확성, 정서조절

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