Mediating Effect of Social Support and Wisdom on the Relationship between Emotional Labor and Psychological Well-being of Women in Service Workplaces

Abstract

The purpose of this study is to analyze the intermediate effects of social support and wisdom in the relationship
between emotional labor and psychological well-being of service women. The subjects of the study were 102
bankers and collected data while complying with research ethics guidelines. Data analysis performed technical
statistics such as mean, standard deviation, frequency, percentage, and Pearson’s correlation coefficients, multiple
regression and Sobel test. As a result of analyzing the intermediate effects of social support, at stage 3, emotional
labor had a negative effect on the quality of service (β=-.27), and social support had a static effect on the quality of
service (β=.41) and showed 28.0% explanatory power. Social support has been shown to have a partial medium
effect in relation to emotional labor and quality of service (Z=-3.57, p<.001). In addition, in the effect of wisdom,
stage 3 had a negative effect on the quality of service (β=-.19), wisdom had a static effect on the quality of service
(β=.61) and had 46.9% explanatory power. Wisdom has been shown to have a partial medium effect in relation to
emotional labor and quality of service (Z=-3.48, p<.001). In order to improve the quality of services for service
women, it is necessary to develop an arbitration program that can increase social support and wisdom and revitalize
it with remuneration education or job training.