중국 공무원의 공공서비스동기가 감정노동에 미치는 영향 = The Effect of China`s Government Official Public Service Motivation on Emotional Labor

다국어 초록 (Multilingual Abstract)

Friendliness to customers in public service is addressed as often as in any other service industry. In Chinese public service, too, service attitudes like friendliness and smiling are emphasized. This situation can greatly affect the public officer’s psychological well-being and health. One of the concepts that overall captures this situation in an organizational context is ‘emotional labor’. This is because friendliness that makes the customer think she is made satisfied and considered can actually be emotional labor for the public officer where he feels the need to restrain his emotions or drive his emotions in a certain direction. Friendliness and a mindset of service, too, can become emotional labor. So this study, in an attempt to review the effect of public service motivation in China on emotional labor, distributed a total of 300 copies of a questionnaire from July 15 to August 15, 2015. Excluding 13 copies with insufficient responses, a total of 270 copies were used for empirical analysis. The findings were as follows. First, the significance of public service motivation for internal behavior shows that only commitment to the public was statistically significant and had a positive effect on internal behavior. Second, looking at the significance in the surface behavior of public service motivation, only commitment to public interest and sympathy were statistically significant. Specifically, commitment to the public had a negative effect on surface behavior, while sympathy had a positive effect. Measures to foster service attitude in public officers will have to be developed based on these findings. A more advanced training system will have to be adopted to complement the existing systems and methods while ensuring that what is taught is actually implemented in the field. Support from within the organization and providing opportunities to apply what has been learned should also be considered.

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