클라이언트의 부적절한 기대와 언어폭력이 사회복지전담공무원의 감정고갈에 미치는 영향 = 감정부조화의 매개효과와 상사지원의 조절효과

다국어 초록 (Multilingual Abstract)

The purpose of this study was to investigate a) emotional dissonance as a mediator of the effects of client-related social stressors(disproportionate expectations and verbal aggression) on emotional exhaustion, b) difference between the relative effects of disproportionate expectations and verbal aggression on emotional dissonance and emotional exhaustion, and c) supervisor support as a moderator of the effects of disproportionate expectations and verbal aggression on emotional dissonance and emotional exhaustion. Data were collected by questionnaire from 627 social welfare civil servants. The results indicated that emotional dissonance mediated the relationships between client-related social stressors(disproportionate expectations and verbal aggression) and emotional exhaustion; verbal aggression positively influenced emotional exhaustion; and supervisor support moderated both the effect of verbal aggression on emotional dissonance and that of verbal aggression on emotional exhaustion. Based on these results, the implication of this study and the limits of study were discussed.

참고문헌 (Reference)

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