공공부문의 감정노동 : 일선행정 민원공무원에 대한 실증연구 = An Exploratory Study on the Emotional Labor in Pubic Sector: Focused on Street-Level Bureaucrats in the Civil Service System

국문 초록 (Abstract)

이 연구의 주제는 현재 공공부문 일선에서 근무하는 하위공무원의 감정노동 수준을 검증하고 그 결과를 시론적으로 분석하는 것이다. 주요 연구질문에 따른 결과는 다음과 같다. 첫째, 감정노동의 개념정의와 공공부문의 적용가능성은 있는가? 그렇다. 공공부문의 감정노동은 대인 접촉방식의 행정서비스 교류가 일어나고 있는 동안 공무원이 감정을 통제하고 조직, 사회적으로 바람직해 보이는 특정한 감정을 외적으로 표현하려는 행위로 규정되었다. 둘째, 감정노동 수준이 어느 정도이며 개인차는 어떠한가? 현재 공무원의 감정노동 수준은 높은 편이었고, 개인차는 성별, 연령, 학력, 재직기간, 직급, 근무장소에 따라 뚜렷했다. 셋째, 감정노동과 후속변수의 인과관계는 어떠한가? 통계적으로 의미 있는 인과구조 상에서 감정노동은 직무스트레스와 감정적 고갈에 많은 영향을 미쳤다. 이상의 결과들은 향후 관련연구 및 공무원 인사관리와 정책에 의미 있는 시사점을 주었다.

다국어 초록 (Multilingual Abstract)

Emotional labor is generally defined as the act of expressing organizationally desired emotion during the service transactions. The purpose of this study is three-folded: to present a conceptualization of emotional labor, to develop a corresponding operationalization of the concepts, and to examine the casual relationship among emotional labor, job-stress and emotional exhaustion of street-level bureaucrat in public sector. The main findings of this study are summarized below. First, the level of emotional labor was a little above average in the public sector. Second, emotional labor has positive impact on their job-stress and emotional exhaustion. Based on these significant research findings, theoretical and practical implications are discussed.

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