비서직의 업무적 특성과 조직문화가 감정노동에 미치는 영향에 관한 연구 = A study on the relationships between emotional labor, job characteristics, and organizational culture: the case of secretaries

국문 초록 (Abstract)

본 연구는 비서직 종사자의 감정노동의 원인을 분석하기 위하여 행하였으며 업무적 특성과 감정노동, 조직문화와 감정노동 간의 관계를 검증하고 나아가 업무적 특성과 조직문화가 감정노동에 미치는 영향을 검증하여 궁극적으로는 비서직의 감정노동을 해결하고자 하였다.
연구 결과, 비서직 종사자의 업무적 특성 중 업무의 돌발성, 상호의존성, 상황 대기 현상이 비서직의 감정노동과 상관관계를 가지고 조직문화의 유형 중 집단적 문화와 합리적 문화가 비서직 종사자의 감정노동과 상관관계를 가지는 것으로 나타났다. 또한 업무의 돌발성, 상황대기 현상, 합리적 문화가 정의 영향력을 작용하고 집단적 문화는 음의 영향력을 미치는 것으로 나타났다.
본 연구는 비서직 종사자의 감정노동의 원인을 분석한 첫 번째 연구로 큰 의미를 가지며, 향후 본 연구에서는 다루지 못한 다른 원인들을 분석하는 연구를 제안하고 있다.

다국어 초록 (Multilingual Abstract)

The purpose of this study is to analyze the causes of the emotional labor of secretaries. The research questions are as follows. First, what is the relation between job characteristics and the emotional labor of secretaries? Second, what is the relation between organization culture and the emotional labor of secretaries? Third, what are the effects of job characteristics and organizational culture on the emotional labor of secretaries?
The data for the research were collected via an Internet survey. No demographic- statistical limitations were applied for participants in order to have participants with various characteristics. Out of the collected questionnaires, 200 were used.
According to the results of this study, job diversification, job interdependence, and the standby-situation phenomenon out of the job characteristics of secretaries were correlated with the emotional labor of secretaries. In the investigation of the second research question, regarding the correlation between organizational culture and the emotional labor of secretaries, group culture and rational culture were correlated with the emotional labor of secretaries.
In the investigation of the research question regarding the effects of job characteristics and organizational culture on the emotional labor of secretaries and the control effects of the personalities of individuals, job diversification, the standby-situation phenomenon, and rational culture had positive effects, while group culture had negative effects. Job diversification had the highest effects while rational culture had the lowest effects. The personalities of individuals did not have control effects, but independently had sufficiently high effects on the emotional labor of secretaries.

목차 (Table of Contents)

• 국문초록
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구모형 및 연구가설
• Ⅳ. 연구조사 방법
• Ⅴ. 연구결과
• Ⅵ. 결론
• 참고문헌
• Abstract