감정 노동과 직무 스트레스와의 관계 : 사회복지업무 담당 공무원을 대상으로 하는 실증 연구 = (The) relationship between emotional labor and job stress : positive study focusing on social welfare officials

다국어 초록 (Multilingual Abstract)

Ever since the adoption of NPM(new public management), today’s public officials, especially one working in social welfare area, have to bear another load “emotional labor”. This has aggravated job stress of low level street level officials confronting clients. Despite, this has rarely been studied in public sector. The purpose this study is to analyze the emotional labor in social welfare bureaucrats in Seoul Metropolitan city.
Dependent variable is Job Stress, independent variable is emotional labor, social support of senior level officials is mediating variable. Through Path Analysis by SAS statistical software, the causality and the relative strength of variables were estimated as follows.

emotional labor and job stress 0.6251
social support and job stress -0.2338
emotional labor and social support -0.2095

As was expected, emotional labor aggravates job stress while social support mitigates it. The requirement that social welfare officials should pay attention to emotional labor, and variety that their emotion should take before clients are two significant variables creating job stress.
The following prescriptive alternatives were suggested.
First, education and training programs for new officials should include the aspect of emotional labor. Second, special treatment including extra payments or stress sharing should be given to those officials under high stress. Third, support of seniors are crucial to mitigate the stress caused by emotional labor. So, the education and/or training programs for seniors should deal with the emotional labor factors of his/her junior officials. Fourth, overall measurement on emotional labor is required. Job analyses, job reclassification, job rotation and promotion should consider the result of this measurement.
“The Public Administration for Clients” can be secured by the healthy public officials who are well-protected and well-considered from the emotional labor.

목차 (Table of Contents)

• 제1장 서론 1
• 제1절 연구 목적 1
• 제2절 연구 내용 및 연구 방법 3
• 제2장 이론적 배경 5
• 제1절 감정 노동 5
• 제2절 직무 스트레스 10
• 제3절 사회적 지원 15
• 제4절 감정 노동과 직무 스트레스 19
• 제5절 사회적 지원과 직무 스트레스 21
• 제3장 사회복지 공무원의 감정 노동 실태 23
• 제1절 실제 사례 23
• 제2절 사례 평가 34
• 제4장 연구 설계 36
• 제1절 연구 모형 설계와 가설 설정 36
• 제2절 조사 설계 38
• 제5장 분석 결과 40
• 제1절 감정 노동과 직무 스트레스의 회귀분석 40
• 제2절 감정 노동과 직무 스트레스의 경로모형(Path Model) 51
• 제3절 인구통계학적 특성에 따른 회귀분석 52
• 제6장 결론 59
• 제1절 연구의 요약 59
• 제2절 한계 61
• 제3절 시사점 62
• 참고문헌 65
• Abstract 71