패밀리 레스토랑 직원의 감정노동과 소진 영향요인에 관한 연구 = (A) study of the emotional labors and the burn outs of the staff members of family restaurants

다국어 초록 (Multilingual Abstract)

The purpose of this study is to closely examine the influences of the special characteristics of the personalities of and the special characteristics duties of the individuals of the staff who directly contact the customers on the staff who execute emotional labors at the family restaurants, of which the relative importance in the service industry has been gradually getting larger. On the background of the theory that at this time the special characteristics of emotional labors have a meaningful relationship with burn outs, it is intended to present this through positive analyses.
This study used the survey method. From September 25, 2003 until October 8, 2003, 360 copies of the survey were widely distributed to the staffs who work at family restaurants in Seoul and Gyeonggi-do(Province). 269 copies were collected. Among these, 13 surveys of which the reliability is low or which do not fit the intentions of the researchers were excluded. The remaining 256 copies were used to execute the positive analyses.
The following is a summary of the results of the hypothetical verifications of this study.
Firstly, in the analysis related to the relationship between the special characteristics of the personal characteristics and the emotional labors, it has been confirmed that among the special characteristics of the individuals, the extraversions and the work values have meaningful emotional (+) relationships with the frequency of emotional displays. It has been confirmed that neuroticism and openness have emotional (+) correlations with emotional dissonances. And, also, it has been confirmed that agreeableness has an emotional (+) correlation with the attentiveness to required display rules of emotional expressions. This lets us know that according to the special characteristics of the personalities, emotional labors can be managed and adjusted.
Secondly, among the job characteristics, the autonomy of the duty showed a correlation with the frequency of the emotional expressions, out of the emotional labors. and, job challenges showed emotional correlations with emotional dissonances. It can be seen that this suggests that the autonomy of the duties and the job challenges endowed to the staffs provide good quality services instead of lowering the levels of the emotional labors.
Thirdly, the frequency of the emotional expressions, the attentiveness of the emotional expressions, and the emotional dissonances showed emotional (+) correlations with emotional exhaustions and depersonalizations. The frequency of the emotions showed an emotional (+) correlation with the lowering of the sense of accomplishment. This means that while the staffs working at family restaurants provide services such experiences of emotional labors can be followed up by burn-outs.
Due to many limitations, it is difficult for this study to represent all the family restaurants. The meaning of this study is the presentation of the basic directions in many ways, including the recognition of the importance of special characteristics of the individuals of and the special characteristics of the duties of the staffs and the socializations of the emotional labors, with regard to the personnel employments and the organizational lives within the family restaurants, based on the important matters resulting from the research results.

목차 (Table of Contents)

• 목차 = Ⅰ
• 제1장 서론 = 1
• 제1절 문제의 제기 및 연구의 목적 = 1
• 제2절 연구의 방법 및 범위 = 3
• 제2장 이론적 배경 = 6
• 제1절 개인특성 = 6
• 1. 개인특성의 개념 = 6
• 2. 개인특성의 구성요인 = 9
• 제2절 직무특성 = 13
• 1. 직무자율성의 개념 = 13
• 2. 직무도전성의 개념 = 16
• 제3절 감정노동 = 19
• 1. 감정노동의 개념 = 19
• 2. 감정노동의 구성요소 = 21
• 3. 감정노동과 조직의 관리 = 24
• 제4절 소진 = 28
• 1. 소진의 개념 및 3가지 차원 = 28
• 2. 소진의 단계 = 32
• 3. 소진의 구성요인 = 34
• 제3장 연구설계 = 37
• 제1절 연구모형의 설계 = 37
• 제2절 연구가설의 도출 = 38
• 1. 개인특성과 감정노동과의 관계 = 38
• 2. 직무특성과 감정노동과의 관계 = 39
• 3. 감정노동과 소진과의 관계 = 40
• 제3절 실증조사의 설계 = 41
• 1. 조사표본의 설계 = 41
• 2. 변수의 조작적 정의 및 측정도구의 선정 = 42
• 3. 설문지의 구성 = 45
• 4. 분석방법 및 절차 = 47
• 제4장 실증분석결과 = 48
• 제1절 표본의 일반적 특성 = 48
• 제2절 신뢰도와 요인분석 = 50
• 1. 개인특성에 대한 신뢰도와 요인분석 = 51
• 2. 직무특성에 대한 신뢰도와 요인분석 = 54
• 3. 감정노동의 특성에 대한 신뢰도와 요인분석 = 55
• 4. 소진에 대한 신뢰도와 요인분석 = 57
• 제3절 연구가설의 검증 = 60
• 1. 개인특성과 감정노동과의 관계 = 60
• 2. 직무특성과 감정노동의 관계 = 63
• 3. 감정노동과 소진의 관계 = 65
• 제4절 실증분석 결과의 요약 = 68
• 제5장 결론 = 71
• 제1절 연구의 요약 및 시사점 = 71
• 1. 연구의 요약 = 71
• 2. 시사점 = 73
• 제2절 연구의 한계점 및 향후 연구방향 = 76
• 참고문헌 = 77
• 설문지 = 85
• ABSTRACT = 89