Korean Emotional Laborers' Job Stressors and Relievers: Focus on Work Conditions and Emotional Labor Properties

이가람 한국산업안전보건공단 산업안전보건연구원 2015 Safety and health at work Vol.6 No.4

Background: The present study aims to investigate job stressors and stress relievers for Korean emotional laborers, specifically focusing on the effects of work conditions and emotional labor properties. Emotional laborers are asked to hide or distort their real emotions in their interaction with clients. They are exposed to high levels of stress in the emotional labor process, which leads to serious mental health risks including burnout, depression, and even suicide impulse. Exploring job stressors and relieving factors would be the first step in seeking alternatives to protect emotional laborers from those mental health risks. Methods: Using the third wave data of Korean Working Conditions Survey, logistic regression analysis was conducted for two purposes: to examine the relations of emotional labor and stress, and to find out job stressors and relievers for emotional laborers. Results: The chances of stress arousal are 3.5 times higher for emotional laborers; emotional laborers experience double risk-burden for stress arousal. In addition to general job stressors, emotional laborers need to bear burdens related to emotional labor properties. The effect of social support at the workplace is not significant for stress relief, unlike common assumptions, whereas subjective satisfaction (wage satisfaction and work-life balance) is proven to have relieving effects on emotional laborers’ job stress. Conclusion: From the results, the importance of a balanced understanding of emotional labor for establishing effective policies for emotional laborer protection is stressed.

서비스직 근로자의 감정 노동과 우울 수준

김수연,장세진,김형렬,노재훈 大韓産業醫學會 2002 대한직업환경의학회지 Vol.14 No.3

목적 : 본 연구는 조직의 규범화된 감정표현 규칙을 통해 감정 노동을 수행하는 서비스직 근로자들과 감정노동을 수행하지 않는 근로자들 대상으로 우울 수준의 정도를 비교하고, 감정 노동이 우울 수준과 어떠한 관련성을 보이는가를 파악하고자 하였다. 방법 : 서울의 백화점, 호텔, 외식업체에서 대면접객 서비스를 수행하는 331명의 감정 노동군과 서울의 한 공공기관의 사무직 근로자 90명, 인천의 한 전자제품 조립공장의 생산직 근로자 60명의 총 150명의 비감정 노동군을 대상으로 구조화된 설문지를 이용하여 직무 긴장도 및 직업불안정성, 직무만족도, 감정 노동, 우울 수준을 측정하기 위한 설문조사를 실시하였다. 결과 : 첫째, 감정 노동군이 비감정 노동군에 비해 직업불안정성과 우울 수준이 통계적으로 유의하게 높았으며, 직무만족도와 직무요구도, 직무자율성은 비감정 노동군에 비해 유의하게 낮았다. 둘째, 감정 노동군에서 우울 수준은 직무요구도, 직업불안정성과 양의 상관관계를 보였고 직무자율성, 직무만족도와는 음의 상관관계를 보였다. 감정노동정도는 직무요구도와 우울 수준간에는 양의 상관관계가, 직무자율성 및 직무만족도와는 음의 상관관계가 발견되었다. 셋째, 감정 노동군과 비감정 노동군을 전체 대상자로 하여 분석한 결과, 감정 노동을 하고 직업불안정성의 정도가 클수록, 그리고 직무 만족도가 낮을 수록 우울 수준이 높았다. 넷째, 감정 노동군에서는 직무에 대한 안정성이 낮을수록, 직무만족도가 낮을수록, 그리고 감정 노동 정도가 높을수록 우울 수준이 높았다. 결론 : 감정 노동군이 비감정 노동군과 달리 감정 노동을 수행함으로써 우울 수준이 더 높았으며, 이는 감정의 표현이 개인의 자발성으로부터 표출되는 것이 아닌 외부의 힘에 의해강요된 노동으로 나타나는 경우 그 것 자체가 개인의 우울 정도와 관련이 있다는 의미로 해석할 수 있다. 또한 낮은 직무만족도 역시 우울 수준의 증가와 관련이 있음을 알 수 있었다. 따라서 감정 노동수행 근로자들의 우울 수준을 감소시키기 위한 전략으로 기업 이윤의 균등 분배, 근로자들의 복지제도 향상, 직무 스트레스 감소 프로그램의 개발 등을 통해 근로자들의 높은 직무 만족도를 향상시킬 수 있는 제도적 보완장치가 절실히 요청되며, 그 동안 부수적(complementary) 형태의 노동, 혹은 인격과 같은 개인적 차원의 문제로 축소되거나 은폐되어왔던 감정 노동을 하나의 노동과정으로 새롭게 인식하는 문제에 대해 관심을 가져야 할 것이다. Objectives: This sudy was designed to identify the relationship between emotional labor and depressive symptoms among Korean indusrial service employees. Methods: The case group consisted of 331 employees who were performing emotional labor at department stores, hotels, and family restaurants in Seoul. The control group in this study consisted of 150 employees (90 officers in Seoul and 60 manufacturing workers in Incheon) who were not expected to perform emotional labor. A structured questionnaire was used to estimate each participants level of emotional labor, general characteristics, job content, job satisfaction, and any depressive symptoms. The measurements for emotional labor were performed only on the case group and not the control group. Results: While the mean values of job satisfaction, job insecurity, and the level of depressive symptoms of the employees who were working in the area of emotional labor were higher than the others, the mean values of job demand, and job control in the same group were lower than those who were not performing emotional labor. Overall, it was found that performing emotional labor and having high levels of job insecurity were related to increased depressive symptoms, and conversely, job satisfaction played a role in reducing depressive symptoms. Similarly, in the sub-sample of the emotional labor group, high levels of job insecurity, and preforming high degrees of emotional labor, and low job satisfaction were associated with depressive symptoms. Conclusions: These results suggest that performing emotional labor is related to an increase in depressive symptoms. In other words, involuntary emotional expression and low job satisfaction in the workplace may influence the level of depressive symptoms in workers. It is, therefore, imperative that further research be undertaken, which considers the importance of emotional labor, and its adverse effect on the mental health of service workers.

소매업 종사자의 감정노동, 감정소진, 이직의향의 관계: 감정노동자 보호제도, 개인적 대처의 완충효과

안종기,유재미 한국생산성학회 2024 生産性論集 Vol.38 No.-

본 연구는 직무요구-자원모델을 바탕으로, 오프라인 소매업 종사자의 감정노동-감정소진-이직의향의 관계를 탐색했다. 감정노동은 감정적 직무요구로, 감정노동자 보호제도를 직무자원으로 간주하고 감정노동이 스트레스 증후군인감정소진을 증가시키고 이는 이직의향을 높일 것이라는 가설을 검증했다. 또한 감정노동-감정소진, 감정노동-이직의향의 관계에서 직무자원인 감정노동자 보호제도, 개인적 대처의 조절효과를 탐색했다. 소매업 종사자 대상의 서베이를 통해, 감정노동은 감정소진 그리고 이직의향에 직접 양(+)의 영향을 미치고 감정노동과 이직의향 관계에서 감정소진의 매개 역할을 확인했다. 또한, 감정노동과 이직의향 관계에서 감정노동자 보호제도에 대한 평가가 높을수록부정적 효과가 감소되는 것을 확인했다. 그리고 이 완충 효과가 개인적 대처가 적극적일수록 유의하게 더욱 커지는삼원상호작용 효과를 확인했다. 감정노동과 감정소진 관계에서 보호제도 평가에 의한 완충효과는 유의하지 않았지만, 감정노동×보호제도평가×개인적 대처가 감정소진에 미치는 삼원상호작용 효과는 유의하게 나타났다. 감정노동과소진, 이직문제 해소를 위해 감정노동자 보호제도의 활용과 개인적 대처를 도울 수 있는 조직차원의 노력이 필요하다. This paper addresses whether both protection institutions for emotional laborers and their personal response can play a moderating role in the relationship between emotional labor and emotional exhaustion (and turnover intention). Theoretically, protection institutions for emotional laborers are considered as an job resources thus, we hypothesized that the more positively emotional laborers evaluate the protection system, the less negative the impact of emotional labor. We tested both whether emotional labor increases emotional exhaustion and turnover intentions among retail workers, and whether positive perceptions of protection systems have a buffering effect that reduces this increase. We found that emotional labor directly affects turnover intention and also indirectly enhances turnover intention by increasing emotional exhaustion. And in the relationship between emotional labor and turnover intention, protection institutions for emotional laborers exert a decreasing interaction effect. Furthermore, we found a three-way interaction effect whereby emotional labor increases emotional turnover intention, but a positive evaluation of protection systems reduces the increase, and this buffering effect is significantly larger for stronger personal response.

Korean Emotional Laborers' Job Stressors and Relievers: Focus on Work Conditions and Emotional Labor Properties

Lee, Garam Occupational Safety and Health Research Institute 2015 Safety and health at work Vol.6 No.4

Background: The present study aims to investigate job stressors and stress relievers for Korean emotional laborers, specifically focusing on the effects of work conditions and emotional labor properties. Emotional laborers are asked to hide or distort their real emotions in their interaction with clients. They are exposed to high levels of stress in the emotional labor process, which leads to serious mental health risks including burnout, depression, and even suicide impulse. Exploring job stressors and relieving factors would be the first step in seeking alternatives to protect emotional laborers from those mental health risks. Methods: Using the third wave data of Korean Working Conditions Survey, logistic regression analysis was conducted for two purposes: to examine the relations of emotional labor and stress, and to find out job stressors and relievers for emotional laborers. Results: The chances of stress arousal are 3.5 times higher for emotional laborers; emotional laborers experience double risk-burden for stress arousal. In addition to general job stressors, emotional laborers need to bear burdens related to emotional labor properties. The effect of social support at the workplace is not significant for stress relief, unlike common assumptions, whereas subjective satisfaction (wage satisfaction and work-life balance) is proven to have relieving effects on emotional laborers' job stress. Conclusion: From the results, the importance of a balanced understanding of emotional labor for establishing effective policies for emotional laborer protection is stressed.

호텔서비스 제공자의 감정노동과 영향요인 -호텔 식음료 및 객실종사원 중심으로-

구경원,김판영 한국외식경영학회 2008 외식경영연구 Vol.11 No.2

Because emotional labor is a relatively new concept, there is a few of research on this subject in the hotel and tourism academic field. So we studied about this concept more deep and carefully. The purpose of this study is to examine the antecedents and consequences of emotional labor(surface and deep acting), and to explore the relationship between antecedents and emotional labor in the hotel industry. We discussed about the importance of emotional labor for hotel service manager in the literature study, and review the components of antecedents and emotional labor. Then we hypothesized that antecedents of emotional labor would be effect on surface acting(SA) and deep acting(DA). In the result, the antecedents of emotional labor is positively related to the surface acting and deep acting, as expected. Specially, the frequence of interaction and display rules were important variables to explain the emotional labor strategies. And higher extraversion had a positive relationship with emotional labor. In summary, despite many different measures developed, the our view is that job-related variables(frequence, duration, and routineness), positive display rules, and personnel characteristics(neuroticism and extraversion) are perceived as the antecedents of emotional labor rather than emotional labor itself. In the managerial implications, it may be important to review personality profiles in the selection and disposition . The display rules were the significant predictors of emotional labor in hotel service. So, hotel manager should use this point for the training programme and control employees’ service attitude. Suggestions for the future search, other research should include other dependence and control variables of the emotional labor. Because emotional labor is a relatively new concept, there is a few of research on this subject in the hotel and tourism academic field. So we studied about this concept more deep and carefully. The purpose of this study is to examine the antecedents and consequences of emotional labor(surface and deep acting), and to explore the relationship between antecedents and emotional labor in the hotel industry. We discussed about the importance of emotional labor for hotel service manager in the literature study, and review the components of antecedents and emotional labor. Then we hypothesized that antecedents of emotional labor would be effect on surface acting(SA) and deep acting(DA). In the result, the antecedents of emotional labor is positively related to the surface acting and deep acting, as expected. Specially, the frequence of interaction and display rules were important variables to explain the emotional labor strategies. And higher extraversion had a positive relationship with emotional labor. In summary, despite many different measures developed, the our view is that job-related variables(frequence, duration, and routineness), positive display rules, and personnel characteristics(neuroticism and extraversion) are perceived as the antecedents of emotional labor rather than emotional labor itself. In the managerial implications, it may be important to review personality profiles in the selection and disposition . The display rules were the significant predictors of emotional labor in hotel service. So, hotel manager should use this point for the training programme and control employees’ service attitude. Suggestions for the future search, other research should include other dependence and control variables of the emotional labor.

감정노동자의 직무소진에 영향을 미치는 직무스트레스의 매개효과 연구

전순영 한국기업경영학회 2013 기업경영연구 Vol.20 No.6

The purposes of this study is to examine the influence labor worker’s emotional labor on job burnout and to examine the mediating effect of emotional labor worker’s job stress on the relationship between emotional labor and job burnout. The research was designed to analyze how exogenous variables such as emotional labor affect endogenous variables that is job stress and job burnout. In order to examine this topic, a literature review was conducted along with survey research with data collected as the samples. The model was set by structural equations models (SEM) using AMOS (Analysis of Moment Structure) 18 and PASW (Predictive Analytics Soft Ware) Statistics 18 package program using business data for the 254 emotional labor workers. The results of the empirical analysis are as follows:First, Hypothesis 1 was to examine whether the emotional labor has a statistically significant positive relation to the job burnout. Second, Hypothesis 2 was accepted, meaning there was statistical significance between emotional labor and job stress. Third, Hypothesis 3 was statistically significant, meaning that job stress has a positive relation to job burnout. Fourth, Hypothesis 4 was to examine whether job stress have a meadiating effect between emotional labor and job burnout. As a summary of aforementioned results, a degree of emotional labor was analyzed to have a direct effect on the job burnout. Mediating effect of job stress was also positively related to job burnout that suggested an importance of indirect effects on the social support in the light of job burnout and emotional labor of consultants from customer center, service representative, public employees, and so on. Emotion of humans has been regarded to be a factor that impedes efficiency of the work at the field in the perspective of business administration. More precisely, emotion has been recognized as what should be suppressed. However, the influence of emotion of members on the organization started increasing, it is currently recommended to control the emotion of members through the organization. Most of emotional workers try very hard to express or control their emotion at work. So, verification of mediated effect, such as job stress, to reduce the negative effects caused by emotional labor is required. The limitations of this study is as follows:First, this study only targeted Chung cheong province region’s emotional labors. So it cannot represent all emotional labors over the entire nation. Also because of the way of the sampling, it is hard to compare the emotional labor of all level or position. Further research is required to sampling data for compare the emotional labor of all level or position. Second, surveyed data could be distorted by recent circumstances of target for investigation, because measurement of emotional labor was based on the self-report. Even though tools of the emotional labor measurement used in the analysis in the previous studies have proven the reliability and validity of the these tools, possibility of distortion by the responses cannot be ruled out because targets for investigation could response by their will in frequency of emotional display. 본 연구는 여러 산업부문의 감정노동자들을 대상으로 그들의 감정노동이 직무소진에 어떠한 영향을 미치는지, 또 감정노동자들의 직무스트레스는 어떠한 매개효과가 있는지에 대한 연구를 진행하고자 하였다. 감정노동자들은 충청지역의 근로자로 대형마트 및 백화점의 판매직, 서비스직, 대민 공무원, 사무직, 콜센터 직원을 대상으로 하였다. 총 254부의 회수된 설문지의 데이터는 AMOS(Analysis of Moment Structure) 18.0과 PASW(Predictive Analytics Soft Ware) Statistics 18.0 패키지 프로그램을 이용하여 통계처리 하였다. 변수의 효과 행태를 분석하기 위하여 구조방정식 모형(structural equation models: SEM)을 활용하였다. 연구결과 감정노동자가 느끼는 감정노동정도는 직무소진에 정(+)의 영향을 미치고 있고, 직무스트레스 역시 직무소진에 정(+)의 영향을 미치고 있었다. 이들 노동자의 감정노동 정도는 직무스트레스에 정(+)의 영향을 미쳤으며, 이 직무스트레스의 감정노동과 직무소진사이의 매개효과 역시 1% 수준에서 유의한 것으로 가설은 채택되었다. 이것이 시사하는 바는 감정노동자에게 있어서 직무소진을 예방하는 방법은 감정노동 정도를 인지하는 것과 직무스트레스를 관리하는 것임을 보여준다. 본 연구는 여성감정노동인력을 대상으로 연구를 수행함으로써 기존의 스트레스 및 직무소진과 관련한 연구들과 비교하여 분석할 수 있는 기초자료를 제공할 수 있을 것으로 보인다.

Emotional labor and job types of male firefighters in Daegu Metropolitan City

Sung Kyu Park,Han Cheol Heo,Joon Sakong,Man Joong Jeon 대한직업환경의학회 2019 대한직업환경의학회지 Vol.31 No.-

Background: Research on the emotional labor of firefighters is actively being carried out, but studies that analyze emotional labor separately by job types, working departments, and other conditions of firefighters are insufficient. The purpose of this study is to investigate the difference in emotional labor level between departments and other conditions of firefighters. Methods: A total of 287 Korean firefighters were included for analysis. The demands of emotional labor and emotional damage were measured using the Korean Emotional Labor Scale. To analyze the conditions and factors affecting the emotional labor level of the firefighters, logistic regression analysis was performed using the emotional labor high risk group as a dependent variable. Results: The average score of overall emotional labor level of the firefighters was 47.2 ± 17.3, and the prevalence of high risk firefighters with emotional labor was 27.1%. It was found that the emergency medical service and administration departments showed a higher prevalence of high risk emotional labor firefighters than did other departments. The result of multiple logistic regression analysis for the high risk emotional labor firefighters showed that the adjusted odds ratio of emergency medical service department compared to the reference group (the rescue department) was 2.89 (95% confidence interval [CI]: 1.02–8.24). Conclusions: Among the firefighters, the emergency medical service department is a high risk factor for emotional labor. Therefore, education and prevention training on emotional labor should be more thorough before work shifts

공공부문 감정노동 종사자의 잠재 프로파일 분석 : 감정노동 유형에 따른 우울 및 직무만족의 차이

오현성,이지연,채준호 한국인적자원개발학회 2018 인적자원개발연구 Vol.21 No.4

Even though emotional labor has been extensively discussed over the last three decades, the majority of research on emotional labour has been only conducted in terms of variable- centered approach. However, there is a growing body of research on emotional labor profiles over the last five years in terms of person-centered approach. Hence, this study not only employed Korean version of emotional labor scale(K-ELS) but also performed a latent profile analysis(LPA) to classify types of emotional labor profiles based on the five components on the sample of emotional labor employees from the local government public officers in South Korea (n=587). The person-centered analytic strategy (e.g., latent profile analysis) identified both quantitatively and qualitatively six different types of emotional labor profiles. These identified six profiles were then contrasted with employees’ level of psychological depression and job satisfaction. Results showed that emotional labor profiles pertaining to the low level of emotional labor, employees’ level of psychological depression is low and the higher level of job satisfaction is high. Based on the results, implications for emotional labor literature, practices and future research are discussed. 본 연구는 사람중심 접근법(Person-Centered Approach)에 기반 한 잠재프로파일 분석(Latent Profile Analysis: LPA)을 통해 공공부문 민원응대 종사자의 감정노동 유형을 탐색하였다. 그동안감정노동 연구는 변수중심 접근법(Variable-Centered Approach)을 취함으로써 다수 요인으로 이루어진 감정노동 연구에서 각 요인의 효과를 개별적으로만 탐색하여 요인들이 어떻게 서로 상이하게 결합하면서 다양하게 사용될 수 있는지 포착하지 못했다. 따라서 변수중심 접근법의 한계를 평가하고 사람중심 접근법에 기반 한 감정노동 연구를 위해 잠재프로파일 분석(LPA)을 통해 6개의 공공부문 감정노동 유형을 새롭게 도출하였다. 본 연구는 최초로 한국형 감정노동 평가도구(K-ELS)를사용하여 개인적·내적 요인 및 조직적·외적 요인을 포함한 감정노동 프로파일 분석을 시도하였을뿐만 아니라 공공부문 감정노동 프로파일 유형을 처음으로 분류하였다는 의의가 있다. 이를 위해 공공부문 민원응대 종사자의 587개 표본을 대상으로 분석한 결과, 프로파일1(평온한감정노동자, peaceful emotional laborers), 프로파일2(약한 감정노동자, weak emotional laborers), 프로파일3(상황적 감정노동자, situational emotional laborers), 프로파일4(개인적 감정노동자, personal emotional laborers), 프로파일5(고지지-강한 감정노동자, high supportedstrong emotional laborers), 프로파일6(저지지-강한 감정노동자, low supported-strong emotional laborers)의 6개 감정노동 유형으로 분류되었다. 그리고 감정노동자 유형 간 우울과 직무만족의 차이를 살펴보았다. 각 유형과 우울 간의 관계를 검증한 결과 저지지-강한 감정노동자와개인적 감정노동자의 우울 수준이 비슷한 정도로 가장 높고 고지지-강한 감정노동자, 평온한 감정노동자 등의 우울 수준이 낮아, 조직 지지·보호체계는 감정노동자의 우울 수준을 경감시켰다. 또한6개 유형의 직무만족 차이는 평온한 감정노동자, 약한 감정노동자의 직무만족도가 가장 높았다. 따라서 전반적으로 감정노동 수행과 우울 수준 및 직무만족 간의 인과관계가 확인되었다. 끝으로 분석결과의 구체적 논의에 뒤이어 연구의 시사점과 한계, 후속 연구방향을 제안하였다.

컨택센터 상담사의 감정노동, 직무소진, 자기효능감, 이직의도간의 관계 연구: 슈퍼리더십의 조절효과를 중심으로

강한철,오종철 한국기업경영학회 2014 기업경영연구 Vol.21 No.6

Because the demand for emotional labor in work has been increasing rapidly, it becomes more and more difficult to secure outstanding human resources. For instance, the average turnover of contact centers is quite high, which has reached 31.9%. Beside the commonly recognized factors as intensity of workload, working conditions, and work maladjustment, there are other influential factors which would afect turnover, such as emotional labor, job stress, and job burnout. Employes from companies with high turnover rate are under serious threat due to psychological stress, burnout, and depression from emotional labor rather than physical and mental labor, which in turn lead to turnover at last. The purposes of this study are to investigate relationship between emotional labor, job burnout, self-efficacy and turnover intention. Furthermore, it is important to analyze moderating effect of super leadership in emotional labor, self-efficacy, job burnout and turnover intervention. Data has been collected from 543 respondents for this study using a questionnaire method. The survey for the actual analysis of the research was done and analyzed with the employee who work for a contact center in Seoul, Busan and Gwangju, Korea. The survey was done for 24 days from November, 2013 through december, 2013. Correlation analysis and structural equation modeling were conducted by using SPSS 20.0 and AMOS 20.0. Variables in discussion is considered as reliable as values of Cronbach’s alpha are greater than 0.60 Validities of variables were also checked by confirmatory factor analysis. The following study results were revealed: First, the emotional labor does not have direct positive effect on turnover intentions. Such result is consistent with the finding of Hochschild's(1983) earlier work. Second, the emotional labor was related positively to job burnout and negatively to self-efficacy. Third, job burnout and self-efficacy mediate the relationship between emotional labor and turnover intentions. It suggests that emotional labor's influence to turnover intention is sequentially mediated by job burnout and self-efficacy. It confirms that employees have intentions to leave their jobs not because of only job burnout from emotional labor, but through a mechanism including both job burnout and self-efficacy. Forth, results of research on the moderating effect of super leadership in relationships between emotional labor, job burnout, self-efficacy and turnover intention show that super leadership has only a limited regulatory effect between emotional labor and turnover intention. There are implications, both theoretical and practical, that arise from this study. First, the study classified and systematically arranged the behavioral factors of emotional labor by feature and contributed to identifying the cause-and-effect structure between job burnout as a result of emotional labor and turnover intention. Second, by identifying a progress that each factor of emotional labor results in burnout and ends up in turnover intention, the study identified that job burnout and self-efficacy indeed plays an intermediate role in relation between emotional labor and turnover intention. And finally, though the study objectively verified that the positive influence of supervisors' supports on alleviating the burnout linking to turnover intention. This study has some limitations. First, this study’s convenience sampling limits the generalizability of the results beyond the sample profile. Second, we measured perceptions and turnover intentions from the viewpoint of the respondents. This may limit the generalizability of the results in that we did not delineate the sample by determining whether the respondents’ currently used emotional labor. Thus, future research should validate this study’s findings by using a more refined sampling design to secure respondents who fit the specific research objectives. 본 연구는 컨택센터 상담사의 감정노동이 이직의도에 영향을 미치는 과정에서 직무소진과 자기효능감이 어떠한 역할을 하는지를 규명하고 슈퍼리더십의 역할을 규명하고자 한다. 본 연구의 목표는 첫째, 컨택센터 상담사의 감정노동이 이직의도, 직무소진 및 자기효능감에 미치는 영향을 검정하고, 둘째, 컨택센터 상담사의 자기효능감이 직무소진과 이직의도에 미치는 영향을 검정하고자 한다. 셋째, 컨택센터 상담사의 직무소진이 이직의도에 어떠한 영향을 미치는지를 검정하고 변수간 매개효과를 나타내는지를 검정한다. 끝으로 상사의 슈퍼리더십의 조절역할을 검정하고자 한다. 실증분석 결과 첫째, 컨택센터 상담사들의 감정노동이 이직의도에 미치는 영향은 통계적으로 유의하지 않게 나타났다. 또한 감정노동은 직무소진에는 유의한 정(+)의 영향을 미치는 것으로 나타났고 감정노동이 자기효능감에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 자기효능감이 직무소진에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 셋째, 직무소진이 이직의도에 미치는 영향은 유의한 정(+)의 영향을 미치는 것으로 나타났다. 또한 자기효능감이 이직의도에 미치는 영향은 유의한 부(-)의 영향을 미치는 것으로 나타났다. 끝으로 슈퍼리더십의 조절효과를 검정한 결과를 슈퍼리더십은 직무소진과 이직의도, 자기효능감과 이직의도에서 조절효과를 나타내는 것으로 나타났다.

보육교사의 감정노동이 직무스트레스와 직무만족에 미치는 영향

유경숙 한국아동교육학회 2017 아동교육 Vol.26 No.4

The purpose of this study was to investigate what type of emotional labor is occurring in child care teachers and to investigate the effect of emotional labor type on job stress and job satisfaction. A total of 203 data were collected and analyzed using structured questionnaires for childcare teachers. The results of this study were as follows: First, the teachers showed the most natural emotional labor among the emotional labor types and the least superficial emotional labors. Also, the child care teachers did not have much job stress and job satisfaction was above average. Second, there was a significant positive correlation between superficial emotional labors and job stress in the child care teachers' emotional labor. Internal emotional labor was negatively correlated with job stress. In addition, in the correlation with job satisfaction, superficial emotional labors showed negative correlations with human relations and task delegation, while internal emotional labors showed a positive correlation with job satisfaction. Third, it was found that superficial emotional labor among the types of emotional labor had a positive effect on job stress and internal emotional labors had a positive effect on job satisfaction. The results of this study will be provided as basic data to help the job security of the childcare teachers in terms of the emotional health of the teachers affecting the stable development of the job. 본 연구는 보육교사에게서 어떠한 감정노동이 일어나고 있는지 그 유형을 파악하고, 감정노동의 유형이 직무스트레스와 직무만족에 어떠한 영향을 미치는지를 연구하고자 하였다. 연구를 위해 보육교사를 대상으로 구조화된 설문지를 사용하여 총 203명의 자료를 수집하여 분석하였다. 연구결과 첫째, 보육교사들은 감정노동유형 중 자연적 행동이 가장 많이 나타났으며, 표면적행동이 가장 낮게 나타났다. 또한, 보육교사들은 직무스트레스가 그다지 높지 않았으며, 평균이상의 직무만족을 보이는 것으로 나타났다. 둘째, 보육교사의 감정노동행동 중 표면적 행동은 직무스트레스와 유의미한 정적상관을 보였으며, 내면적 행동은 부적상관을 보였다. 또한 직무만족과의 상관관계에서 표면적행동은 인간관계와 업무위임에서 부적상관을 내면적 행동은 직무자체만족에서 정적상관을 나타냈다. 셋째, 감정노동유형 중 표면적행동은 직무스트레스에 정적영향을 미치며, 내면적 행동은 직무만족에 정적영향을 미치는 것으로 나타났다. 이러한 연구결과는 교사의 정서적 건강이 직업의 안정적 발달에 영향을 준다는 점에서 볼 때, 보육교사의 직업안정성에 도움을 줄 기초자료로 제공될 것이다.