공공도서관 이용자 무례행동이 사서의 서비스품질과 생활만족에 미치는 영향 연구 - 직무소진의 매개효과를 중심으로 - = A Study on the Impact of Public Library Users’ Incivility on Librarians’ Service Quality and Life Satisfaction: The Mediating Role of Job Burnout

다국어 초록 (Multilingual Abstract)

This study aimed to examine the effects of user incivility in public libraries on librarians’ service quality and life satisfaction, and to verify the mediating role of job burnout in these relationships. The results revealed that behavioral incivility had significant negative direct effects on both service quality and life satisfaction, whereas emotional incivility indirectly influenced both variables through job burnout. Job burnout was identified as a key factor that reduced librarians’ service performance and overall life satisfaction. These findings indicate that rude user behaviors intensify librarians’ emotional labor, thereby weakening both their job performance and personal well-being through burnout. Accordingly, public libraries should establish emotional support systems for librarians, develop response guidelines for dealing with rude users, and implement organizational management strategies to prevent job burnout.