경찰공무원의 감정노동이 직무소진에 미치는 영향 : 직무스트레스의 매개효과를 중심으로 = (The) effects of Korean police officer's emotional labor on burnout : focused on mediated effect of job stress

다국어 초록 (Multilingual Abstract)

Police officers of patrol Unit or Police Box interact with citizens and spend most of their time for the citizen service. Also police officers are required to express various emotions such as negative emotion when they are faced with daily crime scene and fatal human damage, or positive emotion with seeing civilians. Therefore, police officers try very hard to express or control their emotion at work. Police officers experience an emotional dissonance under certain circumstances. Burnout on the part of emotional labor causes negative effects on police officers such as turnover intention, job unsatisfactory and so on. However, it is difficult to reduce the emotional labor while facing and interacting with civilians every day. Therefore, verification of mediated effect to reduce the negative effects caused by emotional labor is required.
In this paper, we studied an effect of emotional labor on burnout and mediated effect on job stress. Also we surveyed police officers of patrol Unit or Police Box in Seoul. We analysed this result to investigate carried effect of job stress influencing relationship between emotional labor and Burnout.
The results from the analysis are as follows:
Firstly, As a result of this research, the level of emotional labor of targeted police officers is 3.35 and it is higher than average level (3.0). This result shows the existence of emotional labor of police officers and its seriousness.
Secondly, the result shows meaningful figures of relationship between emotional labor and burnout of police officers in statistical point of view. Data shows significant relationship of all sub factors of the emotional labor (frequency of emotional display, attentiveness to required display rules, variety of emotional display, emotional dissonance) and exhaustion. Therefore, This result indicates that experiencing emotional labor causes emotional fatigue, tiredness and tension. In the relationship between emotional labor and cynicism, police officers who are trying to consciously express or control emotion (attentiveness to required display rules) shows the increasing of interest in their tasks and positive manner. However, They lost the interest and show passive attitude in their tasks when emotional dissonance occurs various emotions. For the relationship with reduced professional efficacy, most of the emotional labor increases the confidence of level of contribution at work, achievement of task and efficiency except for the case that emotional dissonance occur.
Thirdly, the emotional labor affects the job stress. Concretely, in relationship between sub factors of emotional labor and job stress, police officers who are trying to consciously express or control emotion have less job stress when they do not experience the emotional dissonance under expressing right emotion. However, the emotional dissonance causes job stress.
Fourthly, the job stress of police officers have an effect on the Burnout significantly. The increasing of job stress causes rise in emotional exhaustion, tiredness, and negative attitude to their self and task. In addition, We recognized that it reduced the confidence of level of contribution at work, achievement of task and efficiency.
Lastly, For the relationship between emotional labor and Burnout, the result shows statistically significant figure that job stress has the mediate effect. Comparisons between direct and mediated effect, police officers experience direct Burnout caused by emotional labor as much as caused by job stress which is on the part of emotional labor. Therefore, countermeasures to reduce the emotional labor are preferentially required. Also emotional labor causes job stress and the job stress develops into Burnout so that various countermeasures to ease the job stress are required. Especially, Effort to express or control emotion by regulation of emotional expression reduces the negative attitude and increases confidence of level of contribution at work, achievement of task and efficiency. Also this action reduces a job stress and it drops cynicism and rise professional efficacy. However, when police officers experience an emotional dissonance, it causes Burnout directly. Furthermore, the emotional dissonance arouses job stress and it develops Burnout.
The suggestion from the result of the research are as follows:
First of all, emotional labor of police officer has to be awarded as one of important form of labor. The emotional labor causes emotional exhaustion, tiredness, tension and more, so it should be recognized as labor and gives enough rest and rewards.
Secondly, emotional labor affects directly Burnout and it has an indirectly effect on task stress. It is hard to reduce burnout of the police officers of patrol Unit or Police Box, because they interact with civilian daily base. Therefore, It is required that emotional labor management plan is necessary for reducing job stress.
Thirdly, the emotional dissonance causes job stress, emotional exhaustion, tiredness and tension. Furthermore, it induces the negative attitude of the job.
In terms of organization of police, education programs that manage their emotions such as anger management training needs to be established for the new appointment and the holder of a position education to reduce the emotional dissonance that occurs when police officers perform their duties.
In addition, enactment of the rule for emotional expression is needed to cope with the situation that occurs severe emotional dissonance due to the intense interaction such as heavily drunken people, malicious complainant rather than the rule imposing unconditional kindness that causes emotional dissonance. The enactment of the rule that can replace citizen services such as filing documents with other working job is needed.

The limitations of this study are as follows:
First of all, this study only targeted police officers of patrol Unit or Police Box in Seoul region so it cannot represent all police officers over the entire nation. Also because of the way of the sampling, it is hard to compare the emotional labor of police officers by police station level or position. Further research is required to sampling data for compare the emotional labor of police officers by police station 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.
Third, in relationship between emotional labor and Burnout, the result shows statistically significant figure that job stress has mediate effect. In direct effect, emotional dissonance is main cause factor for negative results. Based on these research results, we expect that additional study on emotional dissonance and job stress would reduce the Burnout and it contribute to drop negative results caused by emotional labor of police officer and increase force for maintain peace, order and efficiency of service to the public in the country.

목차 (Table of Contents)

• 제1장 서 론 = 1
• 제1절 연구의 목적 = 1
• 제2절 연구의 범위 및 방법 = 6
• 1. 연구의 범위 = 6
• 2. 연구의 방법 = 7
• 제2장 이론적 배경 = 9
• 제1절 경찰공무원 감정노동의 개념과 구성요소 = 9
• 1. 경찰공무원 감정노동의 개념 = 9
• 2. 경찰공무원 감정노동의 유형 및 중요성 = 14
• 3. 경찰공무원 감정노동의 구성요소 = 19
• 제2절 직무소진의 개념과 구성요소 = 26
• 1. 직무소진의 개념 = 26
• 2. 직무소진의 구성요소 = 29
• 제3절 직무스트레스의 개념과 구성요소 = 33
• 1. 직무스트레스의 개념 = 33
• 2. 직무스트레스의 구성요소 = 36
• 제4절 선행연구의 검토 = 37
• 1. 감정노동과 직무스트레스 = 37
• 2. 직무스트레스와 직무소진 = 40
• 3. 감정노동과 직무소진 = 43
• 제3장 연구설계 및 방법 = 48
• 제1절 분석모형과 연구가설 = 48
• 1. 분석모형 = 48
• 2. 연구가설 = 50
• 제2절 변수의 조작적 정의와 측정 = 52
• 1. 독립변수 = 52
• 2. 종속변수 = 54
• 3. 매개변수 = 56
• 4. 설문지 구성 = 57
• 제3절 자료수집 및 분석방법 = 59
• 1. 자료의 수집 = 59
• 2. 분석방법 = 60
• 제4장 연구결과의 분석 및 논의 = 62
• 제1절 연구대상자의 특성 및 타당도와 신뢰도 검증 = 62
• 1. 인구사회학적 특성 = 62
• 2. 측정도구의 타당도와 신뢰도 검증 = 64
• 3. 주요변수의 기술통계량 = 68
• 4. 인구사회학적 특성별 차이분석 = 70
• 제2절 가설의 검증 = 87
• 1. 상관관계 분석 = 87
• 2. 감정노동과 직무스트레스 및 직무소진과의 관계 = 90
• 3. 가설검증 결과의 요약 = 102
• 제3절 분석결과의 논의 = 104
• 1. 경찰공무원의 감정노동수준에 관한 논의 = 104
• 2. 감정노동이 직무소진에 미치는 영향 = 105
• 3. 감정노동이 직무스트레스에 미치는 영향 = 109
• 4. 직무스트레스가 직무소진에 미치는 영향 = 110
• 5. 직무스트레스의 매개효과 = 111
• 제5장 결 론 = 114
• 참고문헌 = 119
• ABSTRACT = 133
• 설문지 = 139