소방공무원 감정노동에 따른 이직의도 분석을 통한 개선방안 = The Improvement Method through Analysis of the Turnover Intention of Korean Firefighters due to Emotional Labor

국문 초록 (Abstract)

현대 사회는 재난의 규모가 초대형화되고 그 유형이 더 복잡해지고 있으며 재난을 예방하고 신속하게 대응할 수 있는 재난대응조직의 능력이 더욱 필요 하게 되었다. 최근에는 각종 생활 안전 민원까지 업무 영역을 넓혀지고 있음에 따라 대국민 서비스에 대한 질적 향상을 위해 노력하는 것에 비해 서비스 제공 종사자에 대한 관심과 배려가 부족했고, 현장에서 활동하는 소방대원이 정신적으로 어려움을 겪고 있는지 충분한 논의가 이루어지지 못하고 있는 실정이다.
현대 산업 전반에 걸쳐 고객에 대한 서비스가 중요성이 강조됨에 따라 서비스업 종사자들의 정서노동에 관한 연구가 활발히 진행되고 있으며 소방공무원의 감정노동이 이직의도와 관련이 있을 것으로 예측된다. 육체적 활동과 좋지 못한 근무여건에서도 국민의 생명, 신체와 재산을 지키기 위해 노력을 다하고 있는 소방공무원들은 각종 사고의 위험 등 그대로 노출되어 있는 것이 매우 안타까운 일이며, 소방공무원의 고유의 업무 외에 민원 생활 안전 활동 및 지원 활동으로 많은 공·사상자가 발생되고 있다는 것은 육체적 피로와 열악한 환경에 시달리고 있는 소방공무원들의 현실을 보여주고 있는 것이다. 이렇듯 소방공무원이 특정직 공무원임에도 불구하고 소방공무원들이 이직을 고려할 뿐만 아니라 다른 직장을 찾으려고 하는 이유는 타 직종 및 타 직업군들과 비교하여 열악한 근무환경과 업무 중 출동으로 인한 현장업무에서의 위험성이 높다고 말할 수 있다. 이렇듯 직무스트레스 및 직무불만족이 해결되지 못하던 이직의도로 연결될 수 있다는 것은 많은 선행연구 결과 등 에서 나타나 있다.(이은미, 2008; 남궁은, 2009). 우리나라의 소방공무원은 화재, 재난, 재해, 각종 안전대책 등 업무를 과중하게 수행하고, 적정한 보상이 미흡 하며, 타 직종과 비교하여 소외되는 환경에서 상당한 스트레스를 받고 있다 (이상구, 2007). 인구학적 변인에 대한 국내 연구에서 나이, 근속연수, 교육 수준, 성별, 직급간 상관관계가 높다고 보고되며, 기존의 감정노동과 이직의도에 관한 선행연구를 살펴보면 간호사, 호텔외식조리종사원, 정신요양시설 종사자 등 타 직종 및 다른 직업군들 즉, 타 보건 의료인과 일반기업 등에서 주로 이루 어져 왔다. 이에 본 연구에서는 소방공무원의 감정노동에 따른 이직의도와의 관계를 규명하고 소방공무원의 이직의도를 감소시키기 위한 인력관리방안 수립과 소방공무원의 감정노동에 따른 이직의도의 영향을 미치는 변수들을 검정·분석 하고 각 변수간 상관관계를 조사하기 위한 서술적 상관관계 연구이다.
본 연구의 대상자는 서울, 경기도, 대구, 경북 소재한 소방관에서 근무하는 소방관을 대상으로 하였다. 연구도구는 Morris와 Feldman의 감정노동 측정도구를 사용하였다. 이러한 측정 도구는 소방공무원에 맞게 일부 어휘를 수정, 보완하여 사용하였으며, Lawler의 도구를 근거한 이직의도 측정도구를 사용하였다.
자료분석 방법으로 SPSS WIN 18.0 프로그램을 이용하여 평균과 표준편차, 실수와 백분율, 최대값, 최소값, 평균평점과 표준편차, t-test, ANOVA와 사후검정(Scheffé test) 및 상관관계분석(Pearson’s correlation coefficients)로 분석하였다.
대상자의 감정노동 정도는 평균 24.06±6.38, 평균평점 2.67±0.71(척도범위: 1-5)로 중간정도였다. 감정노동의 하위영역 중 평균평점이 가장 크게 나타난 것은 감정의 빈도를 평균평점이 2.87±1.07이었고, 다음은 감정표현에 대한 주의 정도로 평균평점이 2.66±1.04이었으며, 가장 낮은 것이 감정의 부조화로 평균 평점이 2.48±0.95이었다. 이직의도 정도는 평균이 26.05±7.51, 평균평점 2.37±0.68로 나타났다.

다국어 초록 (Multilingual Abstract)

In Korea, the quality of public services has improved due to changed living standards. As people’s various desires for living safety increase and the activities of firefighters have been expended, according various disaster environments, increase the rate of safety accidents that cause people to lose their lives or get injured while performing their works continues to occur. The firefighters are suffering from a lack of manpower.
As lack of firefighters cause excessive work, they have tendencies to move to another department for better work environment or personal reasons.
The turnover of fire service personnel occurred frequently. The time and financial burden for training and training of new employees has been increasing at the fire organization level.
It causes economic losses due to inefficient use of government-level position professionals. Many studies show that the more firefighters lead to the more appropriate professional management and the more positive impact on the local environment.
A person receiving financial compensation from an organization voluntarily renounces his role as a member of the organization(Mobley,1992).
Emotional labor can be defined as an effort to control one’s actual feelings when there is a difference between the emotional expressions required by the organization’s emotional expressions norms and the actual state of emotions one experiences(Hochschild,1983).
Firefighters are suffering physically and cognitively due to their characteristics on the site, and the intensity of emotional labor is getting stronger socially.
Such emotional labor can cause job stress and job dissatisfaction or exhaustion, further along leading to developing an intention to change their job.
The higher level of emotional labor, the more job stress and fatigue,
Reduction of group immersion has an effect on a personal and organizational level.
Therefore, emotional labor is considered an essential factor that should be considered in the development of personnel management by firefighters.
According to the general characteristic related to the degree of turnover of firefighters, in the preceding study, the frequency of emotional labor, attention to emotional expression, and the degree of turnover due to the lack of emotion are confirmed.

목차 (Table of Contents)

• 국문요약················································································ⅰ
• 목 차················································································ⅲ
• 표 목 차················································································ⅴ
• Ⅰ. 서 론 ················································································1
• 1. 연구의 필요성······································································ 1
• 2. 연구의 목적·········································································5
• 3. 연구범위 및 방법··································································6
• Ⅱ. 이론적 배경·········································································· 8
• 1. 소방공무원의 감정노동··························································· 8
• 2. 소방공무원의 이직의도···························································10
• Ⅲ. 연구내용 및 방법 ·································································11
• 1. 연구도구 ··········································································· 11
• 2. 자료수집 기간 및 방법 ·························································· 12
• 3. 자료분석 방법 ····································································12
• Ⅳ. 연구결과 및 고찰································································· 13
• 1. 대상자의 제 특성 ······························································ 13
• 2. 대상자의 감정노동, 이직의도 정도 ··········································· 16
• 3. 대상자의 제 특성에 따른 감정노동 정도 ···································· 19
• 4. 대상자의 제 특성에 따른 이직의도 정도 ··‥································26
• 5. 대상자의 감정노동, 이직의도 정도의 상관관계····························· ·28
• 6. 개선방안 제언···································································· 29
• Ⅴ. 결 론················································································ 33
• 참고문헌··············································································· 35
• Abstract···············································································40
• 부 록··················································································· 42