초록 열기/닫기 버튼
본 연구는 사회복지시설 종사자의 정서성과 정서지능을 독립변수, 감정노동 전략을 매개변수, 감정부조화, 정서고갈, 직무만족을 종속변수로 하는 통합모형을 설정한 후, 감정노동 전략(표면행위와 심층행위)의 영향력을 자원보존이론과 감정규제이론의 안면환류가설과 소외가설을 중심으로 살펴보았다. 연구를 위해 부산ㆍ경남 지역 사회복지시설 종사자를 대상으로 총 2,000부의 우편설문을 발송하였고, 회수된 설문지 중 성실히 응답한 1,398부의 설문지를 최종 분석하였다. 분석결과, 정적 정서, 자기정서조절, 타인정서인식은 심층행위를 통해 감정부조화, 정서고갈, 직무만족에 간접영향을 미치며, 부적 정서는 표면행위를 통해 감정부조화, 정서고갈, 직무만족에 간접영향을 미치는 것으로 나타났다. 총 효과의 크기를 살펴보면, 감정부조화와 정서고갈에는 부적 정서의 영향력이 크며, 직무만족에는 정적 정서의 영향력이 상대적으로 큰 것으로 나타났다. 즉 자원보존이론과 감정규제이론의 안면환류가설과 소외가설이 지지됨을 알 수 있었다. 이러한 연구결과는 사회복지시설 종사자의 감정노동에 대한 이해를 높여, 사회복지조직의 근로조건을 개선하는 근거를 마련하는 데 활용될 수 있을 것이다.
This study thus set up an integrated model with the affectivity and emotional intelligence of social welfare facility employees as independent variables, their emotional labor strategies as a mediating variables, and their emotional dissonance, emotional exhaustion, and job satisfaction as dependent variables. The study also examined the differential influences of their emotional labor strategies(surface acting and deep acting) with a focus on the facial feedback hypothesis and alienation hypothesis of conservation of resources theory and affect regulation theories. The investigator sent out a total of 2,000 questionnaires to the employees of social welfare facilities in Busan and Gyeongnam Province via mail and used a total of 1,398 questionnaires whose answers were sincere enough in the final analysis. The analysis results of mediating effects reveal in particular that positive affectivity, regulation of emotions in oneself, and appraisal/recognition of emotions in others had indirect impacts on emotional dissonance, emotional exhaustion, and job satisfaction through deep acting, and that negative affectivity had indirect impacts on emotional dissonance, emotional exhaustion, and job satisfaction through surface acting. As for the size of total effects, negative affectivity had greater effects on emotional dissonance and emotional exhaustion, and positive affectivity had relatively large influences on job satisfaction. In addition, results reveal that the facial feedback hypothesis and alienation hypothesis of affect regulation theories and conservation of resources theory is supported. Those findings will help to better understand the emotional labor of social welfare facility employees and offer some grounds for improving the working conditions at social welfare organizations.
키워드열기/닫기 버튼
affectivity, emotional intelligence, emotional labor, emotional dissonance, emotional exhaustion, conservation of resources theory, affect regulation theory
