earticle

영어

After the transition of the administrative service paradigm caused by the advent of New Public Management Theory in the 1990s, ‘customer-oriented logic' was introduced in Administrative Services. The concept that people are the customer of Government was rapidly widespread. Whenever civil servants serve customers, they are always forced to provide adequate service for customers with kindness. For this reason, many civil servants have experienced mental stress and a state of tension resulted from emotional labor in civil affairs administration. Emotional labor is a requirement of a job that employees display required emotions toward customers or others. The object of this study is to verify on the effect relationship of the emotional labor and personal characteristic of civil servants on the job commitment in civil affairs administration. Based on the results of this study, we aimed to suggest the directions of theoretical and practical development for enhancing job performance of civil servants. This study was conducted a theoretical study and an empirical study and a literature search was conducted by referring previous studies for theoretical study of emotional labor and job commitment. After seeing the significance and characteristics of emotional labor was examined and the meaning and importance of job commitment was examined. Then, precedent studies about emotional labor and job commitment was examined, either. For achieving the objectives of this study, factors that affect job commitment were studied and divided into two classes, characteristics of emotional labor and personal characteristic. Factors of characteristics of emotional labor were set frequency of emotional display, attentiveness to required display rules, variety of emotional required display rules and emotional dissonance. And factors of personal characteristic were set gender, age, marital status, position and tenure of office. The results, ranked in ascending order are as follows. It was analyzed that gender, the ages and tenure of office have an effect on job commitment. The higher the ages, the higher the position, and the longer the tenure of office, the more job commitment has increased. According to the analysis result, frequency emotional display, attentiveness to required display rules, variety of emotional required display rules and emotional dissonance has influenced on job commitment. Therefore emotional labor of civil servant influences on job commitment. If the increase of job commitment in organization is needed, the needs of managing emotional labor must be proceeded effectively.

한국어

1990년대 신공공관리론의 등장으로 인한 행정 패러다임의 변화한 이후에, 고객중심의 논리가 행정서비스에 도입되면서 공무원들은 고객에게 친절한 서비스를 제공하도록 강요받아 왔다. 많은 공무원들은 민원행정에서 감정노동으로 인하여 정신적 스트레스와 긴장감을 겪는다. 본 연구의 목적은 민원행정에서 공무원의 감정노동과 개인 특성이 직무몰입에 미치는 영향관계를 검증하여 보는 데 있으며, 이론적 연구와 실증적 연구로 나누어 실시하였다. 직무몰입에 영향을 미치는 요인을 감정노동의 특성과 개인 특성으로 구분하여 알아보고, 감정노동의 특성 요인으로는 감정표현의 빈도, 감정표현의 주의정도, 감정표현의 다양성, 감정적 부조화 등 4개 요인을 살펴보았다. 개인 특성의 요인으로는 성별, 연령, 결혼유무, 직급, 재직기간 등 5개 요인을 알아보았다. 연구 결과, 개인 특성 중 연령과 직급, 재직기간이 직무몰입에 영향을 주는 요인으로 분석되었으며, 연령이 높을수록, 직급이 높을수록, 재직기간이 증가할수록 직무몰입이 증가하는 것으로 분석되었다. 감정노동의 특성 요인인 감정표현의 빈도, 감정표현의 주의정도, 감정표현의 다양성, 감정적 부조화는 직무몰입에 영향을 미치는 것으로 분석되었다.