대한안전경영과학회지 제19권 제3호 (p.59-70)

사회복지기관 종사자의 감정노동과 직무소진의 관계 및 사회적 지원의 조절효과

The relationship between emotional labor and job burnout, and the mediating effect of social support in Social Welfare Agency
키워드 :
emotional labor,job burnout,social support,social welfare agency

목차

Abstract
1. 문제제기 및 연구목적
2. 이론적 배경
  2.1 사회복지기관의 운영현황
  2.2 직무소진에 관한 연구
  2.3 감정노동
  2.4 사회적 지원의 조절효과
3. 연구 설계
  3.1 자료수집 및 분석방법
  3.2 변수 측정 및 타당성분석
4. 조사결과의 분석
5. 결론 및 제언
6. References

초록

The purpose of this study is to review the relationship between emotional labor and job burnout, and the moderating effects of peer and superior support in social welfare agency. In order to verify and achieve the purposes mentioned above, questionnaire data were gathered and analysed from 349 employees of social welfare agency in western Kangwon-do province. Empirical survey's findings are as follows; First, deep action(DA) appeared to be negatively related with depersonalization and reduced accomplishment. Second, surface action(SA) appeared to be positively related with all job burnout factors(emotional exhaustion, depersonalization and reduced accomplishment). Third, peer support moderated negatively the relationship between emotional labor(DA, SA) and emotional exhaustion. Fourth, superior support moderated negatively the relationship between deep action(DA) and emotional exhaustion.