돌봄 사회서비스 종사자의 감정노동 수행정도가 서비스 질 자기평가에 미치는 영향

초록

The purpose of this study is to look at the real condition of the emotional labor of care workers working at social services area, and to examine how the degrees of emotional labor can affect the service quality that service providers are perceived. This study analyzed total 159 care workers working at the 7 social care service centers which are providing mother-and-newborn baby care service in Seoul by conducting multiple regression analysis. The results are first, the self-evaluation of workers about service quality they perceived appeared to be 3.99 on a five-point scale, and that is, worker themselves evaluated the service quality positively. Second, from the result of Multiple Regression Analysis, this study found that ‘frequency of emotional labor’ had a positive influence on the service quality, and ‘attentiveness of emotional expression’ had a negative relations with the service quality. ‘Emotional dissonance’ had not a meaningful relations with service quality. Based on the results, several policy and practical implications were suggested.

키워드