노인복지관 종사자의 감정노동과 이직의도: 직무만족과 조직헌신의 이중매개효과 = Dual Mediating Effect of Job Satisfaction and Organizaional Commitment between Emotional Labor and Turnover Intention of Employees in Senior Welfare Centers

국문 초록 (Abstract)

본 연구는 노인복지관 종사자의 감정노동이 이직의도에 미치는 영향과 직무만족과 조직헌신의 이중매개효과를 각각 검증하였다. 대전과 충남의 19개 노인복지관 종사자 370명을 대상으로 조사한 설문자료를 분석하였다. 응답자료는 SPSS 18.0과 AMOS 29.0을 통해 분석하였고 주요 분석방법은 확인적 요인분석/부트스트랩검정이다. 분석결과, 종사자의 감정노동이 이직의도에 유의한 영향을 미치고 직무만족과 조직헌신의 이중매개효과가 확인되었다. 노인복지관 종사자의 이직의도를 감소시키기 위해 다음과 같은 대책이 필요하다. 첫째, 감정노동의 완화를 위해 종사자들과 서비스 대상자들의 관계 개선과 감정조절을 위한 교육훈련이 필요하다. 둘째, 직무만족의 향상을 위해 종사자들의 의견을 존중하고 의사결정에 참여시키는 조직문화와 종사자들의 경력과 직무에 적합한 전문적 심화교육이 효과를 발휘할 수 있다. 셋째, 조직헌신도를 증진시키기 위해 직장동료들의 사회적 지지를 적극적으로 활용하고 종사자들에게 자율성을 부여하여 주체적인 업무수행환경을 조성할 필요가 있다. 본 연구는 향후 노인복지관에서 제공되는 여가서비스의 수준을 높이는데 기여할 것으로 생각한다. 아울러 본 연구에서 분석하지 못한 노인복지관의 이직의도를 향상시킬 수 있는 실천방안들을 개발하기 위한 현장연구들이 이루어지기를 희망한다.

다국어 초록 (Multilingual Abstract)

This study's purpose was examining the effects of emotional labor on turnover intentions, and the dual mediating effects of job satisfaction and organizational commitment. Data were analyzed using AMOS/SPSS 18.0, and the main methods were confirmatory factor analysis and the bootstrap test. In order to reduce turnover intentions in workers from senior welfare centers, the following measures are needed. First, education and training are needed to improve the relationships between workers and service recipients, and to control their emotions in order to alleviate emotional labor. Second, to improve job satisfaction, the organizational culture should respect the opinions of employees who participate in decision making, and professional deepening education suitable for the career and job of employees can be effective. Third, in order to improve organizational commitment, it is necessary to actively utilize the social support of co-workers and create an independent work environment by giving employees some autonomy. This study is expected to contribute to raising the level of leisure services provided by seniors' welfare centers in the future. In addition, it is hoped that field studies will be conducted to develop practical measures to improve turnover intentions in staff from seniors' welfare centers not analyzed in this study.

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