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기사 메일전송
사회복지직 공무원의 감정노동의 표면행위와 내면행위가 이직의도에 미치는 영향
  • 편집국
  • 등록 2021-05-14 08:01:03

기사수정
  • 86 전보경 동문의 박사학위논문

Social work public officials, as social welfare experts, perform the roles of

resource distribution, management of social welfare facilities, reinforcement of

connections and development of resources, and at the same time, perform home

visits and consultations through one-to-one relationships and management of

cases. Therefore, their turnover intention causes a vacuum in these roles or

degradation of service quality, which then has significant influence on community

welfare practices. Nonetheless, there are only a few studies on the turnover

intention of social work public officials.

This study divides Emotional Labor Performance Strategy into Surface Acting

and Deep Acting which occurs when social work public officials perform their

duties and empirically verifies negative and positive effect of Emotional Labor.

Also, this study looks at the relationships of Emotional Labor, customer

orientation, burn out and turnover intention, and then suggests directions of

improvement in theoretical, practical and political aspects by analyzing each

factor.

In order to achieve these objectives, we mailed surveys to the social work

public officials working throughout Daegu and Gyeongsangbuk-do Province (divided

into the Middle West, the East, the South and the North).

We analyzed 726 questionnaires collected of 800 questionnaires distributed. In

order to analyze them, we modeled the relationships of Surface Acting, Deep Acting, customer orientation, burn out and turnover intention in Emotional Labor

of social work public officials, and then modeled the relationships of customer

orientation, burnout and turnover intention. After we use the structure equation

model which set Surface Acting and Deep Acting in Emotional Labor as independent variables, customer orientation and burn out as intermediate variables and resultant turnover intention factor, as a dependent variable, we verify the

direct effect of Surface Acting and Deep Acting in Emotional Labor on turnover

intention and the indirect mediating effect on turnover intention through

customer orientation and burn out.

The results of this empirical survey are as follows. the results of this study

show Surface Acting and Deep Acting in Emotional Labor don't have a direct effect on turnover intention. On the other hand, customer orientation and burn out have a mediating effect between Surface Acting and Deep Acting in Emotional Labor and turnover intention.

First, regarding the effect of Emotional Labor on burn out, analysis result

suggests that the higher Surface Acting in Emotional Labor is, the higher burn

out is, and that the higher Deep Acting in Emotional Labor is, the lower the burn

out is. Second, analysis result of the effect of Emotional Labor on customer

orientation suggests that the higher Deep Acting in Emotional Labor is, the

higher customer orientation is, but that Surface Acting in Emotional Labor has no

effect on customer orientation. Third, analysis result of the effect of customer

orientation on turnover intention suggests that the higher customer orientation

is, the lower turnover intention is. Fourth, the result of analyzing of the

effect of burn out on turnover intention suggests that the higher burn out is,

the higher turnover intention is. Fifth, the result of the mediating effect of

customer orientation on Emotional Labor and turnover intention suggests that Deep Acting in Emotional Labor has an effect on customer orientation and that customer orientation acts as an intermediate variable, as a result of verifying the

mediating effect that customer orientation leads to turnover intention. However,

the result doesn't suggest that Surface Acting in Emotional Labor has an effect

on customer orientation. Sixth, analysis result of the meditating effect of burn

out on Emotional Labor and turnover intention suggests that Surface Acting and

Deep Acting in Emotional Labor have an effect on burn out and act as intermediate variables of turnover intention, as a result of verifying the mediating effect that this burn out leads to turnover intention.

The results of this study signify as follows by verifying mediating effects of

customer orientation and burn out along with the combined effects of the

Acting, customer orientation, burn out and turnover intention in Emotional Labor

of social work public officials, and then modeled the relationships of customer

orientation, burnout and turnover intention. After we use the structure equation

model which set Surface Acting and Deep Acting in Emotional Labor as independent variables, customer orientation and burn out as intermediate variables and resultant turnover intention factor, as a dependent variable, we verify the

direct effect of Surface Acting and Deep Acting in Emotional Labor on turnover

intention and the indirect mediating effect on turnover intention through

customer orientation and burn out.

The results of this empirical survey are as follows. the results of this study

show Surface Acting and Deep Acting in Emotional Labor don't have a direct effect on turnover intention. On the other hand, customer orientation and burn out have a mediating effect between Surface Acting and Deep Acting in Emotional Labor and turnover intention.

First, regarding the effect of Emotional Labor on burn out, analysis result

suggests that the higher Surface Acting in Emotional Labor is, the higher burn

out is, and that the higher Deep Acting in Emotional Labor is, the lower the burn

out is. Second, analysis result of the effect of Emotional Labor on customer

orientation suggests that the higher Deep Acting in Emotional Labor is, the

higher customer orientation is, but that Surface Acting in Emotional Labor has no

effect on customer orientation. Third, analysis result of the effect of customer

orientation on turnover intention suggests that the higher customer orientation

is, the lower turnover intention is. Fourth, the result of analyzing of the

effect of burn out on turnover intention suggests that the higher burn out is,

the higher turnover intention is. Fifth, the result of the mediating effect of

customer orientation on Emotional Labor and turnover intention suggests that Deep Acting in Emotional Labor has an effect on customer orientation and that customer orientation acts as an intermediate variable, as a result of verifying the

mediating effect that customer orientation leads to turnover intention. However,

the result doesn't suggest that Surface Acting in Emotional Labor has an effect

on customer orientation. Sixth, analysis result of the meditating effect of burn

out on Emotional Labor and turnover intention suggests that Surface Acting and

Deep Acting in Emotional Labor have an effect on burn out and act as intermediate variables of turnover intention, as a result of verifying the mediating effect that this burn out leads to turnover intention.

 

 

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