Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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Effect of Long-term Care Worker's Person-Centered Care on Service Quality of long term care facility -Focusing on mediating effects of long term care worker's emotional labor and job satisfaction-

요양보호사의 인간중심케어와 서비스 질의 관계 -요양보호사의 감정노동과 직무만족의 매개효과 중심-

  • Song, Myeong-Seop (Division of Social Work, Grauduate School of Chosun University) ;
  • Rhee, Young-Sun (Division of Administration & Social Welfare, Chosun University)
  • 송명섭 (조선대학교 대학원 사회복지학과) ;
  • 이영선 (조선대학교 행정복지학부)
  • Received : 2020.11.13
  • Accepted : 2021.03.05
  • Published : 2021.03.31
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Abstract

In this study, we analyze the relationships between long-term care workers' person-centeredness and job satisfaction, emotional labor, and service quality. Self-administered questionnaires were used to collect data from 460 long-term care workers in long-term care facilities. In the research model, person-centered care was verified using independent variables, with emotional labor (surface behavior, internal behavior) and job satisfaction applied as parameters, and service quality applied as a dependent variable. The results of this study are as follows. First, the fit of the model is good. Second, the implicit behavior of emotional labor is found to be an important factor affecting service quality. Also, emotional labor is an important mediator, improving the value of person-centered care and service quality. There is a positive correlation between internal behavior and service quality, and a negative correlation between surface behavior and service quality. Third, emotional labor (surface behavior, internal behavior) is the most influential variable in terms of service quality. The results of this study demonstrate the necessity to pay clinical and academic attention to person-centered care in terms of long-term care workers' emotional labor and service quality.

본 연구에서는 요양보호사의 인간중심케어와 직무만족, 감정노동, 서비스 질 간의 관계를 분석하였다. 연구대상 및 조사방법은 전국의 장기요양시설에 근무하는 요양보호사 460명을 대상으로 자기 기입식 설문지를 활용하였다. 연구모형에서 독립변수는 인간중심케어, 매개변수는 직무관련 감정노동(표면행위, 내면행위)과 직무만족, 종속변수는 서비스질로 구성하였다. 모형의 적합성과 서비스 질에 영향을 미치는 각 요인들의 직접효과 및 간접효과를 검증한 결과 모형의 적합도는 적합한 수준이었고, 감정노동 중 내면행위가 서비스 질에 영향을 미치는 중요한 변수임을 알 수 있었다. 특히, 감정노동은 인간중심케어의 가치와 서비스 질에 매우 큰 영향을 미치고 있어 중요한 매개변인 역할을 한다는 것을 확인할 수 있었다. 또한, 인간중심케어가 감정노동을 매개로 하여 서비스 질에 영향을 미치는 총 효과는 통계적으로 유의미한 것으로 나타났고, 내면행위와 서비스질의 관계는 정(+)적 상관관계를 보인 반면, 표면행위와 서비스질의 관계는 부(-)적 상관관계를 갖고 있음을 확인할 수 있었다. 위의 연구 결과를 토대로 인간중심케어에 있어서 요양보호사들의 감정노동과 서비스 질에 대한 임상적, 학문적 관심을 환기시킬 필요가 있음을 제안하였다.

Keywords

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