Journal of Industrial Convergence (산업융합연구)

DAEHAN Society of Industrial Management (대한산업경영학회)
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The Effect of Positive Emotional Labor on Customer Orientation among Social Workers Who Worked at Residential Facility for the Disabled : Mediating Effect of Organization Commitment and Self-Efficacy

장애인생활시설 사회복지사의 긍정적 감정노동이 고객지향성에 미치는 영향: 조직몰입과 자기효능감의 매개효과

  • 전미영 (한세대학교 사회복지학) ;
  • 박병오 (한세대학교 사회복지행정학과)
  • Received : 2021.02.03
  • Accepted : 2021.04.20
  • Published : 2021.04.30
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Abstract

This study aims to analyze the intervention effect of organizational immersion and self-efficacy on the impact of social workers working at disabled living facilities at social welfare practice sites on customer orientation with positive emotional labor. For the research, a survey was conducted from June 1 to June 30, 2017, focusing on living facilities for the disabled in Gyeonggi-do. Using the significant collection method, researchers distributed a total of 500 surveys using direct visits, mail, and Internet surveys, and used 384 final surveys for research and analysis, excluding 398 and 14 unfaithful answers. Studies show that first, organizational immersion of social workers has a partial effect between positive emotional labor and customer orientation, and second, self-efficacy also has a partial effect between positive emotional labor and customer orientation. Based on these findings, institutional and policy measures should be prepared to appropriately reflect various programs and practices suitable for the working environment to improve customer orientation, organizational immersion, and self-efficacy of living facilities for the disabled.

본 연구의 목적은 사회복지실천현장 장애인생활시설에 종사하는 사회복지사의 긍정적감정노동이 고객지향성에 미치는 영향에서 조직몰입과 자기효능감의 매개효과를 분석한다. 연구를 위해 경기도 지역 장애인생활시설의 사회복지사를 대상으로 2017년 6월 1일~6월 30일까지 설문조사를 진행하였다. 유의표집방법을 적용하여 직접 방문, 우편, 인터넷을 활용하여 조사되었고, 총 500부의 설문을 배포하여 398부 회수, 응답설문 중 불성실한 14부를 제외하고 최종 설문 384부를 연구분석에 활용하였다. 분석 결과, 첫째, 사회복지사의 조직몰입은 긍정적감정노동과 고객지향성 간에 부분매개효과가 있는 것으로 나타났으며, 둘째, 자기효능감 역시 긍정적감정노동과 고객지향성 간에 부분매개효과가 있는 것으로 나타났다. 이러한 연구결과를 바탕으로 장애인생활시설 종사자의 고객지향성, 조직몰입, 자기효능감을 향상하기 위한 근무환경에 적합한 다양한 프로그램 개발, 실천현장에 적절하게 반영할 수 있는 제도적, 정책적인 방안이 마련되어야 함을 제시하였다.

Keywords

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