잠재 프로파일 분석을 통한 콜센터 상담원의 감정노동 유형분류와 직무만족 및 우울 수준에 관한 탐색적 연구 = Emotional Labor Profiles and Job Satisfaction and/or Depression: Utilizing a Person-Centered Approach in the Private Company Call Center Context

국문 초록 (Abstract)

본 연구는 잠재프로파일 분석(LPA)을 사용하여 민간기업 콜센터 상담원들의 감정노동 유형을 분석하였다. 분석을 위해서 총 671개 표본에 대해 한국형 감정노동 평가도구(K-ELS)를 사용하여 감정규제, 고객갈등, 감정 부조화 등을 포함한 감정노동 강도뿐만 아니라 조직적 모니터링, 조직적 지지⋅지원 (제도, 상사⋅동료 지지) 등을 포함하는 조직적 관리 측면까지 조사함으로써 종합적인 감정노동 수행 형태를 파악하였다. 분석은 감정노동의 5가지 하위 구성요인들이 감정노동자들의 서로 다른 프로파일 내에서 어떻게 결합하는지를 검토하였다. 그 결과 약한 감정노동자(weak EL), 평온한 감정노동자(peaceful EL), 저지지-약한 감정노동자(low-supported weak EL), 개인적 감정노동자(personal EL), 상황적 감정노동자(situational EL), 저지지-강한 감정노동자(low-supported strong EL)의 6개 감정노동자 유형이 도출되었다. 또한, 도출된 감정노동자 프로파일과 감정노동 결과(직무만족, 우울 수준) 사이의 관계를 검증하였다. 결과적으로 평온한 감정노동의 경우 직무만족도가 가장 높고 우울 수준이 가장 낮았다. 그리고 전반적으로 감정노동 수행 강도가 낮은 그룹일수록 직무만족도는 높았으며, 우울 수준은 낮게 나타났다.

다국어 초록 (Multilingual Abstract)

Over the last five year, there is a growing body of research on emotional labor profile in terms of person-centered approach because researchers are aware of the fact that employees can simultaneously experience different levels of emotional labor. This study conducted a latent profile analysis(LPA) to identify the distinct pattern of emotional labor profiles by utilizing Korean version of emotional labor scale(K-ELS) which is composed of the five components. The sample for this study was collected from the various private company call centers in South Korea (n=671). Six profiles were identified using latent profile analysis and these six emotional labor profiles exemplified the differing impact of emotional labor on job satisfactions and depressions. In conclusion, the implications of these results for emotinal labor theory, practice and further research are discussed.

목차 (Table of Contents)

• Ⅰ. 서론 Ⅱ. 이론적 배경 및 선행연구 검토 Ⅲ. 자료 및 연구 방법 Ⅳ. 연구결과 Ⅴ. 논의 및 결론

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