클라이언트와의 관계, 감정노동, 직무스트레스가 정신요양시설 종사자의 소진에 미치는 영향 = The Effect of Relationships with Clients, Emotional Labor, and Job Stress on Burnout of Employees in Long-term Mental Health Care Center

다국어 초록 (Multilingual Abstract)

The prevalence of mental disorder is gradually on the rise. The risk rate of mental disorder relapse stands at 60 or 70 percent, and some prognoses are difficult to be completely cured. 10,940 people with chronic mental disorder stayed in 59 mental health care facilities as of 2013 without making a complete recovery though they had repeatedly been hospitalized in mental health care institutions for two years or more.
Mental health care facilities had just served in the past as residences to offer long-term daily routine care, but they are now responsible for more dynamic roles of facilitating social rehabilitation. The facilities have underwent constructive changes in that process such as opening, transparency, better quality of service and standardized service. On the contrary, however, the employees of the facilities are under heavy job stress due to the necessity of better professionalism and better capability, heavy workload, harsh working environments, stiff organizational system and deep-rooted prejudice. Their job stress and burnout are likely to be followed by stress-related diseases, absence, turnover, deteriorated job performance and growing accident rate. All the phenomena affect not only their own individual welfare but result in detracting from the quality of service, and consequently exert a negative influence on the performance of the facilities. Indeed, job stress and burnout are two of integral organizational management factors.
The purpose of this study was to examine the impact of the relationship of the employees of mental health care facilities with clients, their emotional labor and job stress on burnout in an effort to provide some information on how to boost the quality of service and the organizational efficiency of mental health care facilities.
The subjects in this study were the selected employees who worked in 12 different mental health care facilities in Seoul, Gyeonggi Province, Incheon, Daejeon and North Chungcheong Province for six months or more. After a survey was conducted, the answer sheets from 249 respondents were analyzed by the statistical package SPSS WIN 18.0, and correlation analysis and hierarchical regression analysis were carried out. The major findings of the study were as follows:
As a result of analyzing the correlation of relationship with clients, emotional labor and job stress to burnout, the employees found themselves to be more burned out when they were in a more negative relationship with clients, when there was more safety threatening, when the symptoms of their clients were more serious, and when their relationship with clients was worse in general. As for the correlation between emotional labor and burnout, a higher frequency of emotional labor, more careful concern for emotional display and more frequent experience of emotional dissonance resulted in heightening overall emotional labor, which led, in turn, to heavier burnout. Concerning the correlation between the job stress and burnout of the employees, they were more burned out when they suffered more job stress in relation to workload, job autonomy, conflicting relationship, organizational system, underpayment and workplace culture.
As a result of analyzing how their relationship with clients, emotional labor and job stress affected the subfactors of their burnout, the relationship with clients exerted a lot of significant negative influence on burnout and its subfactors. In every model, interpersonal relationship was shown to be significantly negatively influential. Emotional labor had a significant positive impact on burnout, and emotional display frequency and concern for emotional display exercised a less influence on the subfactors of burnout. Among the subfactors of job stress, workload, underpayment and workplace culture affected burnout and its subfactors. Regarding the relative influence of the subfactors of the independent variables on the dependent variable burnout, interpersonal relationship was most influential, followed by workplace culture, emotional dissonance, workload, underpayment and organizational system.
So far, the influential factors for burnout were investigated in this study, and there are some suggestions on how to boost the quality of service and the organizational efficiency of mental health care facilities, which was the ultimate purpose of the study: First, the kind of education that helps employees to improve their interpersonal relationship with clients, which affects their own burnout, should be prepared, and the facilities and the government should make a concerted effort to improve the safeguards. Second, emotional stimuli programs geared toward employees of mental health care facilities should be developed to stimulate them to keep being carefully concerned about their own emotional stimuli that are attributed to patients with chronic mental diseases, since emotional labor had a significant positive impact on burnout. Besides, it should be considered to provide them with healing programs to prevent emotional dissonance. Third, it seemed that job stress exerted a significant negative influence on burnout. Individual employees of mental health care facilities are responsible for more clients than in the other fields of social welfare, and they have to take charge of more workload and improve their professionalism due to the trends of documentation, computerization and individualization and an increase in particular cases. So the introduction of a three-shift system is mandatory, and the legal criteria for the provision of human resources must be regulated as well. Underpayment had an impact on emotional burnout, a waning sense of achievement and burnout, and the national government are taking measures to make itself responsible for budget for these facilities to ensure adequate pay for employees of the facilities. The national government should urgently finish taking all the measures to assume the responsibility for this budget and t

목차 (Table of Contents)

• 표목차
• 논문개요
• Ⅰ. 서론 1
• 1. 연구의 배경 1
• 2. 연구의 목적 4
• Ⅱ. 이론적 배경 5
• 1. 정신요양시설 5
• 1) 정신요양시설 현황 5
• 2) 정신요양시설의 기능과 역할 7
• 3) 정신요양시설 이용대상 8
• 4) 정신요양시설 종사자의 업무특성 11
• 2. 클라이언트와의 관계, 감정노동, 직무스트레스, 소진에 대한 선행 연구 15
• 1) 클라이언트와의 관계 15
• 2) 감정노동 17
• 3) 직무스트레스 20
• 4) 소진 26
• 5) 클라이언트와의 관계, 감정노동, 직무스트레스가 소진에 미치는 영향 30
• Ⅲ. 연구가설 및 연구모형 36
• 1. 연구가설 36
• 2. 연구모형 37
• Ⅳ. 연구방법 38
• 1. 연구대상 및 표집방법 38
• 2. 변수의 구성 및 측정도구 39
• 3. 분석방법 42
• Ⅴ. 분석결과 43
• 1. 응답자의 일반적 특성 43
• 2. 측정도구의 신뢰도 47
• 3. 주요변수의 기술통계 48
• 4. 클라이언트와의 관계, 감정노동, 직무스트레스와 소진과의 상관 관계 52
• 5. 클라이언트와의 관계, 감정노동, 직무스트레스가 소진에 미치는 영향 55
• Ⅵ. 결 론 67
• 1. 연구결과 요약 67
• 1) 연구대상의 특성 및 기술적 분석결과 67
• 2) 가설검증 70
• 2. 결 론 72
• 3. 후속연구를 위한 제언 74
• 참고문헌 76
• 부 록 87
• ABSTRACT 99