악성 민원이 지자체 감정노동자들의 삶의 질에 미치는 영향

Abstract

The purpose of this study is to examine the impact of malicious complaints on the quality of life of emotional workers in local governments, and to demonstrate the mediating effect of resilience and social support. A survey was conducted from April to May 2022 targeting 325 emotional workers working in B metropolitan city, and the structural equation model was used for analyzing the survey data. For a more detailed analysis of the results derived from the structural equation model, in-depth interviews were conducted with six public officials, indefinite contract worker, and accredited police working at B metropolitan city hall. In this study, the following research questions were set. First, how do malicious complaints affect emotional labor and quality of life of emotional worker? Second, what are the mediating effects of resilience and social support in the relationship between malicious complaints, emotional labor, and quality of life of emotional worker? Third, is there a moderating effect between groups in the relationship between malicious complaints, emotional labor, resilience, social support, and quality of life of emotional worker? Fourth, what is the reality of the experience of malicious complaints by emotional workers in local governments? Survey data were analyzed using SPSS and AMOS. Reliability analysis, correlation analysis, confirmatory factor analysis, structural equation model, and bootstrapping were used to demonstrate the mediating effect, and the moderating effect was examined through multi-group analysis. The conclusions of this study are as follows. First, malicious complaints had a positive effect on emotional labor, and emotional labor did not directly affect the quality of life of emotional worker. Second, there was a mediating effect of resilience and social support between emotional labor and quality of life of the worker. In other words, emotional labor did not directly affect the quality of life of the worker, but it was confirmed that it is a variable that affected the quality of life of the worker through self-regulation ability, interpersonal relationships, positiveness, superior support, and peer support. Third, in the relationship between emotional labor, resilience, social support, and quality of life, there was a moderating effect between the three groups (public officials, indefinite contract worker, and accredited police). There were statistically significant differences between groups in the effects of emotional labor on resilience and social support, and of resilience on quality of life. Fourth, among malicious complaints, physical violence had the greatest physical and mental impact, although the frequency is less than that of verbal violence and administrative obstruction. As a result of in-depth interviews, the need to establish governance for efficient work and the need to publicize the Act related emotional worker protection were confirmed. In addition, it will be necessary to improve practical policies suitable for emotional workers, such as psychological counseling treatment, healing programs, and related training that can increase resilience and social support. A plan for securing replacement workers in the absence of emotional workers will also be needed. Most of the precedent studies have conducted research on individual occupations, but this study is differentiated from those studies by studying three groups in the public sector and revealing the moderating effects between groups. And it is meaningful to find out that resilience and social support are important factors in the relationship between emotional labor and quality of life of emotional worker.