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분리된 관심의 척도 타당화 및 직무열의와의 관계 연구

Detached Concern: Testing of the Scale Validity and the Relationship with Work Engagement

박형인|남지선
한국산업및조직심리학회 (Korean Society for Industrial and Organizational Psychology)|2021.11|한국심리학회지: 산업 및 조직 (Korean Journal of Industrial and Organizational Psychology)|제34권 제4호|pp. 629-662|DOI https://doi.org/10.24230/kjiop.v34i4.629-662

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참고문헌

키워드

scale validation척도 타당화burnout직무열의work engagement직무탈진직무통제job control분리된 관심반응표면그래프detached concernresponse surface graph
주제분류심리과학

초록

본 연구는 고객응대상황에서 정서노동자들이 고객에 가지는 태도와 관련된 분리된 관심이라는 개념을 한국 표본을 대상으로 적용하고자 하였다. 연구 1에서는 분리된 관심 척도를 한국어로 번안한 후 역번역 과정을 거쳐 문항을 가다듬고, 고객응대 업무를 수행하는 만 19세 이상 한국 주간 전일제 근무자 143명을 대상으로 직무탈진의 세 하위요인을 준거변수로 활용해 타당도를 확인하였다. 연구 1의 결과, 분리된 관심의 두 하위요인인 분리와 관심은 독립적인 차원으로 나타났고, 삼차원적 반응표면그래프를 바탕으로 분리와 관심이 높은 수준에서 일치할수록 직업비효능감이 감소하는 것을 확인했다. 연구 2에서는 연구 1의 척도를 사용하여 한 달 간격으로 두 번의 설문조사를 진행해 374명의 고객응대근로자에게서 분리된 관심과 한 달 후 직무열의의 세 하위요인 간의 관계를 살펴봤다. 또, 그 관계에서 직무통제가 조절변수로 작용해 관계를 약화시키는지 알아봤다. 그 결과, 분리와 관심의 수준이 직무열의에 영향을 미치는 것을 확인했다. 또한, 그 관계에서 직무통제가 조절변수로 작용하였으나, 직무열의의 각 하위요인들에 따라 직무통제의 조절효과가 다르게 나타났다. 이러한 연구결과는 분리된 관심이 정서노동자들의 심리적 웰빙에 중요한 영향을 미칠 수 있음을 시사한다. 연구결과를 바탕으로 학문적 및 실무적 시사점을 제시하고 후속연구 방안을 제안하였다.

Abstract

This study attempted to apply the concept of detached concern, an attitude that service workers may have towards customers, to Korean samples. In Study 1, the original detached concern scale was translated into Korean and then back-translated for comparison and refinement. The Korean detached concern scale was then validated with a sample of 143 full-time, overage Korean workers using three facets of burnout as the criteria. The results of confirmatory factor analyses indicated that detachment and concern were two independent facets. Also, the response surface graph showed that professional inefficacy significantly decreased when detachment and concern matched at high levels rather than at low levels. In Study 2, we examined whether detached concern would predict the three facets of work engagement after a month with 374 Korean customer service workers using the scale validated in Study 1. We also hypothesized that job control would weaken the relationships. All variables were measured twice with a one-month interval. Polynomial regressions revealed that detachment and concern measured at Time 1 jointly had significant effects on all facets of work engagement measured at Time 2. Also, the moderating effects of job control were observed but different for all three facets. These results suggest that detached concern may play an important role in the psychological well-being of emotional labor workers. Based on these findings, academic and practical implications were discussed along with suggestions for future research.

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