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감정노동자 보호제도의 효과에 대한 실증연구

A Statistical Test of the Effects of Emotional Laborer Protection Institution

양경욱
한국노동연구원 (Korea Labor Institute)|2022.09|노동정책연구 (Quarterly Journal of Labor Policy)|제22권 제3호|pp. 33-66|DOI 10.22914/jlp.2022.22.3.002

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참고문헌

키워드

감정노동emotional laboremotional exhaustion감정소진고객 비시민성감정노동자 보호제도customer incivilityemotional laborer protection institutions
주제분류사회과학일반

초록

2018년부터 감정노동자 보호법이 시행되면서 사업주는 감정노동자의 건강을 보호하기 위한 조치를 취할 의무를 가지게 되었다. 현재는 감정노동자 보호조례들이 계속 신설되고 있고 고용노동부는 감정노동자 보호매뉴얼을 배포하고 있다. 그동안 학술적 연구들은 감정노동자가 겪는 심리적 건강 악화의 문제를 집중적으로 다루어 온 반면, 감정노동자 보호제도의 효과성에 대해서는 관심을 기울이지 않았다. 그래서 현재 많은 조직들이 감정노동자 보호제도를 수립하고 있지만 그것이 감정노동자를 보호하는 데 과연 실효성이 있는지는 검증되지 않고 있다. 감정노동 종사자 465명의 설문조사 자료를 기반으로 구조방정식 모형을 분석한 결과, 휴식지원 제도는 감정소진을 직접 낮추었고, 고객대처지원 제도는 표면연기와 고객비시민성을 낮춤으로써 간접적으로 감정소진을 저하시켰다. 요컨대 감정노동자 보호제도는 감정소진에 대해서 예방효과와 사후적 회복효과를 가진 것으로 나타났다.

Abstract

As the so-called Emotional Workers Protection Act was newly enacted, employers have been obliged to protect the emotional workers’ safety and health. Following this, the Emotional Laborer Protection Ordinance was newly established, and the Ministry of Employment and Labor distributed the Emotional Laborer Protection Manual. While past studies have focused on emotional workers’ poor health, they have not paid much attention to the effectiveness of the emotional worker protection institutions. Many organizations have established the institutions, but whether they are effective in protecting emotional workers has not yet been examined. This study analyzed the structural equation model based on a survey of 465 emotional labor workers. The organizational policy to offer rest breaks and rest space directly lowered workers’ emotional exhaustion. The organizational policy to help employees cope with customers indirectly reduced emotional exhaustion by lowering surface acting and customer incivility. On the contrary, the training and education, and health care policy in organizations have no effects.

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