Journal of Korean Library and Information Science Society (한국도서관정보학회지)

Korean Library and Information Science Society (한국도서관정보학회)
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A Study on the Effect of Emotional Labor Experienced by Local Public Library Staffs on Job Satisfaction and Organizational Commitment: The Case of Three Regional Public Libraries in Gyeonggi-do

지자체 공공도서관 직원의 감정노동이 직무만족 및 조직몰입에 미치는 영향에 관한 연구 - 경기도 3개 지역 공공도서관을 중심으로 -

  • Received : 2022.08.23
  • Accepted : 2022.09.13
  • Published : 2022.09.30
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Abstract

This study investigated the differences in emotional labor, job satisfaction, and organizational commitment by job type, and the effect of emotional labor on job satisfaction and organizational commitment for public library employees. Using SPSS 27.0, the survey contents were performed frequency analysis, factor analysis, validity analysis, reliability analysis, correlation analysis, and multiple regression analysis. As a result of the study, it was found that the librarianship experienced more emotional labor than non-librarians, and the frequency of emotional labor increased depending on whether or not the civil service was included, and had a negative effect on overall job satisfaction and job condition satisfaction. However, in the case of psychological response to job satisfaction, library data work was found to be high. In terms of user service, emotional labor that occurs in librarians' work has two sides, which can have both positive and negative effects on the librarian's job satisfaction and organizational commitment. Therefore, practical measures to reduce the frequency and emotional dissonance of emotional labor and increase the diversity of emotional labor should be included in the user response manual and future mental health promotion program development.

본 연구는 공공도서관 소속 직원들을 대상으로 업무 형태별 감정노동과 직무만족, 조직몰입 특성 차이와 감정노동이 직무만족과 조직몰입에 미치는 영향에 대해 알아보았다. 이를 위해 경기도에 소재한 3개 도시의 20개 공공도서관에 근무하는 직원 357명을 대상으로 설문조사를 실시하였다. 조사된 설문 내용은 SPSS 27.0을 사용하여 빈도분석과 요인분석, 타당성분석, 신뢰도분석, 상관분석, 다중회귀분석을 실시하였다. 연구 결과, 사서직이 사서직 이외의 직원들보다 감정노동을 더 많이 겪고 있고, 민원응대 업무 포함 여부에 따라 감정노동의 빈도가 높아지고, 직무만족 전체와 직무만족의 업무조건 만족에 부정적인 영향을 미치는 것으로 나타났다. 그러나 직무만족의 심리반응 만족의 경우, 도서실 자료 업무가 높은 것으로 나타났다. 이용자 서비스라는 측면에서 사서들의 업무에서 발생하는 감정노동은 사서의 직무만족과 조직몰입에 긍정적인 영향과 부정적인 영향을 모두 미칠 수 있는 양면성을 가지고 있다. 따라서 감정노동의 빈도와 감정부조화는 낮추고, 감정노동의 다양성은 높일 수 있는 실제적인 방안이 이용자 응대 매뉴얼과 향후 정신건강 증진 프로그램 개발에 포함되어야 할 것이다.

Keywords

References

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