아이돌보미 감정노동과 서비스 질과의 관계에서 회복탄력성의 조절효과

The Moderation Effect of Resilience on the Association between Child-carers’ Emotional Labor and Service Quality

본 연구는 아이돌보미들의 감정노동과 돌봄 서비스 질과의 관계를 확인하고, 감정노동과 서비스 질과의 관계에서 회복탄력성은 조절효과를 갖는지를 알아보는 것이다. 연구 대상은 현재 강원도 18개 시·군에서 활동 중인 아이돌보미 206명을 대상으로 조사한 설문 자료를 분석하였다. 연구 결과, 첫째, 아이돌보미의 감정노동의 빈도가 높게 나타나면, 감정노동의 주의정도와 감정노동 부조화도 높아지게 되고, 감정노동이 높으면 전반적으로 낮은 서비스 질을 보이는 것으로 나타났다. 또 서비스 질이 낮으면, 회복탄력성도 낮게 나타났으므로, 각 요인들 간에는 상관관계를 보였다. 둘째, 아이돌보미 감정노동과 서비스 질의 관계에서 회복탄력성은 통계적으로 유의한 조절효과를 보이는 것으로 확인되었다.

The current study aims to examine the association between child-carers’ emotional labor and the service quality of provided care. Furthermore, the concept of resilience was also included in the research model, in order to investigate its role as a moderator. A total number of 206 child-carers, who are currently providing care services in Kangwon province, took part in the survey. The study results are as follows: the first results showed that when the frequency of emotional labor increases, its attentiveness and dissonance happen more intensely as well. Moreover, the higher the emotional labor becomes, the lower the service quality is likely to be. The service quality, on the other hand, was positively related to the resilience. To sum up, each factors were correlated one another. The second result of hierarchial regression showed that the explanatory power of the model including the interaction term was significantly higher than the one without (ΔF= 130.084, ΔR² = .114, p< .001). The interaction term, in specific, was negative and statistically significant (p< .05). The current study, therefore, confirmed the moderation effect of resilience on the association between emotional labor and service quality.