악성 민원에 의한 공공기관 직원들의 감정노동, 회복탄력성, 사회적 지지, 삶의 질의 구조적 관계

Abstract

This study examines the impact of malicious complaints on the life of employees in local government and the mediating effect of resilience and social support. A survey was conducted in April 2022 targeting 325 employees working in B metropolitan city, and the structural equation model was used for analyzing the survey data. The conclusions of this study are as follows. First, malicious complaints had a positive effect on emotional labor of the employees, and emotional labor did not directly affect the quality of life of them. Second, resilience and social support had a mediating effect on emotional labor and quality of life of the employees. In other words, emotional labor did not have a direct effect on the quality of life, but it was found that it was a powerful variable that affected th quality of life through self-regulation ability, interpersonal relationships, positivity, superior support, and peer support. Third, in the relationship between emotional labor, resilience, social support, and quality of life, there was a moderating effect among the three groups (Official, Indefinite contract worker, and Accredited police). Statistically significant differences were found in the effect of emotional labor on resilience and social support, and of resilience on quality of life.