학교급식 직영 영양사의 감정노동이 감정고갈에 미치는 영향 : 자기효능감 수준에 따른 군집별 분석

Abstract

The purpose of this study was to identify the effects of emotional labor on emotiona l exhaustion among sc hool dietitians accord ing to the level of their self-efficacy. A survey was administered on 300 school dietitians du ring September 2012 and a total of 277 usable questionnaires were received. The data were analyzed by using the SPSS 18.0 package prog ram. As a result of principal factor an alysis for validity test, 26 variables were classified into one factor for self-efficacy, three factors for emotional labor and one factor for emotional exhaustion with a total variance percentage of 67.371%. Internal consistency was estimated by Cronbach’s alpha, which yielded reliability coefficients of 0.922 (self-efficacy), 0.91 6 (emotional display), 0.806 (s urface acting), 0.808 (deep actin g) and 0.850 (emotional exhaustion). Subjects were segmented into 2 groups of ‘high self-efficacy’ (n = 159) and ‘low self-efficacy’ (n = 118) according to the cluster analysis for self-efficacy variables. The ‘high self-efficacy’ group exhibited higher education(p < 0.01) and served less lunch meals than other groups (p < 0.05). According to multiple regression analysis, the emotional display proved to be significantly and posi tively related to emotional exhaustion ( =0.319, p<0.001) in high self-eff icacy group. However both emotional display ( =0.233, p<0.05) and surface acting ( =0.262, p<0.01) were positively related to em otional exhaustion in the low self-efficacy group. These results suggest that school dietitians should be more aware of their self-efficacy to relieve the effects of the e motional labor on emotional exhaustion. Key words: emotional labor, emotional exhaustion, self-efficacy, school dietitian