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NTIS 바로가기디지털융복합연구 = Journal of digital convergence, v.15 no.9, 2017년, pp.519 - 532
The purpose of this study was to investigate the content of job stress experienced by call center consultants. For that purpose, the investigator interviewed 11 call center consultants one-on-one in D City, conducting qualitative analysis of content of job stress they experienced according to Giorgi...
핵심어 | 질문 | 논문에서 추출한 답변 |
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감정노동을 주로 수행하는 직업들은 무엇인가? | 즉, 서비스직 종사자들의 감정노동은 주로 기업의 이윤과 연관되어 있다고 볼 수 있는 고객 혹은 소비자를 대상으로 하기 때문에 서비스직 종사자들이 업무를 수행하는 과정에서 감정노동을 통해 만들어지는 서비스가 상대방에게 느껴지도록 요구받고 있는 것이다. 감정노동을 주로 수행하는 직업들은 콜센터 상담사, 교사, 간호사, 승무원, 금융서비스종사자, 고객서비스직, 사회복지사 등 주로 사람을 상대로 하는 서비스직에 해당한다. 이렇듯 감정노동자들의 기능과 역할이 확대됨에 따라서 상담사의 스트레스로 인해 발생하는 문제도 확대되고 있는 추세이다[1]. | |
감정노동자가 자신의 감정을 통제해야 하는 상황에 놓이게 되는 이유는 무엇인가? | 뿐만 아니라 고객과의 대화 내용에 따라서 감정의 기복을 겪을 수밖에 없음에도 불구하고 감정노동자는 자신의 감정을 그대로 노출시키지 못하고 감정을 통제해야하는 상황에 놓이게 된다. 왜냐하면 이들이 고객에게 보여주는 반응에 따라서 상담사가 속한 기업의 이미지가 좌우되기 때문이다. 이와 같은 문제들로 인해서 업무에서 오는 부담과 스트레스가 감정노동자들의 정신건강에 영향을 미치게 된다[5]. | |
감정노동이란 무엇인가? | 감정노동은 직업상 원래 자신의 감정을 숨긴 채 상대방의 욕구에 맞추어서 얼굴 표정과 몸짓을 해야 하는 상황을 표현하는 말이다[35]. 서비스 분야에 종사하는 사람들은 ‘육체적인 노동’과 ‘정신적인 노동’ 이외에 고객과의 상호작용 과정에서 자신의 감정을 관리하고 적절한 감정을 표출하는 형태의 ‘사회적인 노동’ 즉 ‘감정노동’을 경험한다고 할 수 있다. |
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