서비스노동 유형별 직무스트레스의 발생메커니즘에 관한 연구

This study examines the nature of service work by focusing upon job stress of service workers. Our study empirically analyzes how causal mechanism of job stress functions in different service sub-sector, by taking the diversified characteristics of service work into account. In particular, this study applies a multi-level regression model, comprised of job factors at the personal level of service workers, such as emotional labor, customer relations,workplace relations, and job control, and the type of service work at the establishment level. A notable finding is that the significant job factors influencing service workers' job stress are emotional labor, emotional harmony, interest conflicts between employers and customers, satisfaction of customer demand, job control, and technical capability. In light that these job factors are consistently significant regardless of service work types and occupational-sectoral categories, the stress effect of those job factors are re-affirmed across the entire service industry. Another finding is that intangible service work is more stressful than tangible service work, while people-targeted service work is than object-targeted work. This finding demonstrates that causal mechanism of worker attitude, like job stress, differs due to the different nature of labor process across service sub-sectors. Thus, this study, examining different causal mechanism of job stress, concludes that service workers are located under different labor processes across distinct sub-sectors, and, as a consequence, their work attitude and working quality could be different to a certain extent.