민원담당공무원의 감정노동이 자기효능감과 직무소진에 미치는 영향: 대구･경북 민원담당공무원을 중심으로

This research is to analyze the effect of officials in charge of civil appeal emotional labor on self-efficacy and job burnout and to investigate the effect of emotional labor on job burnout by the mediating effect of self-efficacy. Followings are the results of the research analysis. First, as for the relationship between emotional labor and self-efficacy, the higher the deep acting the more the emotional labor had a positive(+) effect on self-efficacy. Second, as for the relationship between emotional labor and job burnout, the surface acting had a positive(+) effect on job burnout, while the deep acting had a negative(-) effect on job burnout. Third, as for the relationship between self-efficacy and job burnout, the self-efficacy had a negative(-) effect on job burnout. Lastly, self-efficacy had a mediating effect when the deep acting had an effect on job burnout. The suggestions for policy in this research are as follows. First, emotional labor education should be activated, and a plan of regulation on the level of organization should be prepared so that officials in charge of civil appeal on site can cope with vicious civil affairs. Second, a emotional labor solution program needs to be consider to solve officials in charge of civil appeal stress from emotional labor and job burnout. Third, local government heads are required to carefully review matters concerning a system to correspond to and regulate emotional labor(publicity and regulations, job suspension, rest, resting place). Lastly, vicious clients should be classified into types to prepare a countermeasure manual fit for each situation.