소비자상담사의 상담 특성, 감정노동이 상담업무의 스트레스와 만족도에 미치는 영향 구조분석

This study investigated the structural equation on the effects of job characteristic to black consumer on emotional labor stress of consulting service and service satisfaction, and also investigated how those variable differs by the socio-demographic feature of consumer counselor. Futhermore, this study verified regulation effect of work period and work position of consumer counselors from the structural equitation. The followings are findings of this study. First, the emotional labor of counselors was significant for married, under 40s counselors. Also, married, university graduate, over 20s counselors had high level of stress from job. Over 20s, low income counselor had low work satisfaction but high income counselor had high work satisfaction. Second, the result of structural equitation on job stress showed the counselors who had high customer satisfaction counseling had more work but by using emotional labor as parameter did not effect their job stress. Third, the result of structural equitation on business satisfaction showed positive effect on emotional labor such as customer satisfaction counseling and unreasonable demand counseling, and also the job satisfaction of counselor showed positive effect on emotional labor. Fourth, From the structural equation model of job stress, there was a verification on regulation effect of work period. Both new and experienced counselors who had many customer satisfaction and unreasonable demand counseling, there was more emotional labors but no regulation effect result was shown on work position. Last, from the structural equation model of customer satisfaction of consulting service, there was a verification on regulation effect of work position. Both permanent and temporary position counselors who had higher directivity had increases on emotional labor and influenced temporary position counselors more. On the other side, the permanent position counselors had increase on emotional labor by unreasonable demand counseling, but the temporary position counselors had decrease on emotional labor by reasonable demand counseling. However, there was any regulation effect on the effect of job satisfaction on emotional labor by work position.