DOI QR코드

DOI QR Code

감정노동 인식개선 목적의 시각설치물 사례 분석 및 제안

Case Analysis and Proposal of Visual Installations for the Purpose of Improving the Awareness of Emotional Labor

  • 김석래 (인제대학교 멀티미디어학부) ;
  • 양근영 (인제대학교 디자인연구소)
  • 투고 : 2020.09.16
  • 심사 : 2020.12.20
  • 발행 : 2020.12.28

초록

본 연구는 감정노동에 대한 사회적 관심이 커짐에 따라 많은 관련연구들이 진행되고 있으나 대다수 연구들이 서비스 제공자 측면에서 감정노동의 폐해를 예방, 또는 효율적인 사후 조치들을 모색하는 연구들이 주를 이루고 있다는 점에 착안하여, 본 연구는 이와는 반대로 대표적 대면직업군의 하나인 은행 창구 업무를 중심으로 서비스 요청자인 고객의 입장에서 감정노동의 어려움을 공감할 수 있는 인식개선의 장치로써 업무현장에 설치되어 있는 시각물의 현황을 파악하고 분석하여 그 개선방안을 제안하는 것에 목적을 둔 연구이다. 이를 위해 선행연구로써 감정노동의 개념과 유형 및 관련법규를 요약한 후, 분석연구로써 제1금융권 10개 은행에 대한 현장조사를 실시, 조사결과를 분석하여 문제점을 도출하고 제시된 문제점과 연결 지어 그 개선방향을 네 가지 측면(양적 증대, 효율성, 전달력, 협업 측면)에서 제안하였다. 이러한 일련의 과정을 통하여 감정노동 관련연구의 다양성을 확보한다는 측면에서 본 연구가 그 의미를 가질 것으로 예상된다.

As social interest in emotional labor grows, there are many related studies in progress in recent times. However most of the studies are focused on preventing harmful effects of emotional labor or seeking effective follow-up measures from the service provider's point of view. For this reason, with focusing on the bank teller service which is one of most representative face-to-face emotional labor, this study was progressed to suggest improvement measures by identifying and analyzing the current status of visual installations at the work space for awareness improvement of emotional labor from the customer's point of view. To this end, after a prior study, an field survey of 10 banks in the first financial sector was conducted to draw out problems and finally propose improvement directions with four aspects in link with the problems presented. This study is expected to have meaning in terms of securing diversity in emotional labor related research.

키워드

참고문헌

  1. A. R. Hochschild. (1983). The Managed Heart. Los Angeles : University of California Press.
  2. B. E. Ashforth & R. H. Humphrey. (1995). Emotional labor in Service Roles: The influence of identity. Academy of Management Review, 18(1), 88-115. DOI : 10.5465/amr.1993.3997508
  3. D. Holman, C. Chissick & P. Totterdell. (2002). The Effects of Performance Monitoring on Emotional Labor and Well-being in Call Centers. Motivation and Emotion, 26(1), 57-81. DOI : 10.1023/A:1015194108376
  4. J. A. Morris & D. C. Feldman. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 21(4), 986-1010. DOI : 10.5465/amr.1996.9704071861
  5. J. H. Lee. (2019). Progress and plan for the promotion of the rights protection system for emotional workers in Seoul. Seoul : Emotional Labor Center.
  6. H. C. Lim. (2011). An Effects of Job-family Conflict, Trust to Leader, Emotional Labor on Job Attitudes using Consulting Data in Securities Industry. Korean Management Consulting Review, 11(2), 121. DOI : http://dx.doi.org/
  7. S. Y. Won & H. K. Lee. (2018). Changes in Policies on Protection of Emotional Labor: Applying the ACF for the Seoul 120 Dasan Call Center. Korean Public Administration Review, 52(3), 151-184. DOI : 10.18333/KPAR.2018.52.3.151
  8. http://www.law.go.kr
  9. S. J. Park. (2003). Developing the Usability Testing Framework in Relation with the Mobile Contents Characteristics, Master's dissertation Inha University.
  10. S. J. Kim. (2008). A Case Study of Title Design using Motion Graphic: Focused on KBS and tvN News Program Title. The Korea Contents Association, 8(7), 163-176. DOI : 10.5392/JKCA.2008.8.7.146
  11. Y. J. Kim. (2011). The Influence of Color on Product Attitudes. Journal of Consumer Studies, 22(4), 163-176. DOI : G704-000210.2011.22.4.006
  12. E. H. Choi & J. H. Lee. (2020). The Effect of Visualization of Text Information on Information Acceptance. Journal of Brand Design Association of Korea, 18(1), 185-194. DOI : 10.18852/bdak.2020.18.1.185
  13. I. P. Levin & G. J. Gaeth. (1988). How Consumers are Affected by the Framing of Attitude Information Before and After Consuming the Product. Journal of Consumer Research, 15(3), 374-378. DOI : 10.1086/209174
  14. H. Koo. (2016). The Optimistic Biases Analysis of Message Framing Effects in Online Banking Warning Messages. Master's dissertation. Yonsei University, Seoul.
  15. S. J. Cho. (2017). Emotional labor and depressive symptoms in bank clerks : the moderating role of emotional clarity. Master's dissertation. Yonsei University, Seoul.