인간중심케어가 서비스 질에 미치는 영향

Abstract

This study analyzed the effects of Person-Centered Care on job satisfaction and service quality. Self-administered questionnaires were used to collect data from 460 long-term care workers working in long-term care facilities. To verify the effect of Person-Centered Care, emotional labor(explicit behavior, implicit behavior) is applied as parameters and job satisfaction and service quality are applied as dependent variables. The results of this study are as follows. First, the suitability of the model (CFI(.985), TLI(.981), RMSEA(.036)) was verified. Especially, the direct effect of these variables was statistically well established; the direct effect of the Person-Centered Care for implicit behavior of the emotional labor, on job satisfaction and service quality. The hypothesis found that the Person-Centered Care has a mediating effect on both explicit and implicit behavior of emotional labor, combined with the emotional labor parameters. Also, the effect on service quality was statistically significant. In addition, this study also found that the overall effect of emotional labor have on job satisfaction and service quality was statistically significant, too. There was a positive correlation between implicit behavior and service quality, otherwise, there was a negative correlation between explicit behavior and service quality. Reactivity has the greatest effect on service quality. This study found that providing Person-Centered Care by Long-Term Care Workers has mediating effects for relations between implicit behavior of the emotional labor and service quality as well as the relations between direct effects on job satisfaction and service quality. The following summarizes the results of this study. First, Person-Centered Care is an important factor that has an impact on job satisfaction and service quality. Especially, the value of Person-Centered Care in the Long-Term Care facility is indirectly leading the job satisfaction and service quality through absorbing the negative explicit behavior and developing the implicit behavior rather than directly affecting on emotional labor. Second, the implicit behavior of emotional labor is an important factor affecting Person-Centered Care. Also, emotional labor is an important mediator in improving the value of Person-Centered Care and service quality. Third, through emotional labor, job satisfaction and service quality have positive effects on the value of Person-Centered Care. Fourth, in this study, the direct effect relation among Person-Centered Care, job satisfaction, service quality, and the parameter is verified. The relationship between Person-Centered Care and service quality improves the service quality by intensifying the implicit behavior. The academic value of this study is that it analyzed the effect of Person-Centered Care on Long-term Care workers’ job satisfaction and service quality so as to provide baseline data of socioeconomically disadvantaged people.

Keyword: Person-Centered Care, job satisfaction, service quality, emotional labor.