감정노동자 보호조치에 대한 사업주와 근로자의 인식 차이 - 주요 서비스 직종별 비교 -

초록

This study compared perceptions between employers and workers regarding the implementation of emotional labor protection policies across major service sectors to improve policy effectiveness. Methods : A survey was conducted using a [one-to-one matched design] involving 1,275 workplaces across four sectors: customer service (40.2%), care services (19.9%), healthcare (19.8%), and sales (20.1%). Data were collected via face-to-face interviews [from July to September 2025]. Results : Significant perception gaps were identified. While gaps existed for [preventive measures] like voice guidance (11.5%) and response manuals (19.5%), much larger discrepancies were found in [active intervention and post-incident support]. Specifically, gaps reached 27.4% for work suspension, 33.1% for extended breaks, and up to 36.5% for counseling support. The [most substantial gap] occurred in the "prohibition of disadvantageous treatment" after requesting protection, particularly in care services (46.9%) and sales (46.1%). Conclusion : Perception gaps vary by occupation, with [post-incident meas-ures showing the greatest disparity]. These findings suggest that policy effectiveness is hindered by occupational conditions and organizational culture. [To bridge these gaps, practical and tailored implementation strategies] are essential to ensure the actual protection of emotional laborers.

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