Earticle

초록

영어

The purpose of research is to exam the effect of group music therapy on the emotional labor of call center tele-communicators. The subjects were 20 call center tele-communicators of H company. Among them, 10 were allocated to an experimental group and the other 10 were in a control group. This program took place twice a week, for 50 minutes by each session for 10 times in total. In order to find out whether there is a significant difference between the experimental group and the control group in emotional labor after the music therapy programs, a repeated measure analysis was performed. The result showed that the time X group interaction effects was significant. This means that the pre-test and post-test score difference of the experimental group was significantly larger than the control group and the music therapy program affected the emotional labor. In addition, paired t-test was conducted to find out the trend of changes of each group. As a result, the experimental group showed statistically significant differences, while the emotional labor average score decreased, but the control group showed no significant difference. These result suggest that group music therapy can be effective intervention for reducing the emotional labor of call center tele- communicators.The purpose of research is to exam the effect of group music therapy on the emotional labor of call center tele-communicators. The subjects were 20 call center tele-communicators of H company. Among them, 10 were allocated to an experimental group and the other 10 were in a control group. This program took place twice a week, for 50 minutes by each session for 10 times in total. In order to find out whether there is a significant difference between the experimental group and the control group in emotional labor after the music therapy programs, a repeated measure analysis was performed. The result showed that the time X group interaction effects was significant. This means that the pre-test and post-test score difference of the experimental group was significantly larger than the control group and the music therapy program affected the emotional labor. In addition, paired t-test was conducted to find out the trend of changes of each group. As a result, the experimental group showed statistically significant differences, while the emotional labor average score decreased, but the control group showed no significant difference. These result suggest that group music therapy can be effective intervention for reducing the emotional labor of call center tele- communicators.

한국어

본 연구는 노래 중심 집단음악치료가 콜센터 상담원들의 감정노동에 어떠한 영향을 미치는지를 알아보기 위한 것이다. 연구 대상자들은 서울시에 위치한 H 회사에 근무하는 콜센터 상담원으로 총 20명이다. 이 중 10명은 실험집단, 나머지 10명은 통제집단에 할당하였다. 실험집단에게는 50분씩 주 2회, 총 10회기에 걸쳐 노래 중심 집단음악치료 프로그램이 제공되었다. 음악치료 프로그램 실시 후 감정노동에서 실험집단이 통제집단에 비해 유의미한 효과가 있었는지 알아보기 위해 반복측정변량분석을 실시하였다. 검정결과 시기X집단 상호작용 효과가 유의미하게 나타났다. 이는 실험집단의 사전-사후 변화가 통제집단보다 유의미하게 크며 음악치료 프로그램이 감정노동에 영향을 미쳤다는 것을 의미한다. 각 집단의 변화의 추이를 알아보기 위해 대응표본 t-검증을 실시한 결과, 실험집단은 통계적으로 유의미한 차이를 보이며 감정노동 평균점수가 하락한 반면, 통제집단은 유의미한 차이를 보이지 않았다. 이러한 연구 결과는 집단음악치료가 콜센터 상담원의 감정노동 감소를 위한 중재방안이 될 수 있음을 시사한다.

목차

요약
 I. 서론
  1. 연구의 필요성 및 목적
  2. 연구문제
 II. 연구방법
  1. 연구대상
  2. 측정도구
  3. 연구설계
  4. 프로그램 절차 및 내용
  5. 자료 분석
 III. 연구결과
  1. 일반적 특성
  2. 실험집단과 통제집단의 동질성 검증
  3. 감정노동에 대한 프로그램의 효과
 IV. 결론 및 논의
 참고문헌
 Abstract

키워드

저자

• 차미림 [ Cha, Mi-Lim | 성신여자대학교 일반대학원 음악치료학과 석사 졸업 ]
• 강경선 [ Kang, Kyung-Sun | 성신여자대학교 일반대학원 음악치료학과 부교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  예술심리치료연구 [Journal of Arts Psychotherapy]

• 간기

  계간

• pISSN

  1975-759X

• 수록기간

  2005~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 600 DDC 700