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対人サービス職における知識労働と感情労働への取り組み : 仕事の成果や満足,心理的負担にどう影響するのか
https://stars.repo.nii.ac.jp/records/9477
https://stars.repo.nii.ac.jp/records/947778676ead-8daf-40c5-ad65-a9256d6fb68e
名前 / ファイル | ライセンス | アクション |
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三輪 卓己 (1.2 MB)
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Item type | 紀要論文 / Departmental Bulletin Paper(1) | |||||
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公開日 | 2022-02-02 | |||||
タイトル | ||||||
言語 | ja | |||||
タイトル | 対人サービス職における知識労働と感情労働への取り組み : 仕事の成果や満足,心理的負担にどう影響するのか | |||||
タイトル | ||||||
言語 | en | |||||
タイトル | Addressing Knowledge Work and Emotion Work in Interpersonal Service Workers: How it Affects Job Performance, Satisfaction and Psychological Burden | |||||
言語 | ||||||
言語 | jpn | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 知識労働 | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 感情労働 | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 個人的な関係 | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 深層演技 | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 表層演技 | |||||
資源タイプ | ||||||
資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||
資源タイプ | departmental bulletin paper | |||||
著者 |
三輪, 卓己
× 三輪, 卓己× MIWA, Takumi |
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抄録 | ||||||
内容記述タイプ | Abstract | |||||
内容記述 | This study focuses on knowledge work and emotion work, and explores the changes in work and its significance in the future society. This paper focuses on interpersonal service workers, who perform both of these two types of work, and analyzes the characteristics of the two types of work and how they affect job performance, satisfaction, and psychological burden through an interview survey. As specific research subjects, we will take up university career advisors and certified social insurance and labor consultants. First of all, as a characteristic of knowledge work, what the two occupations have in common is that it is important to understand the needs of service users and to provide knowledge and information tailored to them. In addition, the freshness and breadth of corporate information is important for career advisors. In contrast, for certified social insurance and labor consultants solid expertise is important for winning confidence of clients. As for the characteristics of emotion work, what the two occupations have in common is that they engage in emotion work dealing not only with a single service user but also with multiple people, including the people concerned. On the other hand, certified social insurance and labor consultants need a high level of emotion work to sometimes admonish and guide their clients in order for them to develop compliance awareness. In both occupations, emotion work had a significant impact on the success or failure of the work, satisfaction, and psychological burden. This was especially evident in university career advisors. In the case of certified social insurance and labor consultants, there seemed to be a synergistic effect of emotion work and knowledge work on job performance. |
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書誌情報 |
ja : 桃山学院大学経済経営論集 en : ST.ANDREW'S UNIVERSITY ECONOMIC AND BUSINESS REVIEW 巻 63, 号 4, p. 147-183, 発行日 2022-02-17 |
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出版者 | ||||||
出版者 | 桃山学院大学総合研究所 | |||||
ISSN | ||||||
収録物識別子タイプ | ISSN | |||||
収録物識別子 | 02869721 | |||||
書誌レコードID | ||||||
収録物識別子タイプ | NCID | |||||
収録物識別子 | AN00240555 | |||||
著者版フラグ | ||||||
出版タイプ | VoR | |||||
出版タイプResource | http://purl.org/coar/version/c_970fb48d4fbd8a85 |