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

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  • Addressing Knowledge Work and Emotion Work in Interpersonal Service Workers: How it Affects Job Performance, Satisfaction and Psychological Burden
  • タイジン サービスショク ニ オケル チシキ ロウドウ ト カンジョウ ロウドウ エ ノ トリクミ : シゴト ノ セイカ ヤ マンゾク,シンリテキ フタン ニ ドウ エイキョウ スル ノ カ

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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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