ISSN : 2093-5986(Print)
ISSN : 2288-0666(Online)
The Korean Society of Health Service Management
Vol.14 No.3 pp.157-169

# 장기 요양기관 근무자의 역할갈등과 역할모호성이 서비스 질에 미치는 영향 : 잡 크래프팅의 조절효과를 중심으로




# Effects of Role Conflict and Ambiguity on Quality of Service of Workers in Longterm Welfare Facilities : The Moderating Effect of Job-crafting

## Abstract

Objectives: This study identifies the moderating effects of role conflict and ambiguity on the quality of service. Through verification of regulation effect of job-crafting, implications related to effort required on individual level are also determined. Methods: The subjects were 79 employees working at two home care service centers and two long-term care service centers. Results: The level of role conflict of employees working in the former was lower than in the latter, while relational crafting was higher. In addition, work ambiguity had a negative effect on service quality. Conclusions: Long-term welfare facilities should create a work environment and organizational culture that facilitates autonomous and mutual communication. Workers in such facilities should make efforts to change their views to be more receptive regarding their jobs, colleagues, and work.