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사회적지원이 융복합서비스산업 종사자의 조직몰입과 서비스품질에 미치는 영향

Effect of social support on the organizational commitment and the service quality of the labors in the convergence service industry

  • 이자현 (호서대학교 벤처대학원 정보경영학과) ;
  • 양해술 (호서대학교 벤처대학원 정보경영학과)
  • Lee, Ja-Hyun (Dept. of Information Management, Graduate School of Venture, Hoseo University) ;
  • Yang, Hae-Sool (Dept. of Information Management, Graduate School of Venture, Hoseo University)
  • 투고 : 2016.09.01
  • 심사 : 2016.10.20
  • 발행 : 2016.10.28

초록

본 연구는 융복합서비스산업 종사자들을 대상으로 사회적지원이 융복합서비스산업 종사자의 조직몰입 및 서비스품질에 미치는 영향을 탐구하는데 그 목적이 있다. 본 연구를 위한 자료는 서울시와 수도권 소재 20개 중소기업에 종사하는 233명의 융복합서비스산업 종사자들로부터 질문지를 활용하여 수집하였다. 주된 자료 분석은 구조방정식모형분석기법을 사용하였다. 단계적 회귀분석방법을 통한 연구 분석 결과 사회적지원의 측정변수인 동료의 지원과 상사의 지원은 융복합서비스산업 종사자의 조직몰입에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 또한, 동료의 지원과 상사의 지원을 거친 조직몰입이 서비스품질에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 즉, 조직구성원간의 관계 지향적 지원감독이 조직몰입과 서비스 품질에 영향을 주는 것으로 나타났다. 이상의 연구결과를 통해 이론적 실증적 함의를 논의하고 향후 연구 과제를 제시하였다.

키워드

사회적 지원;동료의 지원;상사의 지원;조직몰입;서비스품질;융복합서비스산업

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