품질경영학회지 (Journal of Korean Society for Quality Management)

  • 제37권3호
  • /
  • Pages.18-32
  • /
  • 2009
  • /
  • 1229-1889(pISSN)
  • /
  • 2287-9005(eISSN)
한국품질경영학회 (Korean Society for Quality Management)
권호 표지

경영이념(비전) 전파노력이 서비스 품질과 조직유효성에 미치는 영향 - 직무정서성의 조절효과를 중심으로 -

Effect of Managerial Ideologies on Service Quality and Organizational Effectiveness - Focused on the Moderating Effect of Job Emotionality -

  • 발행 : 2009.09.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

This study investigates whether the efforts of infusing managerial ideologies or organizational visions affect service quality and organizational effectiveness for emotional workers. Data for the empirical analysis were collected from employees (doctors, nurses, and so on) in 14 hospitals on a national scale. The results indicate that ideological infusion efforts have a significant and positive effect on service quality, job involvement, and organizational attachment. Interestingly, the effect of these efforts is greater than the effects of other employment conditions like wage, employment security, and social support.

키워드

참고문헌

  1. 강현아(2002), "간호전문직 노동의 변화", 경제와 사회, 55호, pp. 142-168
  2. 고동우, 지선진, 송운강(2001), "감정노동의 부정적 영향과 지각된 조직지지의 조절효과","관광학 연구", 25권, 2호, pp. 295-314
  3. 김민주(1998), "호텔종업원의 감정노동이 직무관련태도에 미치는 영향", "관광학 연구", 21권, 2호, pp. 129-141
  4. 김두섭, 강남준(2000),"회귀분석 : 기초와 응용", 나남출판
  5. 김성수(1995), "정석의 생애와 경영이념","경영사학", 11권, pp. 6-36
  6. 김원수 (1996), "기업인식 패러다임의 전환","경영논집", 3권, 1호, pp. 1-22
  7. 류황건, 장효강(2003), "병원의 설립이념 인식이 직무 만족에 미치는 영향", "병원경영학회지", 8권, 4호 pp. 111-120
  8. 박창길(1998), "경영이념에 대한 소고","북악경영연구", pp. 25-36
  9. 안춘식(1995), "대웅제약 윤영환의 생애와 경영이념에 관한 연구","경영사학", 11권, pp. 257-279
  10. 이기을(1990),'민족문화와 한국적경영학', 법문사, pp. 487
  11. 윤세준, 김상표, 김은민(2000), "노동과정과 감정노동:조직의 감정표현 규범에 관한 질적 연구", "산업노동연구", 6권, 1호, pp. 215-254
  12. 조영호, 김관영, 서형도(2007), "경영이념에 기초한 리더십이 중소기업 종업원의 태도에 미치는 영향", 2007년 경영관련학회 통합학술대회, "한국중소기업학회"
  13. 정동양(2000), "병원조직 인사론", 현문사
  14. 정영양(1992), "조직몰입의 결정요인에 관한 연구", "한국노동연구", 제3집, pp. 5-26
  15. 차길수(1997), "서비스기업의 인간관계 관리", 대왕사, p. 21-28
  16. 한주원(2005), "개인 성격과 감정노동 스트레스가 직무만족에 미치는 영향-조직특성의 조절효과","한국비서학회지", 14권, 1호, pp. 145-167
  17. 황용철(2006), "의료환경에서 서비스품질상황이 서비스품질과 경영성과에 미치는 영향", "소비문화연구", 제9권, 제2호, pp. 49-77
  18. Abraham, R.(1998), "Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators", Genetic, Social, and General Psychology Monographs, Vol. 124, No. 2, pp. 229-246
  19. Adelmann, P.K, Zajonc R.B.(1989), "Facial efference and the experience of emotion", Annual Review of Psychology, Vol. 40, pp. 249-280 https://doi.org/10.1146/annurev.ps.40.020189.001341
  20. Alderfer, C.P.(1972), "Existence, Relatedness, and Growth: Human Needs in Organizational Settings", Free Press, New York
  21. Angle, H.L. & Perry, J.L.(1981), "An Empirical Assessment of Organizational Effectiveness", Administrative Science Quarterly, Vol. 26. pp.1-14 https://doi.org/10.2307/2392596
  22. Ashforth, B.E. and Humphrey, R.H.(1993), Emotional labor in service roles; The influence of identity, Academy of Management Review, Vol. 18, pp. 88-115 https://doi.org/10.2307/258824
  23. Awamleh, R. and Gardner, W.L.(1999), "Perceptions of leaders charisma and effectiveness; the effects of vision content, delivery and organizational performance", Leadership Quarterly, Vol. 10, pp. 345-373 https://doi.org/10.1016/S1048-9843(99)00022-3
  24. Baum, J.R., Locke E.A. and Kirkpatrick, S.A.(1998), "A longitudinal study of the relation of vision and vision communication to venture growth in entrepreneurial firms", Journal of Applied Psychology, Vol. 83, pp. 43-54 https://doi.org/10.1037/0021-9010.83.1.43
  25. Bass, B. M.(1994), Improving organizational effectiveness through transformational leadership, Thousand Oaks, CA:Sage
  26. Bennis, W. & Nanus, B.(1997), "Leaders; Strategies for Taking Charge", HarperBusiness, New York, NY
  27. Boal, K. B., & Bryson, J.M.(1988), "Charismatic leadership; A phenomenological and structural approach", Lexington, M.A: Lexington Books
  28. Bowen, D. E., & Schneider, B.(1989), "Service marketing and management: Implication for organizational behavior. In B. M. Staw & L. L. Cummings (Eds.)", Research in organizational behavior, vol. 10 10:43-80. Greenwich, CT:JAI Press
  29. Buchanan, B.(1974), "Building Organizational Commitment; the Socialization of Managers in Work Organizations", Administrative Science Quarterly, Vol19, pp. 533-546 https://doi.org/10.2307/2391809
  30. Cohen, A. & Gattiker, U.E.(1994), "Reward and Organizational Commitment Across Structural Characteristics; A Meta-Analysis", Journal of Business and Psychology, Vol. 9, pp. 137-157 https://doi.org/10.1007/BF02230633
  31. Cohen, S. & Hoberman, H. M.(1983), "Positive Events and Social Support as Buffers of Life Change Stress", Journal of Applied Social Psychology, Vol. 13, pp. 99-125 https://doi.org/10.1111/j.1559-1816.1983.tb02325.x
  32. Cohen, S., & Wills, T. A.(1985), Stress, social support, and the buffering hypothesis, Psychological Bulletin, 98, pp. 310-350 https://doi.org/10.1037/0033-2909.98.2.310
  33. Conger, J.A.(1999), "Charismatic and transformational leadership in organizations; an insider’s perspective on the developing streams of research", Leadership Quarterly, Vol. 10, pp. 145-180 https://doi.org/10.1016/S1048-9843(99)00012-0
  34. Cronin, Jr., J. J. and Taylor, S. A.(1992), "Measuring Service Quality; A Reexamination and Extension", Journal of Marketing, Vol. 56, pp. 55-68
  35. Davis, R.C.(1961), "The Fundamentals of Top Management", Harper and Brothers, p. 13
  36. Delery, J.E., & Doty, D.H.(1996), "Modes of Theoring in Strategic Human Resource Management; Test of Unicersalistic, Contingency and Configurational Performance Predictions", Academy of Management Journal, Vol. 39(4), pp. 802-835 https://doi.org/10.2307/256713
  37. Dessler Gary(1999), "How to earn your employees' commitment", Academy of Management Executives, Vol. 13. No. 2. pp. 58-67
  38. Dumdum, U.R., Lowe, K.B., & Avolio, B.J.(2002), A meta-analysis of transformational and transactional leadership correlates of effectiveness and satisfaction: An update and extension. In B. J. Avolio & F.J. Yammarino(Eds), Transformational and charismatic leadership: The road ahead, Vol. 2 Oxford, UK:Elsevier, pp. 35-66
  39. Eisenberger, R., R. Huntington, S. Hutchison & D. Dowa(1986), "Perceived Organizational Support", Journal of Applied Psychology, Vol. 71, pp. 500-507 https://doi.org/10.1037/0021-9010.71.3.500
  40. Erickson, R. J. & Wharton, A. S.(1997), "Inauthenticity and Depression: Assessing the Consequences of Interactive Service Work", Work and Occupations, Vol. 24, pp. 188-213 https://doi.org/10.1177/0730888497024002004
  41. Eskin, F.(1993), "Teamwork for Health Promotion in Residential Care", Health Promotion in Residential Care, pp. 14-18
  42. Gupta, N. & Beehr, T. A.(1981), "Relationships Among Employees' Work and Nonwork Responses", Journal of Occupational Behaviour, Vol. 2, pp. 203-209 https://doi.org/10.1002/job.4030020305
  43. Hackman, J. R. & Oldham, G. R.(1974), Job Diagnostic Survey, Roy W. Walters and Associates, Inc
  44. Hochschild, A.R.(1979), "Emotion work, feeling rules, and social structure", American Journal of Sociology, Vol. 85. pp. 551-575 https://doi.org/10.1086/227049
  45. Hochschild, A.R.(1983), "The Managed Heart: Commercialization of Human Feeling", Berkeley, CA: University of California Press
  46. House, R.J., Spangler, W.D., & Woycke,J.(1993), "Personality and charisma in the US presidency; a psychological theory of leader effectiveness", Administrative Science Quarterly, Vol. 36, pp. 374-396
  47. House, J. S.(1981), "Work Stress and Social Support", CA: Addison Wesley Pub
  48. House, J. S., & Well, J. A.(1978), "Occupational Stress, Social Support and Health," A. Mc-Learn., G. Black. & M. Colligan (eds.), Reducing Occupational Stress: Proceedings of a Conference. U. S. Department of Health, Education and Welfare, pp. 8-29
  49. Ichniowski, C., Shaw, K., & Prennushi, G.(1997), "The effects of Human Resource Management Practices on Productivity: A Study of Steel Finishing Lines", American Economic Review, Vol. 87, pp. 291-313
  50. Kanungo, R. N.(1979), "The Concepts of Alienation and Involvement Revisited". Psychological Bulletin, Vol. 86, pp. 119-138 https://doi.org/10.1037/0033-2909.86.1.119
  51. Kessler, R. C., Price, R. H. & Wortman, C. B.(1985), "Social Factors in Psychopathology: Stress, Social Support, and Coping Processes", Annual Review of Psychology, Vol. 36. pp. 531-572 https://doi.org/10.1146/annurev.ps.36.020185.002531
  52. Koonts, H. & O’Donnell, H.(1980), "Weihrich, Management ", 7th ed., McGraw-Hill, p. 768
  53. Lodal, T.M. & Kejner. M.(1965). "The Definition & Measurement of Job Involvement", Journal of Applied Psychology, Vol. 49, pp. 24-33 https://doi.org/10.1037/h0021692
  54. Luthans, F.(1992), "Organizational Behavior", Sixth Edition, New York : Mcgraw Hill Inc
  55. Meerabeau, Liz ^ Susie Page(1998), "Emotion Management and Cardiopulmonary Resuscitaticn in nursing", in Bendelow. Gillian & J. Simon(eds), emotion in Social Life; Critical Thems and Contemporary Issue, London; Routledge, pp. 295-312
  56. Meyer, J.P. & Allen, N.J.(1990), "The Measurement and antecedents of affective, continuance, and normative commitment to the organization", Journal of Occupational Psychology, Vol. 63, pp.1-18 https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
  57. Miner, J.B.(1978), "The Management Process; Theory, Research, and Practice", MAcmillan Be Publishing Company, New York, p. 16
  58. Morris, J.A. & Feldman, O.C.(1996), "The Dimensions Antecedents and Consequences of Emotional Labor", Academy of Management Review, Vol. 21, pp. 986-1010 https://doi.org/10.2307/259161
  59. Morrow, P. C.(1983), "Concept redundancy in organizational research: The case of work commitment", Academy of Management Review, Vol. 8, pp. 486-500 https://doi.org/10.2307/257837
  60. Mowday, Steers & Porter(1979), "The Measurement of Organizational Commitment", Journal of Vocational Behavior, Vol. 14, pp. 224-247 https://doi.org/10.1016/0001-8791(79)90072-1
  61. Mumby, D.K. & Putnam, L.(1992), "The Politics of Emotion: A Feminist Readings of Bounded Rationality", Academy of Management Review, Vol. 17, pp. 465-486 https://doi.org/10.2307/258719
  62. Nanus, B.(1992), "Visionary leadership ; Creating a compelling sense of directions for your organization", San Francisco; Jossey-Bass
  63. Parasuraman, A, V. Zeithml and Berry L. L.(1988), "A conceptual Model of Service Quality and Its Implication for Future Research", Journal of Marketing, Vol. 49, pp. 41-50
  64. Rafaeli, A. & Sutton, R. I.(1987), "Expression of Emotion as Part of the Work Role", Academy of Management Review, Vol.12, No.1, pp.23-37 https://doi.org/10.2307/257991
  65. Russell, D. W. & Cutrona C. E.(1991), "Social Support, Stress, and Depressive Symptoms Among the Elderly: Test of A Process Model", Psychol Aging, Vol. 6, No.2 pp. 190-201 https://doi.org/10.1037/0882-7974.6.2.190
  66. Preffer, J.(1998), "Human Equation", Harvard Business School Press, Boston, MA
  67. Probst, T.(2003), "Development and Validation of the Job Security Index and the Job Security Satisfaction Scale: a Classical Test theory and IRT
  68. Approach", Journal of Occupational and Organizational Psychology, Vol, 76, pp. 451-467
  69. Schlesinger, L. & Heskett, J. L.(1991), "The Service Driven Service Company", Harvard Business Review, Sep/Oct, pp. 71-81
  70. Schneider, B., Bowen, D.E.(1985), "Employee and customer perceptions of service in banks; Replication and Extension", Journal of Applied Psychology, Vol. 70, pp. 423-433 https://doi.org/10.1037/0021-9010.70.3.423
  71. Sosik, J.J., Kahai, S.S. & Avolio, B.J.(1999), "Leadership style, anonymity, and creativity in group decision support systems; the mediating role of optimal flow", Journal of creative Behavior, Vol. 33, pp. 27-256
  72. Strange, J.M. & Mumford, M.D.(2002), "ision and mental models: The case of charismatic and ideological leadership", Oxford, England; Elsevier
  73. Taly D. & Naama K.(2004), "The emotional Bond", Journal of Organizational Change Management, Vol. 17 No. 2. pp. 126-143 https://doi.org/10.1108/09534810410530575
  74. Tichy, N.M & Devanna, M.A.(1986), "The Transformational Leader", Wiley, New York, NY
  75. Quigley, J.V.(1993), "Vision : How leadership develop it, share it, and sustain it", New York: McGraw-Hill