디지털융복합연구 (Journal of Digital Convergence)

  • 제12권12호
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  • Pages.107-117
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  • 2014
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  • 2713-6434(pISSN)
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  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
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조직의 서비스지향성이 이직의도 및 조직몰입에 미치는 영향에 관한 연구 - 감정노동의 매개효과를 중심으로

A Study on the Influence of Organization Service Orientation on Turnover Intention and Organizational Commitment : Focusing on Moderating Effects of Emotional Labor

  • Lee, Sun-Kyu (Business School, Kumoh National Institute of Technology) ;
  • Jung, Young-Keun (Dept. of Techno-Business School, Kumoh National Institute of Technology) ;
  • Kang, Eun-Gu (Business School, Kumoh National Institute of Technology) ;
  • Cho, Yong-Hwa (Dept. of Consulting School, Kumoh National Institute of Technology) ;
  • Kim, Eun-Kyeong (Dept. of Consulting School, Kumoh National Institute of Technology) ;
  • So, Byung-Sam (Business School, Kumoh National Institute of Technology) ;
  • Youn, Kwang-Sic (Business School, Kumoh National Institute of Technology)
  • 투고 : 2014.09.11
  • 심사 : 2014.12.20
  • 발행 : 2014.12.28
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초록

조직의 서비스 지향성이 경쟁에서 살아남기 위한 중요한 요인으로 강조되고 있으며, 많은 연구에서 조직의 서비스 지향성이 조직 성과에 영향을 미치는 주요 변수임을 밝히고 있다. 따라서 본 연구는 서비스 지향성이 조직구성원의 이직의도와 조직몰입에 어떠한 영향을 미치며, 이들의 관계에서 감정노동이 조절역할을 하는지 실증 검증을 통해 살펴보고자 하였다. 실증 분석결과, 기업의 서비스 지향성은 이직의도 및 조직몰입에 긍정적인 영향을 미치며, 두 변수간의 관계에서 감정노동은 유의미한 조절효과를 가지는 것으로 나타났다. 이러한 결과는 조직의 서비스 지향성이 조직 문화로서 정착될 때, 조직의 성과는 향상될 수 있는 것을 시사하는 것으로, 학술적 실무적인 가치가 크다 하겠다.

Organizational Service Orientation is an essential factor to survive competition. So, a number of studies have investigated the impact of service orientation on Job Performance, and many evidence testify with certainty variable. Accordingly, this study investigated the impacts of Service Orientation on Turnover Intention and Organizational Commitment. In addition, this study examined the mediating effects of Emotional Labor. The results of this study are as followings ; First, Service Orientation are negatively related to Turn over Intention. Second, Service Orientation are positively related to Organizational Commitment. Third, Emotional Labor have partially moderated effect on the relationship between Service Orientation and Turnover Intention, Organizational Commitment. These findings provide the theoretical and practical implications.

키워드

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