Journal of Service Research and Studies (서비스연구)

The Society of service Science (서비스사이언스학회)
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The Effects of Fairness and Quality on the Trust and Loyalty in the R&D Processes

연구개발 과정에서 공정성과 품질이 신뢰와 충성도에 미치는 영향

  • Jeong, Yonggil (School of Business Administration, Chungnam National University)
  • Received : 2018.07.12
  • Accepted : 2018.09.15
  • Published : 2018.09.30
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Abstract

Recently R&D projects take a collaborative works which involve industries, research institutions, and academic fields together. Collaborative R&D enjoys the economy of scales and economic efficiencies in that costs and risks share each others and compensate their competences. But there are some problems. The imbalance of power, the asymmetry of information, loss of trust, and opportunism among the co-researchers make the collaborative R&D difficult to succeed and disappointed outcomes. There are many variables on explaining the interorganizational relationships. Among them, I choose some relevant variables, construct research model and some hypotheses. Independent variables are fairness and quality, and dependent variables is loyalty. And trust are treated as the intervening variable between the independent variables and dependent variable. To test the research model and some hypothesis empirically, I collected the data using the questionnaire, The questionnaire was distributed to the persons that do collaborative R&D in Daeduck Innopolis. Sample size was 448, it was enough to analyze statistically. Data were analysed using the SPSS and AMOS. Procedural fairness and distributive fairness affect the organizational trust positively, and procedural fairness and distributive fairness affect member trust positively. Procedural quality and outcome quality affect the organizational quality positively. Procedural quality affects the member trust positively, but outcome quality does not affect member trust. Procedural fairness and distributive fairness does not affect the loyalty positively. Procedural quality does not affects loyalty, but outcome quality affects the loyalty positively. The organizational trust affects loyalty positively, and member quality affect loyalty positively.

최근의 연구개발 사업은 산업체, 연구소, 학계 등이 함께 참여하는 공동협력 연구의 형태를 많이 띠고 있다. 공동연구개발은 연구개발에 따르는 비용과 위험을 분담하고 지식을 보완함으로써 연구개발에 있어서 규모의 경제성과 경제적 효율성이 달성될 수 있다. 그러나 연구개발 주체간의 힘의 불균형과 정보의 비대칭성, 신뢰의 상실, 이로 인한 기회주의적 행태 등으로 인해 그 성과가 미미하거나 실패로 끝나는 경우가 빈번하게 발생하기도 한다. 본 연구는 일련의 연구개발 과정을 지식과 정보라는 서비스 상품이 생산되고 소비되는 과정으로 인식하여 서비스 마케팅적 관점에서 접근하고자 한다. 또한 연구개발에 참여하는 여러 주체들 사이의 행동적 특성을 관계 마케팅이라는 시각에서 접근하고자 한다. 조직간 관계를 설명하는 변수들이 많이 있지만 본 연구에서는 공정성과 품질, 신뢰, 그리고 충성도 간의 관계를 규명하여 보고자 한다. 공동연구를 수행하는 과정에서 공정성과 품질이 신뢰 및 충성도에 어떠한 영향을 미치는지를 검증하는 것이 본 연구의 목적이다. 연구에 참여하는 기관의 종사자들에게 설문지를 돌려 자료를 수집하였으며, 다양한 통계분석을 거쳐 설정된 가설과 연구모형에 대한 검증을 하였다. 분석결과 절차적 공정성과 분배적 공정성은 조직 신뢰와 구성원 신뢰에 긍정적인 영향을 미쳤다. 과정 품질과 결과 품질도 대체적으로 조직신뢰와 구성원 신뢰에 긍정적인 영향을 미쳤으나 결과 품질은 구성원 신뢰에 유의적인 영향을 미치지 못했다. 그러나 절차적 공정성과 분배적 공정성은 모두 충성도에 긍정적인 영향을 미치지 못했다. 결과 품질은 충성도에 유의한 영향을 미쳤지만 과정 품질은 그렇지 못했다. 또한 조직 신뢰와 구성원 신뢰는 충성도에 모두 유의한 영향을 미쳤다.

Keywords

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Fig. 4-1 Testing Result of Theoretical Model

Tab. 3-1 Composite of Questionnaire and References

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Tab. 3-2 Characteristics of Respondents

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Tab. 3-3 Operational Definition of Theoretical Variables

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Tab. 4-1 Confirmatory Factor Analysis and Reliability Test

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Tab. 4-2 Correlation Coefficient and Square Root of AVE

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Tab. 4-3 Result of Hypothesis Testing

SBSOSM_2018_v8n3_115_t0006.png 이미지

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