Korea Trade Review (무역학회지)

Korea Trade Research Association (한국무역학회)
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The Impact of Leader-Member Exchange of Employees in Shipping and Port Companies on Customer Orientation: The Dual Mediating Effect of Psychological Empowerment and Job Engagement

해운·항만 종사자의 리더-구성원 교환관계가 고객지향성에 미치는 영향: 심리적 임파워먼트와 직무열의의 이중 매개효과

  • Cho, Sok-Jung (Department of Business Administration, Dankook University) ;
  • Jeon, Jeong-Ho (Department of Business Administration, Dankook University) ;
  • Li, Yi-Ran (Department of Business Administration, Dankook University) ;
  • Lee, Jong-Min (Department of Business Administration, Dankook University)
  • Received : 2019.09.17
  • Accepted : 2019.10.15
  • Published : 2019.10.31
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Abstract

The purposes of this study are to examine the impact of LMX on psychological empowerment, job engagement, and customer orientation, and to analyze the dual mediation effect of psychological empowerment and job engagement. To conduct this study, we used 333 questionnaires collected by members of domestic companies and organizations. Analyses results are as follows: First, LMX has no positive effect on customer orientation. Second, in the relationship between LMX and customer orientation, psychological empowerment and job engagement play a mediating role. Third, in the relationship between LMX and customer orientation, psychological empowerment and Job Engagement play a dual mediating role. The results of this study suggest the following implications. The theoretical implication is that this study once again confirmed behavior patterns such as cognition, emotion, attitude, and behavior of members in the organization. In addition, this study contributes to the literature by explaining that these behavior patterns by way of social exchange theory. The practical implication is that this study confirmed that members in the management field need to utilize a customer orientation in order to achieve the organization's goal efficiently and effectively.

Keywords

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