경영과정보연구 (Management & Information Systems Review)

  • 제38권3호
  • /
  • Pages.21-34
  • /
  • 2019
  • /
  • 1598-2459(pISSN)
  • /
  • 2733-4767(eISSN)
대한경영정보학회 (Daehan Academy of Management Information Systems)
권호 표지
DOI QR코드

DOI QR Code

관리자에 대한 신뢰가 직무열정 및 친사회적 행동에 미치는 영향 -감사표현의 조절효과를 중심으로-

The effect of trust on supervisor on job engagement and prosocial behavior -Focused on the moderating effects of supervisor's gratitude expressions-

  • 조상리 (동의대학교 유통물류학과)
  • Cho, Sang-Lee (Dept. of Distribution & Logistics, Dong-eui University)
  • 투고 : 2019.07.16
  • 심사 : 2019.08.09
  • 발행 : 2019.09.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

서비스접점에서는 종업원의 고객 응대 태도가 무엇보다 중요하고 이를 위해서 종업원의 행동을 긍정적으로 동기부여 시키는 것은 관리자의 입장에서 아주 중요한 과제이다. 본 연구는 종업원의 친사회적 행동을 증대시킬 수 있는 요인으로 상사에 대한 신뢰와 상사의 감사표현을 제안하고 그 효과를 규명하고자 하였다. 위계적 회귀분석을 사용하였고 결과 및 시사점은 다음과 같다. 첫째, 상사에 대한 신뢰는 종업원의 열정 또는 열의를 향상시킬 수 있는 요인으로 나타났다. 둘째, 직무열정은 서비스 종업원의 친사회적 행동인 고객 지향적 행동과 조직시민행동에 유의한 정의 영향을 미치는 것으로 확인되었다. 마지막으로, 상사에 대한 신뢰와 직무열정 간의 관계에서 상사의 감사표현의 조절효과를 확인하였다. 서비스 연구에서 감사 또는 감사표현에 대한 연구는 많지 않고 진행된 연구들도 기업과 소비자 관계에 초점을 두고 있다. 감사를 표현하는 것은 자연스러운 경향일 수 있다. 본 연구는 조직문화의 일부분으로 감사를 도입할 필요가 있음을 제안하고자 한다.

It is a very important task for managers to motivate employees who work at service encounters where interaction with customers is important. The purpose of this study is to propose the trust of supervisor and supervisor's expressions as factors that can enhance or strengthen employees' prosocial behavior. Hierarchical regression analysis was used for this purpose. The results and implications are as follows. First, trust toward supervisors appeared to be a factor to improve employees'engagement. Second, job engagement has a positive effect on prosocial behavior of employees, that is, customer oriented behavior and organizational citizenship behavior. Finally, this work confirmed the moderating effect of the supervisor's gratitude expressions in the relationship between trust toward supervisor and job engagement. Research on gratitude in the marketing field is still in its infancy, and previous researches are focused on business and consumer relations. Expressing gratitude can be a natural tendency. This study suggests that gratitude expression should be introduced as part of organizational culture.

키워드

참고문헌

  1. 김영식.권봉헌(2014), "호텔직원의 조직신뢰, 긍정심리자본", 직무열의에 관한 연구, 관광연구저널, 28(8), 59-70.
  2. 김재영.한동철(2000), 호텔종업원, "친소비자행동의 결정변수: 사회적 성과, 경제적 성과, 몰입, 분배공정성의 영향을 중심으로", 마케팅연구, 25(1), 103-124.
  3. 김화연.이형룡(2012), "서비스 직원의 언어적, 비언어적 커뮤니케이션이 브랜드이미지에 미치는 영향", 호텔경영학연구, 21(2), 259-275.
  4. 노동환경건강연구소(2013), 공익 및 민간서비스 산업의 감정노동자들의 건강실태조사
  5. 서영표.이종건(2019), "상사에 대한 신뢰가 직무열정 및 직무성과에 미치는 영향: 심리적 주인의식의 매개역할", 대한경영학회지, 32(2), 347-369.
  6. 이승혜(1990), 정서의 구조 : 정서 단어의 심리학적 분석, 부산대학교 대학원 석사논문.
  7. 인성진(2010), "조직내 신뢰유형에 따른 집단응집력이 조직신뢰 관계에 미치는 영향", 융합사회와 공공정책, 4(1), 116-150.
  8. 전희원.김한주(2010), "호텔기업에서의 상사지원이 상사신뢰, 조직신뢰, 조직몰입에 미치는 영향", 관광연구, 25(5), 1-19.
  9. 조상리.강명주(2014), "판매원의 성격과 감사성향이 심리적 안녕감과 친소비자행동에 미치는 영향", 경영과 정보연구, 33(4), 119-135.
  10. 한수진.강소라(2018), "공공기관 감정노동자의 표면행위와 감정소모-조직지원과 상사지원의 조절효과", 경영과 정보연구, 37(4), 109-126.
  11. 홍용기(2008), "감정노동, 감성지능이 종업원의 감정고갈에 미치는 영향에 관한 연구", 경영과 정보연구, 25(3), 243-263.
  12. Adler, M. G. and N. S. Fagley(2005), "Appreciation: Individual Differences in Finding Value and Meaning as A Unique Predictor of Subjective Well-Being", Journal of Personality, 73, 7-114.
  13. Anderson, J. C. and D. W. Gerbing(1988), "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach", Psychological Bulletin (103)3, Fall, 411-423. https://doi.org/10.1037/0033-2909.103.3.411
  14. Bagozzi, Richard P. and Youjae Yi(1988), "On the Evaluation of Structural Equation Models", Journal of the Academy of Marketing Science, 16(Spring), 74-94. https://doi.org/10.1007/BF02723327
  15. Beccerra, M., and A. K. Gupta(1999), "Trust within the organization: Integrating the trust literature with agency theory and transaction costs economics", Public Administration Quarterly, 23(2), 177-203.
  16. Beck, C. W.(2016), "Perceptions of thanks in the workplace", Emerald Insight.
  17. Bettencourt, L. A.(1997), "Customer voluntary performance: Customers as partners in service delivery", Journal of Retailing, 73(3), 383-406. https://doi.org/10.1016/S0022-4359(97)90024-5
  18. Borman, Walter C., Louise A. Penner, Tammy D. Allen, and Stephan J. Motowildo (2001), "Personality Predictors of Citizenship Performance", International Journal of Selection and Assessment, 9(1/2), 52-69. https://doi.org/10.1111/1468-2389.00163
  19. Cunningham, Michael R., Jeff Steinberg, and Rita Grev(1980), "Wanting to and Having to Help: Separate Motivations for Positive Mood and Guilt-Induced Helping", Journal of Personality and Social Psychology, 39(2), 181-192.
  20. Eisenberg, N., and P. H Mussen(1989), "Cambridge studies in social and emotional development", The roots of prosocial behavior in children. New York, NY, US: Cambridge University Press.
  21. Emmons, Robert A and C. A. Crumpler (2000), "Gratitude as human strength: Appraising the evidence", Journal of Social and Clinical Psychology, 19, 849-857.
  22. Fisher, C. D., and N. M. Ashkanasy(2000), "The emerging role of emotions in work life: An introduction", Journal of Organizational Behavior, 21, 123-129. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2<123::AID-JOB33>3.0.CO;2-8
  23. Halbesleben, J. R. B.(2006), "Sources of Social Support and Burnout: A Meta-Analytic Test of the Conservation of Resources Model", Journal of Applied Psychology, 91, 1134-1145. https://doi.org/10.1037/0021-9010.91.5.1134
  24. Hrebiniak, L. G., and J. A. Alutto(1972), "Personal and role-related factors in the development of organizational commitment", Administrative Science Quarterly, 17(4), 555-573. https://doi.org/10.2307/2393833
  25. Kahn, W. A.(1990), "Psychological conditions of personal engagement and disengagement at work", Academy of Management Journal, 33, 692-724. https://doi.org/10.2307/256287
  26. Graen, G. B., and M. Uhl-Bien(1995). "Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective", The Leadership Quarterly, 6(2), 219-247. https://doi.org/10.1016/1048-9843(95)90036-5
  27. George, J. M.(2000), "Emotions and leadership: The role of emotional intelligence", Human Relations, 53, 1027-1055. https://doi.org/10.1177/0018726700538001
  28. George, J. M. and K. Bettenhausen(1990), "Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context", Journal of Applied Psychology, 75(6), 698-709. https://doi.org/10.1037/0021-9010.75.6.698
  29. George, J. M, and A. P. Brief(1996), "Motivational agendas in the workplace: The effects of feelings on focus of attention and work motivation", Research in Organizational Behavior, 18, 75-109.
  30. Lee, J., and R. Peccei(2007), "Perceived organizational support and affective commitment: The mediating role of organization-based self-esteem in the context of job insecurity", Journal of Organizational Behavior, 28(6), 661-685. https://doi.org/10.1002/job.431
  31. Miles, D. E., W. E. Borman, P. E. Spector, and S. Fox(2002), "Building an Integrative Model of Extra Role Work Behaviors:A Comparison of Counterproductive Work Behavior with Organizational Citizenship Behavior", International Journal of Selection and Assessment, 10, 51-57. https://doi.org/10.1111/1468-2389.00193
  32. Lambert, N. M., M. Clark, J. Durtschi, F. D. Fincham, and S. Graham(2010), "Benefits of expressing gratitude: Expressing gratitude to a partner changes the express", Psychological Science, 21, 574-580. https://doi.org/10.1177/0956797610364003
  33. Matthai, J. M.(1989), Employee perception of trust, satisfaction, and commitment as predictions of turnover intentions in a mental helth setting, Uupublished Doctoral Dissertation, College of Vanderbilt University.
  34. McAllister, D. J.(1995), "Affect-and Cognition -Based Trust Formations for Interpersonal Cooperation in Organizations", Academy of Management Journal, 38(1), 24-59. https://doi.org/10.2307/256727
  35. Reeve, J.(2009), Understanding of motivation and emotion, Hoboken, NJ: John Wiley & Sons, Inc.
  36. Rich, B. L., LePine, J. A. and Crawford, E. R.(2010), "Job engagement: Antecedents and effects on job performance", Academy of Management Journal, 53, 617-635. https://doi.org/10.5465/amj.2010.51468988
  37. Sagie, A., and M. Koslowsky(1994), "Organizational attitudes and behaviors as a function of participation in strategic and tactical change decisions: An application of path-goal theory", Journal of Organizational Behavior, 15(1), 37-47. https://doi.org/10.1002/job.4030150105
  38. Saks, A. M. and L. Joseph(2006), "Antecedents and consequences of employee engagement", Journal of managerial Psychology, 21(7), 600-619. https://doi.org/10.1108/02683940610690169
  39. Schaufeli, W. B. and A. B. Bakker(2004), "Job demands, Job resource and their relationship with burnout and engagement: A multi-sample study", Journal of Organizational Behavior, 25, 293-315. https://doi.org/10.1002/job.248
  40. Schaufeli, W. B., Martinez, I., Marques-Pinto, A., Salanova, M., and A. B. Bakker (2002), "Burnout and engagement in university students: A cross national study", Journal of Cross-Cultural Psychology, 33, 464-481. https://doi.org/10.1177/0022022102033005003
  41. Schaufeli, W. B., Baker, A. A. and M. Salanova(2006), "Educational and Psychological Measurement, The measurement of work engagement with a short questionnaire", A Cross-National Study. 66(4), 1-20.
  42. Van Kleef, G. A.(2009), "How emotions regulate social life: The emotions as social information(EASI) model", Current Directions in Psychological Science, 18, 184-188. https://doi.org/10.1111/j.1467-8721.2009.01633.x
  43. Watson, Wyatt(2005), Human Capital Index.
  44. Wood, Alex M., Joseph, Stephen, and Linley, P. Alex(2007), "Coping Style as a Psychological Resource of Grateful People", Journal of Social and Clinical Psychology, 26(9), 1076-1093. https://doi.org/10.1521/jscp.2007.26.9.1076