Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

Influence of The Quality of Work Life on Organizational Effectiveness and Customer Orientation in 119 Paramedic's

119구급대원들의 근로생활의 질이 조직유효성과 고객지향성에 미치는 영향

  • Choi, Mi-Young (Department of Emergency Medical Service, Kyungil University) ;
  • Moon, Tae-Young (Department of Emergency Medical Service, Kangwon National University)
  • 최미영 (경일대학교 응급구조학과) ;
  • 문태영 (강원대학교 응급구조학과)
  • Received : 2019.10.15
  • Accepted : 2020.02.07
  • Published : 2020.02.29
Download PDF
⟨ Previous Next ⟩

Abstract

This study examined the influence of the quality of work life on the organizational effectiveness and customer orientation in 119 paramedics. This study also offers basic data for improving the quality of emergency medical services in the future. A survey was conducted from February 3. 2019 through May 7, 2019, on 308 male and female fire officers in Daegu, North Gyeongsang Province. The collected data was analyzed using SPSS 20.0 version, and frequency analysis, correlation analysis and multiple regression analysis were carried out. First, there was a positive correlation among the QWL of the 119 paramedics, their OE and CO. Second, the QWL (personal, management dimension) of the 119 paramedic's was a factor that affected OE and job satisfaction. Third, the QWL (personal, management dimension) of the 119 paramedics had an impact on the CO. (ED note: please check all this and it was not clear. It may be correct now.)Forth, the impact of the OE of the 119 paramedics on the CO exerted a significant influence on the OE and job satisfaction. Given the findings of the study, the QWL of 119 paramedics should be improved to heighten paramedics' welfare to promote the quality of emergency medical services.

본 연구는 119 구급대원들의 근로생활의 질이 조직유효성 및 고객지향성에 미치는 영향을 규명하고, 응급의료서비스의 질적 개선을 위한 기초자료를 마련하기 위하여 실시되었다. 대구 및 경북 소방안전센터에 근무하고 있는 119 구급대원 남녀 308명을 대상으로 2019년 2월 3일부터 5월 7일까지 설문조사를 실시하였다. 수집된 자료는 SPSS 20.0을 사용하여 빈도분석, 상관관계 및 다중회귀분석을 실시하였다. 연구결과는 첫째, 119구급대원들의 근로생활의 질이 조직유효성 및 고객지향성 간의 정적상관관계를 보이고 있는 것으로 나타났다. 둘째, 119 구급대원들의 개인차원, 관리차원의 근로생활의 질이 조직유효성의 조직몰입, 직무만족에 유의한 영향을 미치는 것으로 나타났다(p<.001). 셋째, 119 구급대원들의 개인차원, 조직차원, 관리차원의 근로생활의 질이 고객지향성에 유의한 영향을 미치는 것으로 나타났다(p<.001). 넷째, 119구급대원들의 조직유효성이 고객지향성에 미치는 요인으로 조직몰입, 직무만족도에 유의한 영향을 미치는 것으로 나타났다(p<.05). 이러한 결과를 감안할 때, 119 구급대원들의 복지제도를 개선함으로써 응급의료서비스의 질향상을 도모하기 위한 정책마련이 필요하다.

Keywords

References

  1. H. Y. Lee, Y. R. Kim, "Effects of Burnout on Job Stress and Ego-Resilience of Fire Officials", Fire Science and Engineering, Vol.31, No.2, pp.106-112, 2017. DOI: http://doi.org/10.7731/KIFSE.2017.31.2.106
  2. H. C. Jeong, "The Effect of Job Stress and Drinking on the Depression of Fire Service Officers", Department of Education Graduate School, Ajou University, Korea, 2017.
  3. S. S. Choi, G. W. Kim, "Impact of Job-stress on Fatigue Among 119 Rescue Workers", Journal of the Korea Academia-Industrial cooperation Society, Vol.17, No.4, pp.433-439, 2016. DOI: https://doi.org/10.5762/KAIS.2016.17.4.433
  4. H. J. Park, S. H. Yoon, Y. C. Cho, "Analysis of the Influence of Violence Experience, Burnout and Job Stress on Job Satisfaction among 119 Rescue Workers using the Structural Equation Model", Journal of the Korea Academia-Industrial cooperation Society, Vol.19, No.3, pp.267-277, 2018. DOI: https://doi.org/10.5762/KAIS.2018.19.3.267
  5. H. Y. Jeong, "A Study on the Improvement of Work Welfare for Fire Service Officials", Department of public Administration Graduate School, Pusan National University, 2019.
  6. E. Y. Yoon, "Commitment in exchange relations: Test of theory of relational cohesion, American Sociological review", Vol.61, pp.89-108, 1996. DOI: http://dx.doi.org/10.2307/2096408
  7. R. Gayathiri, L. Ramakrishnan, "Quality of work life-linkage with job satisfaction and performance", International Journal of Business and Management Invention, Vol.2, No.1, pp.01-08, 2013.
  8. J. L. Price, "The Study of Organizational Effectiveness", The Sociological Quarterly, Vol.13, No.1, pp.3-15. 1972. DOI: https://doi.org/10.1111/j.1533-8525.1972.tb02100.x
  9. J. R. Campbell, "Science teachers flexibility. Journal of research in science teaching", Vol.14, No.6, pp.525-532, 1977. DOI: https://doi.org/10.1002/tea.3660140606
  10. D. R. Dalton, W. D. Todor, M. J. Spendolmi, G. J. Fielding and L. M. Porter, "Organization structure and performance: A critical review," Academy of Management Review", Vol.5, No.1, pp.49-64, 1980. DOI: https://doi.org/10.2307/257804
  11. C. U. Heo, " Impact of work-life balance on job satisfaction and life satisfaction: Case of paid workers", Journal of Tourism and Hospitality Reasearch, Vol.32, No.12, pp.151-164, 2018. DOI : http://doi.org/10.21298/IJTHR.2018.12.32.12.151
  12. K. H. Park, "The Influence of Interrelationship between Work and Family on the Managerial Competence, Job Satisfaction, Organizational Commitment, and Life Satisfaction of Married Managerial Women", Journal of Business Administration, Vol.25, No.2, pp.879-905, 2012.
  13. B. Buchanan, "Building Organizational Commitment: The Socialization of Maneger in Work Organizations", Administrative science Quarterly, Vol.19, pp.533-546, 1974. UCI : G704-000789.2012.25.2.008 https://doi.org/10.2307/2391809
  14. M. Y. Kim, H. J. Lee, S. M. Park, " HPWSs and Organizational Effectiveness with AMO Theory: Testing on the Moderating Role of QWL", Korean Public Personnel Administration Review, Vol.15, No.3, pp.269-303, 2016. UCI : G704-002098.2016.15.3.002
  15. S. S. Chae, "The Effect of Work-Life Quality on Job Engagement, Organizational Commitment and Turnover Intention: Research Based on Deluxe Hotel Food and Beverage Employees in Seou", Journal of Tourism Sciences, Vol.41, No.10, pp.165-183, 2017. DOI: http://dx.doi.org/10.17086/JTS.2017.41.10.165.183
  16. J. H. Lee, S. I. Ryu, "The Effects of Motivation on Fire Officers' Organizational Commitment and Job Satisfaction - Focusing on the Perception of Fire Officers in the Busan Area -", Crisisonomy, Vol.12, No.1, pp.47-55, 2016. DOI: http://dx.doi.org/10.14251/crisisonomy.2016.12.1.47
  17. R. Saxe, B. A. Weitz, "The SOCO scale: A measure of the customer orientation of salespeople.", Journal of Marketing Research, Vol.19, pp.343-351, 1982. DOI: http://dx.doi.org/10.2307/3151568
  18. Y. A. Ku, Y. J. Han, S. S. Ahn, "A Study on Evaluation over Medical Services and Its Improving Methods in the General Hospital: Focusing on Inpatients and Outpatients in K University Hospital", The Academy of Customer Satisfaction Management, Vol.13, No.3, pp.101-128, 2011.
  19. A. D. Szilagyi, M/. J. Wallac, "Organizational behavior and performance", Glenview, Ill: Scott, Foresman., 1987.
  20. J. G. Cho, "A Study on the Effect of Quality of Working Life of Hotel Employee on Organizational Commitment : Focusing on the Moderating Effect of the Work-Family Conflict", Department of Hospitality & Tourism Management Graduate School of Sejong University, Korea. 2005.
  21. J. H. Kim, "An Empirical Study on the Impact of QWL on Job Satisfaction of Hotel Employee", Department of Tourism Management Graduate School of Kyonggi University, Korea, 1998.
  22. H. J. Jang, "The Effects of Physical Environment in Hotel Restaurant Service Space upon Employees' Physiological Response and Organizational Commitment", Department of Culinary Science & Foodservice Management Graduate School of KyungHee University, 2008. UCI : I804:11006-200000071398
  23. Y. J. Kim, "A Study on the Relationship between Organizational Culture and Organizational Efficiency : A Focus on Moderating Effects of Shared Leadership", Department of Management Consulting Graduate School of KyungHee University, 2014.
  24. H. S. Jung, "A study on the effects of employees' business ethics awareness and practice in foodservice industry upon person-organization fit, job satisfaction, turnover intent and organization performance", Department of Hotel and Tourism Management Graduate School of kyungHee University, 2007.
  25. S. W. Kim, "A Study on the effect of organizational culture types and job satisfaction on Customer-oriented behavior in the hotel", Department of Trade and Business Administration Graduate School of Information industry Chungwoon University, 2010.
  26. D. Y. Roh, J. P. Kim. "The Impacts of the Quality of Working Life(QWL) of the Workers at Martial Arts Dojang on Organizational Commitment and Turnover Intention", The Journal of Korean Alliance of Martial Arts, Vol.20, No.4, pp.149-161, 2018. https://doi.org/10.35277/KAMA.2018.20.4.149
  27. K. H. Han, W. K. Lim, "The Effect of Social Workers' Job Stress on Organizational Effectiveness and the Moderating Role of Organizational Commitment", Journal of Digital Convergenc, Vol.15, No.7, pp.65-88, 2017. DOI: https://doi.org/1014400/JDC201715765
  28. W. H. Ham, D. J. Choi, "The Structural Relationship among Airport Security Agent's Emotional Labor and Manager's Leadership Type, Job Stress", Organizational Commitment and Effectiveness. Sport Science, Vol.36, No.2, pp.57-78, 2019.
  29. J. S. Lee, S. Y. Park. "Influence of the Quality of Working Life of Employee's in the Sports Center on Job Satisfaction and Customer Orientation", Journal of Sport and Leisure Studies, Vol.73, pp.123-134, 2018.
  30. H. C. Lim, G. M. Lee, "The Effect of Hotel Employees' Psychological Contract Breach on the Customer Orientation - Focusing on the Mediating Role of Quality of Work Life -", Journal of Foodservice Management, Vol.19, No.5, pp.215-234, 2016.
  31. J. B, Cha, D. H. Kim, C. W. Park, "A Study on the Relationship between Salesperson's Customer Empathy, Job Satisfaction, Emotional Commitment, and Customer Orientation", The Academy of Customer Satisfaction Management, Vol.20, No.1, pp.23-43, 2018.
  32. H. Jeong, "A Convergence study of the Effects of Job-esteem and Empathy on Customer orientation in Nursing students", Journal of the Korea Convergence Society, Vol.9, No.10, pp.599-607, 2018. DOI: https://doi.org/1015207/JKCS2018910599 https://doi.org/10.15207/JKCS.2018.9.10.599
  33. H. C. Shin, "A Study on Relationship between Foodservice Employee's Empathy Ability, Self-efficacy, and Customer Orientation", Journal of Tourism Management Research, Vol.23, No.3, pp.107-124, 2019. DOI : http://doi.org/10.18604/tmro.2019.23.3.6
  34. D. K. Hoffman, D. K. T. N. Ingram, "Service provider job satisfaction and customer-oriented performance", Journal of services Marketing, Vol.62, No.2, pp.68-78, 1992. DOI : https://doi.org/10.1108/08876049210035872
  35. O. H. kwon, Y. S. Sheen, "The Effects of Emotional on Job Satisfaction and Customer Orientation", Journal of the Korean Society of Design Culture, Vol.24, No.2, pp.33-41, 2018. DOI : http://dx.doi.org/10.18208/ksdc.2018.24.2.33
  36. D. H. Nam, J. J. Lee, Y. J. Lee, "The Effect of Mindfulness of Hotel Employees on Organizational Effectiveness and Customer Orientation", Food Service Industry Journal, Vol.14, No.2, pp.171-187, 2018. DOI : http://doi.org/10.22509/kfsa.2018.14.2.011
  37. J. Dunseath, T. A. Beehr, D. W. King, "Job stress-social buffering effects across gender, education and occupational groups in a municipal workforce", Review of Public Personnel Administration, Vol.16, pp.60-83, 1995. DOI: https://doi.org/10.1177/0734371X9501500105
  38. R. T. Mowday, L. W. Porter, R. M. Steers, "Employee-Organization linkages", San Diego, CA:Academic Press, 1982.
  39. H. S. Jeon, N. S. Park, "The Effect of Psychological Ownership on Customer Orientation of Hotel Employees' - Focused on the Mediating role of job satisfaction -", Tourism Research, Vol.39, No.3, pp.91-113, 2014. UCI : G704-SER000009129.2014.39.3.009