East Asian Journal of Business Economics (EAJBE) (동아시아경상학회지)

East Asia Business Economics Association (동아시아경상학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Self-Leadership on Job Satisfaction and Customer Orientation: The Role of Supervisor Support

  • KWAK, Jinman (School of Business Administration, Daejeon University) ;
  • MOON, Jaeseung (School of Business Administration, Daejeon University)
  • Received : 2021.04.14
  • Accepted : 2021.05.14
  • Published : 2021.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose - The purpose of this study is to derive practical implications for human resource management to improve service quality by demonstrating the moderating effect of perceived supervisor support in the relationship between self-leadership, job satisfaction, and customer orientation. Research design, data, and methodology - 800 questionnaires were distributed and collected for beauty service companies with two or more employees. Among them, 602 data were analyzed using SPSS 24 and AMOS 24. For the assessment of goodness of fit of the models, TLI, CFI, RMSEA indices were used. Result -The empirical results are as follows. First, it was found that self-leadership had a positive effect on job satisfaction and customer orientation. Second, job satisfaction was found to have a positive effect on customer orientation. Third, it was found that job satisfaction had a mediating effect in the relationship between self-leadership and customer orientation. Fourth, empirical data showed that the moderating effect of supervisor support in the relationship between self-leadership on job satisfaction was significant. Conclusion -This study contributed to the expansion of related theories by analyzing the moderating effect of perceived supervisor support in the relationship between self-leadership, job satisfaction, and customer orientation, and provides practical implications for efficient human resource management.

Keywords

References

  1. Baek, H., & Kim, Y. (2010). Structural relationship among self leadership, attitude and customer orientation of employees in travel agency. The Journal of the Korea Contents Association, 10(5), 398-406. https://doi.org/10.5392/JKCA.2010.10.5.398
  2. Bhanthumnavin, D. (2003). Perceived social support from supervisor and group members' psychological and situational characteristics as predictors of subordinate performance in Thai work units. Human Resource Development Quarterly, 14(1), 79-97. https://doi.org/10.1002/hrdq.1051
  3. Bowling, N. A., & Beehr, T. A. (2006). Workplace harassment from the victim's perspective: A theoretical model and meta-analysis. Journal of Applied Psychology, 91(5), 998-1012. https://doi.org/10.1037/0021-9010.91.5.998
  4. Brooks, A., & Zeitz, G. (1999). The effects of total quality management and perceived justice on organizational commitment of hospital nursing staff. Journal of Quality Management, 4(1), 60-93.
  5. Brown, S. P. (1996). A meta-analysis and review of organizational research on job involvement. Psychological Bulletin, 120(2), 235-255. https://doi.org/10.1037/0033-2909.120.2.235
  6. Cho, Y. (2017). Goal Orientation and Job Satisfaction: A Mediating Role of Motivation and a Moderating Role of Supervisor Support. Korean Journal of Business Administration, 30(5), 835-855.
  7. Dawley, D., Houghton, J. D., & Bucklew, N. S. (2010). Perceived organizational support and turnover intention: The mediating effects of personal sacrifice and job fit. The Journal of Social Psychology, 150(3), 238-257. https://doi.org/10.1080/00224540903365463
  8. DiLiello, T. C., & Houghton, J. D. (2006). Maximizing organizational leadership capacity for the future: Toward a model of self-leadership, innovation and creativity. Journal of Managerial Psychology, 21(4), 319-337. https://doi.org/10.1108/02683940610663114
  9. Donavan, D. J., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation, job satisfaction, commitment and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146. https://doi.org/10.1509/jmkg.68.1.128.24034
  10. Donavan, D. T., & Hocutt, M. A. (2001). Customer evaluation of service employee's customer orientation: Extension and application. Journal of Quality Management, 6(2), 293-306. https://doi.org/10.1016/S1084-8568(01)00041-4
  11. Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42-51. https://doi.org/10.1037/0021-9010.86.1.42
  12. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. https://doi.org/10.1037//0021-9010.71.3.500
  13. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
  14. Greenhaus, J. H., Parasuraman, S., & Wormley, W. M. (1990). Effects of race on organizational experiences, job performance evaluations, and career outcomes. Academy of Management Journal, 33(1), 64-86. https://doi.org/10.2307/256352
  15. Ha, S., Youn, S., & Moon, J. (2020). Emotional leadership, leader legitimacy, and work engagement in retail distribution industry. Journal of Distribution Science, 18(7), 27-36. https://doi.org/10.15722/JDS.18.7.202007.27
  16. Han, J. H., & Kim, P. S. (2012). The effect on service quality, customer satisfaction and customer loyalty by job satisfaction: Based on Dae-gu city's local public enterprises. Korean Journal of Business Administration, 25(5), 2317-2340.
  17. Hoffman, K. D., & Ingram, T. N. (1992). Service provider job satisfaction and customer oriented performance. Journal of Services Marketing, 6(2), 68-78. https://doi.org/10.1108/08876049210035872
  18. Houghton, J. D., Dawley, D., & DiLiello, T. C. (2012). The abbreviated self-leadership questionnaire (ASLQ): A more concise measure of self-leadership. International Journal of Leadership Studies, 7(2), 216-232.
  19. Kim, K., & Jogaratnam, G. (2010), Effects of individual and organizational factors on job satisfaction and intent to stay in the hotel and restaurant industry. Journal of Human Resources in Hospitality & Tourism, 9(3), 318 -339. https://doi.org/10.1080/15332845.2010.487043
  20. Kim, M., & Lee, H. T. (2017). The effects of job satisfaction on customer satisfaction and job performance in service industry. Korean Corporation Management Review, 24(3), 137-150. https://doi.org/10.21052/kcmr.2017.24.3.06
  21. Kim, S. (2014). Effects of self leadership on the customer oriented public service: A case of local government public officials. The Journal of the Korea Contents Association, 14(11), 713-721. https://doi.org/10.5392/JKCA.2014.14.11.713
  22. Kim, S., Youn, S., & Moon, J. (2021). The impact of basic psychological needs satisfaction on the performance of the franchisee. Journal of Distribution Science, 19(1), 17-26. https://doi.org/10.15722/JDS.19.1.202101.17
  23. Latham, G. P., & Locke, E. A. (1979). Goal setting-A motivational technique that works. Organizational Dynamics, 8(2), 68-80. https://doi.org/10.1016/0090-2616(79)90032-9
  24. Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. https://doi.org/10.2307/20159559
  25. Malatesta, R. M. (1995). Understanding the Dynamics of Organizational and Supervisory Commitment Using a Social Exchange Framework. Unpublished Doctoral Dissertation, Wayne State University.
  26. Manz, C. C. (1992). Mastering self-leadership: Empowering yourself for personal excellence. Englewood Cliffs: Prentice Hall.
  27. Manz, C. C., & Sims, H. P., Jr. (1989). Super leadership: Leading others to lead themselves. New York: Prentice Hall.
  28. Manz, C. C., & Sims, H. P. (2001). New super leadership: Leading others to lead themselves. Berrrett-Koeher, San Francisco, CA.
  29. Mathieu, J. E., & Farr, J. L. (1991). Further evidence for the discriminant validity of measures of organizational commitment, job involvement, and job satisfaction. Journal of Applied Psychology, 76(1), 127-133. https://doi.org/10.1037//0021-9010.76.1.127
  30. Nathanson, C. A., & Becker, M. H. (1973). Job satisfaction and job performance: An empirical test of some theoretical propositions. Organizational Behavior and Human Performance, 9(2), 267-279. https://doi.org/10.1016/0030-5073(73)90051-2
  31. Park, M. (2019). The study of effective relationships among cabin crew's resilience, job satisfaction and customer orientation. Northeast Asia Tourism Research, 15(2), 27-46. https://doi.org/10.35173/NATR.15.2.2
  32. Periatt, J. A., LeMay, S. A., & Chakrabarty, S. (2004). The selling orientation-customer orientation (SOCO) scale: Cross-validation of the revised version. Journal of Personal Selling & Sales Management, 24(1), 49-54. https://doi.org/10.1080/08853134.2004.10749016
  33. Poter, L. W., & Lawler, E. E. (1968). Managerial attitude and performance. Homewood, Irwin.
  34. Rindfieisch, A., & Moorman, C. (2003). Interfirm cooperation and customer orientation. Journal of Marketing Research, 40(1), 421-436. https://doi.org/10.1509/jmkr.40.4.421.19388
  35. Saxe, R. & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of sale people. Journal of Marketing Research, 19(3), 343-351. https://doi.org/10.2307/3151568
  36. Sung, M. H., & Lee, M. Y. (2017). Effects of self-leadership, clinical competence and job satisfaction on nurses' job involvement. Journal of Korean Clinical Nursing Research, 23(1), 1-8. https://doi.org/10.22650/JKCNR.2017.23.1.1
  37. Tsui, A. S., Pearce, J. T., Porter, L. W., & Tripoli, A. M. (1997). Alternative approaches to the employeeorganization relationship: Does investment in employees pay off? Academy of Management Journal, 40(5),1089-1121. https://doi.org/10.2307/256928
  38. Warr, P., Cook, J., & Wall, T. (1979). Scales for the measurement of some work attitudes and aspects of psychological well-being. Journal of Occupational Psychology, 52(2),129-148. https://doi.org/10.1111/j.2044-8325.1979.tb00448.x
  39. Yang, X., & Moon, J. (2019). The effects of LMX and feeling trusted on job performance and workplace ostracism among salespeople. Journal of Distribution Science, 17(4), 41-50. https://doi.org/10.15722/JDS.17.4.201904.41