Industry Promotion Research (산업진흥연구)

Industrial Promotion Institute (산업진흥원)
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Employees' Environment, Social, and Governance Activity Recognition as Job Resource Enhancing Job Performance via Job Satisfaction and Prosocial Behavior among Call Center Employees

직무자원으로서 ESG 활동 인식이 직무만족과 친사회적 행동을 통해 직무수행능력 향상에 미치는 영향, 콜센터 직원들을 대상으로

  • 김준형 (제주한라대학교 호텔경영학과) ;
  • 박소라 (전남대학교 경영학부)
  • Received : 2024.04.07
  • Accepted : 2024.04.22
  • Published : 2024.04.30
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Abstract

This study examines the role of Environment, Social, and Governance (ESG) activity recognition on job satisfaction, prosocial activities, and job performance among customer representatives working in call center environments. After gathering data from 264 call center workers in major South Korean insurance companies, the analysis w as performed using SmartPLS 4.0. This study's findings reveal that employee recognition of ESG activities significantly enhanced job satisfaction. The impact of ESG activity recognition on prosocial behavior was positive but relatively weak. Job satisfaction influences both prosocial behavior and the job performance of employees. Finally, prosocial behavior positively influences job performance. The most significant finding is that employees' recognition of companies' ESG management practices serves as a job resource. This recognition enhances employees' attitudes, behavior, and performance, signaling the potential benefits of informing employees about corporations' ethical behaviors.

이 연구는 콜센터직원의 ESG 활동 지각이 직무만족, 친사회적 활동 및 직무 성과에 미치는 영향을 본다. 연구를 수행하기 위하여, 국내 주요 보험사의 콜센터직원 264명으로부터 데이터를 수집한 후 SmartPLS 4.0을 사용하여 분석을 수행하였다. 분석 결과에 따르면, ESG 활동에 대한 직원 인식이 직무만족을 유의하게 향상시켰다. 하지만 ESG 활동 지각이 친사회적 행동에 미치는 영향은 유의하나 상대적으로 미미했다. 직무만족은 직원의 친사회적 행동과 직무 성과를 긍정적으로 높이는 역할을 수행하였다. 또한, 친사회적 행동은 직무 성과에 긍정적으로 높여주었다. 중요한 시사점으로는 직원의 기업 ESG 경영 활동에 대한 지각이 그들의 직무자원 역할을 한다는 것을 밝혀낸 것이다. 이러한 직원들의 지각이 직원의 태도, 행동 및 성과에 영향을 준다는 사실은 기업의 윤리적 행동을 직원에게 홍보하는 것에 대한 장점을 보여준다.

Keywords

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