• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.8
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• pp.4930-4941
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• 2014

This study had three purposes. First, the effects of job-related affective states on emotional labor (deep acting and surface acting) of employees engaging in service job were examined. Second, previous studies focused on the negative effects of emotional labor on job attitudes. On the other hand, this study dealt with not only the negative effects of emotional labor but also its positive effects. In particular, this study examined the effects of emotional labor on positive job attitudes, such as job commitment and job involvement, as well as negative job attitudes, such as exhaustion and cynicism. Finally, this study examined the mediation effect of emotional labor on the relationship between the job-related affective state and job attitudes. The data was collected from 150 employees working in 15 service firms in Korea. The results were as follows. First, the positive job-related affective state increased the deep-acting. On the other hand, negative job-related affective state increased surface-acting. Second, the main effect of deep-acting on positive job attitudes (dedication and vigor) was significant. In addition, the main effects of surface-acting on the negative job attitudes (exhaustion and cynicism) was significant. Finally, the mediating effect of deep-acting on the relationship between positive job-related affective state and positive job attitudes was significant. In addition, surface-acting mediated the relationship between negative job-related affective state and negative job attitudes. The theoretical and practical implications of this study are provided in the discussion session.

• Journal of Korean Society for Quality Management
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• v.47 no.1
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• pp.59-74
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• 2019

Purpose: Despite the fact that the majority of domestic firms are small in size, there have been few studies conducted to understand the leadership effectiveness of small firm CEOs. Based on the upper echelon theory, this study attempts to demonstrate empirically that transformational leadership of small firm CEOs can increase the innovative behavior of employees. In addition, the present study examines mediating effects of CEO trust perceived by employees when transformational leadership affects employees' innovative behavior. Methods: The survey data of CEOs'transformational leadership, innovative behavior of employees, and perceived CEO trust were collected from 176 employees working in domestic small firms. Hierarchical regression analyses were performed to examine the main effects between transformation leadership and innovative behavior and mediating effects of CEO trust perceived by employees. Results: The results show that CEOs' transformational leadership is significantly related to the innovative behavior of employees in the current sample. Results also indicate that CEO trust perceived by employees reveals a mediating effect in the process of transformational leadership affecting innovative behavior. Conclusion: The results show that as suggested by the upper echelon theory, the leadership of small firm CEOs can have a significant impact on positive job-related behaviors and attitudes of employees. The results also contribute to expand on the understanding of the relationship between transformational leadership and innovative behavior by explaining that transformational leadership can mediate trust in CEOs in enhancing employees'innovative behavior. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

• Safety and Health at Work
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• v.8 no.1
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• pp.19-28
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• 2017

Background: Conservation of resources theory assumes loss of resources as a cause of job strain. In hospital work, conflicts with supervisors are tested to predict lower resources, that is, supervisory social support, participation possibilities, and appreciation. All three resources are expected to predict, in turn, experienced stress (job strain) and lower job satisfaction, lower affective commitment, and a higher resigned attitude towards the job (job attitudes). Methods: The sample included 1,073 employees from 14 Swiss hospitals (n = 604 nurses, n = 81 physicians, n = 135 medical therapists, and n = 253 technical and administrative staff). Of the total sample, 83.1% were female and 38.9% worked full-time. The median tenure was between 7 years and 10 years. Constructs were assessed by online questionnaires. Structural equation modeling was used to test mediation. Results: Structural equation modeling confirmed the negative association of conflict with supervisors and job resources. Tests of indirect paths to resources as a link between conflicts with supervisors and job attitudes were significant. For nurses, social support, participation and appreciation showed a significant indirect path, while among medical technicians the indirect paths included social support and appreciation, and among physicians only appreciation showed a significant indirect path. In medical therapists no indirect path was significant. Job resources did not mediate the link between conflict with supervisors and stress in any occupational group. Conclusion: Conflicts with supervisors are likely to reduce job resources and in turn to lower job attitudes. Work design in hospitals should, therefore, address interpersonal working conditions and conflict management in leadership development.

• Asia-Pacific Journal of Business
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• v.11 no.2
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• pp.81-98
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• 2020

Purpose - This study aims to examine the relationship between Chinese employees' collectivism orientation and organizational commitment and interpersonal helping behavior and verify the differences of such relationships between new and the previous generation of employees. Design/methodology/approach - The 262 Chinese employees participated in self-reported survey through online platform. The confirmatory factor analysis and the hierarchical regression analysis were performed to test hypotheses. Findings - We found that Chinese employees' collectivism orientation positively influenced their organizational commitment and interpersonal helping behavior. Regarding the moderating role of generation, our result revealed that while the positive relationship between collectivism orientation and organizational commitment was significant for previous generation of employees, such relationship was not valid for new generation employees. However, there was no significant generational difference in the relationship between collectivism orientation and interpersonal helping behavior. Research implications or Originality - Considering that there have been relatively few empirical studies examining the interaction between employees' cultural characteristic and generations, this study contributes to demonstrate that the positive influence of Chinese employees' collectivism orientation on organizational commitment vary depending on Chinese generations. In addition, this study provides implications that organizational leaders in China should understand that the generational difference can influence how employees' collectivism orientation leads to their attitudes towards organizations and need to establish human resource management system by reflecting generational difference.

• Research in Community and Public Health Nursing
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• v.23 no.2
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• pp.222-230
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• 2012

Purpose: This research is to understand the effects of senior simulation on employees of elderly care facilities and utilize it in their job training. Methods: This research is a nonequivalence control group pre-to-post quasiexperiment research. 18 employees who have experienced senior simulation are set as test group and 18 other employees who have not experienced senior simulation are set as control group. Results: The hypothesis that 'the test group which has experienced senior simulation will show a positive change in their attitude on elderly care, compared to the control group' and 'the test group which has experienced senior simulation will show a positive change in understanding of elders, compared to the control group' was supported. The hypothesis that 'the test group which has experienced senior simulation will show a positive change in job satisfaction and performance of duties, compared to the control group' was dismissed. Conclusion: The senior simulation seems to contribute to elderly care facilities employees' change in their viewpoints of elders and broaden their understanding of them. The senior simulation was meaningful to provide basic help with implementing job training programs.

• Korean Security Journal
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• no.20
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• pp.19-43
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• 2009

The purpose of this study was to examine the factors which influence the attitude of employees in security firms in Korea that ultimately lead to their turnover. Several variables which are seen as influential in formation of employees' attitudes about their organizations are leadership and job characteristics. In commitment and job stress were seen as two major variables which lead to the formation of their turnover, commitment was seen as positive influential variable and job stress a negatively influencing variable in employees' attitudes about their respective organizations. Survey method using questionnaires were utilized on employees of medium to large security firms in Seoul and Kyonggi province of Korea where 30 or more were employed. Sample for this research were field operators and, for leadership determination, their division chiefs were chosen. For the purpose of this research, several key hypotheses derived and developed from existing works related to this research topic were tested using multiple regression analysis utilizing SPSS 11.0. and Lisrel 8W The research findings are an follows: 1. leadership behavior of the superiors greatly influence, in most positive way, the employees' commitment. 2. Those employees who view their high organization commitment. shown to possess lower turnover. 3. Autonomy in their job characteristics to positively influence one's job stress 4. Higher the job stress the higher and positively influence one's turnover.

• Journal of the Korean Society of Safety
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• v.32 no.1
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• pp.134-139
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• 2017

This study has been performed to investigate the risk perceptions of employees in nuclear power plants. A representative sample of 473 employees was surveyed(about 79% response rate). The questionnaire included scales on both risk perceptions of critical five hazards that could be occurring in the nuclear power plants and two psychometric attitudes. Higher risk perceptions between managers and non-managers to five hazards used in this study were entirely obtained from the managers. It was also found that the perceived higher hazards were in the following order: radiation exposure, radioactive release, explosion, fire and radioactive waste. For the controllability, higher risk perceptions to the all factors were obtained from the managers, and higher ones were non-managers in the dread.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.1-6
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• 2008

Organizations are increasingly adopting Knowledge Management Systems (KMS) to effectively manage knowledge within the organization and realize firm and operational level benefits. However, many KMS implementations fail to yield desired outcomes due to the lack of understanding of the antecedent of successful knowledge management. Prior studies have established that organizational cultural values are one of the key enablers of knowledge management. We develop a computational model of organizational knowledge processes and employ simulations to examine the impact of KMS in different organizational cultural settings. We find that cultural values that govern the employees' predisposition towards seeking knowledge from others have a greater influence on KMS effectiveness than those that govern the employees' attitudes towards sharing their knowledge with others. We also find that organizations with cultures that foster high levels knowledge sharing behaviors can expect performance gains if KMS implementations incorporate knowledge seeking activities into the employees' work processes.

• Korean Management Science Review
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• v.29 no.1
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• pp.115-129
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• 2012

Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.