Earticle

초록

영어

In this paper, we studied the effects of consultants' verbal and non-verbal communication on client trust, organizational characteristics, and consulting performance of recipient companies in the consulting industry, an intangible business dealing with people. This study was revised to meet the purpose of this study through preliminary verification from September 30 to October 14, 2019 for employees with experience in consulting. Through the online questionnaire, the revised questionnaire was collected from 1,500 people from January 13 to February 1, 2020, and 289 copies were collected through random sampling. Statistical programs SPSS 22.0 and AMOS 22.0 were used for empirical analysis of the collected questionnaires. The analyzed results of this study are summarized below. First, looking at the relationship between the linguistic communication of the consultant, client trust, and organizational characteristics, it was found that the linguistic communication of the consultant had a significant positive effect on client trust and organizational trust. Second, looking at the relationship between the consultant's linguistic communication and consulting performance, it was found that the consultant's linguistic communication did not significantly affect the consulting performance. However, this resulted in a complete mediating effect between client trust and client organizational characteristics, which had a significant effect on consulting performance. In other words, although the linguistic communication of the consultant does not independently affect the consulting performance, it can be considered that there are indirect effects on the consulting performance if the parameters of client trust and client organizational characteristics exist. Third, among the non-verbal communication of consultants, body language, spatial language, auditory language, and appearance language all have a significant positive effect on client trust and organizational characteristics. Fourth, among the non-verbal communication of consultants, body language, spatial language, auditory language, and appearance language were found to have a significant positive effect on consulting performance. This is contrary to the fact that the linguistic communication of the consultant does not have a significant influence on the consulting performance, and as a result of research by Woo Ryong Kim (2014), it acted as an auxiliary role that non-verbal communication delivers more effectively than verbal communication. Is shown. Through the results of this study, the linguistic and non-verbal communication of consultants is an important factor in positively leading the consulting performance, and it seems necessary to strengthen the intensive training on communication skills internally in consulting companies. In addition, based on the results of this study, if the importance of linguistic and non-verbal communication of consultants is recognized and used in training to strengthen consultants' competency, it will be an opportunity to increase the awareness and consulting performance of domestic consulting.

한국어

본 논문에서는 컨설턴트의 언어적, 비언어적 커뮤니케이션이 컨설팅 성과에 미치는 영향과 신뢰와 조직특성의 매개효과에 대해 분석하는 것 을 목적으로 하고 있다. 이를 위해 중소기업 대상으로 컨설팅 서비스를 받은 경험이 있는 담당자 254명의 설문자료를 바탕으로 분석을 실시하였 다. 연구결과, 첫째, 컨설턴트의 언어적 커뮤니케이션은 신뢰와 조직특성에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 컨설턴트의 비언어적 커뮤니케이션은 신뢰와 조직특성, 컨설팅 성과에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 컨설턴트의 언어적 커뮤니케이션은 컨설팅 성 과에 정(+)의 영향을 미치지 않는 것으로 나타났다.본 연구는 컨설턴트의 비언어적 커뮤니케이션이 컨설팅 성과에 미치는 영향에 대해 실증적으 로 입증하였고, 컨설팅 성과를 높이기 위해 컨설팅사 내부적으로 커뮤니케이션 스킬 및 활용에 대해 중점 교육의 필요성을 제시하였다.

목차

요약
I. 서론
II. 이론적 배경 및 연구가설
1. 언어적 커뮤니케이션과 비언어적 커뮤니케이션에 대한 선행연구 검토
2. 언어적 커뮤니케이션에 대한 선행연구 검토
3. 비언어적 커뮤니케이션에 대한 선행연구 검토
4. 신뢰에 대한 선행연구 검토
5. 조직특성에 대한 선행연구 검토
6. 컨설팅 성과에 대한 선행연구 검토
7. 컨설턴트의 언어적 커뮤니케이션과 신뢰, 조직 특성 및 컨설팅 성과의 관계
8. 컨설턴트의 비언어적 커뮤니케이션과 신뢰, 조직특성 및 컨설팅 성과의 관계
10. 조직특성과 컨설팅 성과의 관계
9. 신뢰와 컨설팅 성과의 관계
III. 연구 방법론
1. 자료의 수집
2. 변수의 측정
IV. 분석결과
1. 표본의 일반적 특성
2. 신뢰성과 타당성 분석
3. 잠재변수 간 경로 유의성 검증
4. 간접효과 검증
5. 회귀분석
6. 가설검증 결과 요약
V. 결론
1. 연구결과의 요약
2. 시사점
3. 한계점 및 제언
참고문헌
Abstract

키워드

저자

• 박동수 [ Park, Dong-Su | 대전대학교 융합컨설팅학과 박사과정 ] 제1저자
• 김기중 [ Kim, Gi-Joong | 대전대학교 융합컨설팅학과 박사 ] 공동저자
• 현병환 [ Hyun, Byung-Hwan | 대전대학교 융합컨설팅학과 교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  경영컨설팅연구 [Korean Management Consulting Review]

• 간기

  격월간

• pISSN

  1598-172X

• eISSN

  3059-0469

• 수록기간

  2001~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658