Earticle

본 연구는 직장 내 대인관계 및 고객과의 상호작용 과정과 같은 사회관계적 원천으로 인한 직무스트레스와서비스지향성의 관계를 살펴보고, 이 과정에서 직무냉소가 지니는 매개효과와 이에 대한 거래적·변혁적 리더십의 조절효과를 검증하고자 한다. 최근 공공부문의 고객만족(감동)서비스를 강조하는 과정에서 도시철도 승무원이 느끼는 사회관계적 직무스트레스가 서비스지향성에 미치는 영향을 살피고, 서비스지향성 향상을 위한 리더십의 역할을 고찰해보는 점에 실무적인 시사점이 있다. 또한 사회관계적 직무스트레스가 서비스지향성에 영향을 미치는 과정에서 직무냉소가 지니는 매개효과를 검증하고 이 과정에서 리더십 요인들이 지니는 조절효과를검증하는 것에 이론적 의의가 있다. 연구 결과, 사회관계적 직무스트레스는 도시철도 승무원의 서비스지향성에직접적인 부(-)의 영향을 미치며, 직무냉소는 이러한 사회관계적 직무스트레스와 서비스지향성 사이를 매개하는 요인임이 검증되었다. 또한 거래적 리더십의 하위요인들이 사회관계적 직무스트레스와 서비스지향성 사이에서 직무냉소의 매개를 조절하는 조절된 매개효과를 지님을 확인하였다.

With increasing emphases on customer service in the public sector, we examined the effect of social-relational stress coming from the workplace relationship on employees’ service orientation towards customers, using the survey data from 234 employees working in the Seoul Metropolitan Rapid Transit. We proposed a moderated mediation model where cynicism is a mediator in the relationship between social-relational stress coming from employees’ direct supervisor, customers, and co-workers and service orientation. Transactional and transformational leadership were proposed to moderate the effect of social-relational stress on cynicism. The results showed that employees’ social-relational stress from their co-workers and direct supervisors was negatively associated with service orientation, but stress from customers did not show statistically meaningful effect on service orientation. In the test of mediation, bootstrapping results showed that the negative effects of social-relational stress from co-workers and direct supervisors on service orientation were partially mediated by cynicism. Furthermore transactional leadership factors moderated the degree of this mediation paths between social-relational stress and cynicism, but moderated mediation hypothesis of transformational leadership was not supported. Based on the results shown in the analyses, we found that social-relational stress coming from the workplace relationship meaningfully and negatively affect service orientation through mediation of cynicism, and transactional leadership can mitigate this effect. We argue that in order to increase more voluntary service orientation from employees in the public sector, leadership should play an important role to decrease the level of cynicism coming from social-relational stress in the public sector. Theoretical and practical implications are discussed.

현재 고객중심 경영혁신에 관한 연구는 주목을 받고 있다. 그러나 이에 대한 연구는 주로 개념연구 혹은 사례연구들만 있고, 실증적 분석연구는 거의 찾을 수 없는 상황이다. 고객중심 경영혁신이 10여년 전부터 주로경영 컨설팅 업계에서 활발히 논의되어 왔지만(Galbraith, 2002), 현재까지 학계에서는 체계적인 연구가 진행되지 못하고 있기 때문이다. 따라서 이론적 틀이 매우 빈약한 실정이다. 본 연구의 목적은 고객중심 경영혁신의요인들의 4가지 차원 - (1) 전략, (2) 조직, (3) 제품, (4) 운영 –에서 규명하고, 고객중심 경영혁신이 고객 활동사이클 기간 동안 고객행복 - (1) 경제적 행복, (2) 정서적 행복, (3) 의미적 행복 – 에 미치는 영향을 실증적으로규명하는 것이다. 이러한 연구목적 달성을 통해, 본 연구는 궁극적으로 고객중심 경영혁신이라는 새로운 경영패러다임의 이론적 토대를 구축하려 했다. 실증적 분석을 위해 본 연구는 250개의 국내 제조 및 정보통신 기업들을 대상으로 설문조사를 실시하였다. 그리고 SmartPLS 통계 패키지를 사용하여 2차 요인(second-order factor) 혹은 3차 요인(third-order factor)으로 표현된 4가지 개념들(고객중심 전략혁신, 고객중심 조직혁신, 고객중심 제품혁신, 고객중심 운영혁신)을 묶어서 4 차 요인(fourth-order factor)으로 고객중심 경영혁신 개념을 만들고, 이 고객중심 경영혁신 개념이 2차 요인으로표현된 고객행복에 미치는 영향을 조사하였다. 실증분석 결과 고객중심 경영혁신은 고객행복에 긍정적 영향을미친 것으로 나타났다. 구체적으로 2개의 고객중심 전략혁신 변수들(고객에게 다차원의 가치 제공, 고객화된솔루션 제공), 4개 고객중심 조직혁신 변수들(조직내 다양성 조성, 집단지성 활용, 종업원에 자율권 보장, 하이브리드 조직구조), 4개 고객중심 제품혁신 변수들(인간중심적 제품설계, 제품-서비스 통합설계, 제품컨버전스, 개방형 제품혁신), 그리고 2개 고객중심 운영혁신 변수들(고객중심으로 프로세스 변경, 고객중심적 정보시스템운영)이 고객중심 경영혁신을 구성하고, 이들이 고객행복에 유의한 긍정적 영향을 미친 것으로 나타났다.

Researches on the customer-centric management innovation seems to be quite primitive. Most of them are either conceptual or case-based with very few empirical studies. While the customer-centric management innovation has been widely discussed in the management consulting area for the past decade, the issue has not been tackled vigorously in the academic society. As a result, it is needed to build a firm theoretical framework on this issue. The purpose of this research is to explore key variables of customer-centric management innovation in terms of the following four dimensions - (1) strategic innovation, (2) organizational innovation, (3) product innovation, and (4) operational innovation; and to empirically investigate the influence of the customer-centric management innovation on customers' happiness which consists of economic, emotional, and meaningful happiness during all the phases of the customer activity cycle. This study focuses on establishing a theoretical foundation for the customer-centric management innovation. A hierarchical construct model was developed to derive the concept of customer-centric management innovation from the four different dimensions. The hierarchical construct model in this study proposes that customer-centric management innovation consists of the following four lower-order constructs: i) customer-centric strategic innovation which has also the two lower-order constructs such as offering multi-dimensional values and providing customized solutions to customers, ii) customer-centric organizational innovation with having the four lower-order constructs such as creating diversity within an organization, capitalizing on collective intelligence, guaranteeing employees’ discretionary autonomy, and organizing hybrid structure, iii) customer-centric product innovation with having the four lower-order constructs, i.e., designing human-centered product, designing integrated product and service, product convergence, and open product innovation, and iv) customer-centric operational innovation with the two lower-order constructs such as transforming into customer-oriented operational process and implementing customer-centric information system. This study hypothesized that the customer-centric management innovation with the four dimensions of customer-centric strategic innovation, customer-centric organizational innovation, customer-centric product innovation, and customer-centric operational innovation would have a positive influence on customer happiness. This study surveyed 250 manufacturing and information and communications technology(ICT) firms in Korea for an empirical analysis. This study employed SmartPLS to analyze the influence of the customer-centric management innovation on customer happiness. The analysis results revealed that the four dimensions of customer-centric management innovation were empirically validated to have a positive impact on customer happiness, which in turn resulted in firm performance in a positive way. This study has the following theoretical implications. First, this study proposes that the concept of customer-centric management innovation has multi-level constructs with a hierarchy. That is, this study describes the concept of customer-centric management innovation as the fourth-order construct with the multi-staged hierarchical structure consisting of several lower-order constructs. In addition, this study developed measurement items of the four specific ingredients of the customer-centric management innovation. Hence, this study can serve as a theoretical background of future studies. Second, the concept of customer happiness and its measurement items proposed in this study also seem to provide a theoretical background for future studies. Managerial implications of this research are as follows: This research revealed the impacts of the lower-order constructs of the customer-centric management innovation on customer happiness. Specifically, the two customer-centric product innovation constructs(i.e., open product innovation and designing customer-centered product) and the two customer-centric organizational innovation constructs(i.e., organizing hybrid structure and guaranteeing employees’ discretionary autonomy) have relatively more significant influence on customer happiness than other constructs in this study. On the other hand, the two customer-centric strategic innovation constructs, i.e., providing customized solution and offering multi-dimensional customer values, have relatively less influence on customer happiness. The results help firm managers prioritize the customer-centric management innovation constructs. It suggests firms to have more emphasis on product innovation and organizational innovation to be more customer-centric than strategic innovation. Firms would efficiently achieve their goals for customer happiness by considering these priorities.

본 연구는 상사의 변혁적 리더십이 구성원들의 주관적 경력성공 지각에 미치는 영향에 대해 살펴보았다. 또한 조직공정성의 세 가지 하위 유형이 변혁적 리더십과 주관적 경력성공간의 관계를 매개하는지에 대한 검증도 이루어졌다. 조직공정성은 분배공정성, 절차공정성, 상호작용공정성 등의 세 가지 하위 차원으로 구성되는데, 이들은 상위 차원의 조직공정성을 구축하면서도 각 개념간의 변별타당성과 주요 조직 관련 변인에 대한 차별적인 영향력이 지지되고 있다. 따라서 본 연구에서는 상사의 변혁적 리더십이 조직공정성에 미치는 영향을각 하위 차원별로 검증하였다. 연구 결과 변혁적 리더십, 주관적 경력성공, 분배공정성, 절차공정성, 상호작용공정성 상호간에 모두 정(+)의 상관관계가 나타났다. 위계적 회귀분석을 통한 매개효과 분석 결과는 다음과 같다. 분배공정성과 절차공정성은 변혁적 리더십이 주관적 경력성공에 미치는 영향을 유의하게 완전매개 하는것으로 나타났다. 반면, 상호작용공정성은 검증 방법에 따라 제한적(p < .10) 지지와 기각의 혼합된 결과가 나타났다. 보다 엄격한 검증을 추구하는 의미에서 변혁적 리더십이 주관적 경력성공에 미치는 영향을 매개하는상호작용공정성의 효과는 기각되었다. 이러한 연구결과를 바탕으로 연구의 이론적 의의와 실무적 시사점, 제한점, 그리고 추후 연구방향에 대하여 논하였다.

This study investigated the influence of transformational leadership on the employees’ perception of subjective career success. Also, mediating effect of organizational justice has been verified through mediation analysis between transformational leadership and subjective career success. Organizational justice can be divided into three closely related but conceptually and statistically discrete dimensions. They are distributed justice, procedural justice and interactional justice. For these three types organizational justice, many studies support similar but different influences on many organizational variables. Accordingly, this study investigated each mediating effect of these three dimensions between transformational leadership and subjective career success. Based on literature review about the variables in the research model, hypotheses were derived as followings: H1. Transformational leadership will positively affect subjective career success. H2. Transformational leadership will positively affect organizational justice. H2-1. Transformational leadership will positively affect distributive justice. H2-2. Transformational leadership will positively affect procedural justice. H2-3. Transformational leadership will positively affect interactional justice. H3. Organizational justice will positively affect subjective career success. H3-1. Distributive justice will positively affect subjective career success. H3-2. Procedural justice will positively affect subjective career success. H3-3. Interactional justice will positively affect subjective career success. H4. Organizational justice will mediate the effect from transformational leadership to subjective career success. H4-1. Distributive justice will mediate the effect from transformational leadership to subjective career success. H4-2. Procedural justice will mediate the effect from transformational leadership to subjective career success. H4-3. Interactional justice will mediate the effect from transformational leadership to subjective career success. The data was collected by web-based survey from employees who are with several Korean companies located in Seoul and Gyeonggi-do province. The analysis showed positive significant correlation among transformational leadership, subjective career success, distributed justice, procedural justice and interactional justice. Mediation analysis supported significant mediating effects for distributive and procedural justice. For interactional justice, however, mediating effect was just marginally (p < .10) supported by Sobel Test and rejected by Bootstrapping Test. For the purpose of pursuing more robust research, mediating effect of interactional justice was rejected. Based on the results of the analysis, implications, limitations and suggestions for future research were discussed.

본 연구는 스마트 영상보안감시 시스템의 서비스 품질이 사용자의 심리적 안정과 고객만족, 나아가 지속적사용의도에 미치는 영향을 규명할 목적으로 마트 영상보안감시 시스템을 이용한 경험이 있는 직원을 대상으로조사한 자료를 사용하여 분석하였다. 분석 결과, 스마트 영상보안감시 시스템의 기능적 서비스 품질의 신뢰성, 확신성, 유형성, 대응성, 공감성 요인은 심리적 안정과 고객 만족에 유의하지 않는 것으로 나타나 스마트 영상보안감시 시스템의 기능적 서비스 품질이 고객의 심리적 안정 및 고객 만족에는 영향을 미치지 못하였으나, 기술적 서비스 품질은 심리적 안정과 고객만족에 부분적으로 유의한 영향이 있음을 확인하였다. 또한 스마트 영상보안감시 시스템의 서비스품질에 따른 심리적 안정, 고객만족은 지속적 사용의도에 유의한 영향이 있는 것으로 나타났으며, 특히 고객만족은 심리적 안정과 지속적 사용의도 간의 관계에서 유의한 매개 역할이 존재하는 것으로 나타났다

This thesis is focused on how the users" mental stability and satisfaction would affect on the users" continuous use intention of the smart video surveillance system. For that purpose, I studied the degree of satisfaction in the quality of management and system (functional) service of private smart video surveillance system users, according to SERVQUAL"s five dimensions: reliability, assurance, tangibility, empathy, and responsiveness. As a result of the hypothesis of this research model, the management service has been proved to be disqualified in SERVQUAL"s all five dimensions, and assurance and responsiveness of the system service to be effective to the users" continuous use intention. This research has revealed that the provider of the smart video surveillance system has to focus not on the management services, but on the hardware aspects. With this, developing products optimized for more responsiveness and assurance and surveying the consumers" response will be necessary for the provider to develop more competitive security system and to decrease the customer desertion rate.

본 연구에서는 상사의 이직의도가 부하의 이직의도에 미치는 영향과 상사의 이직의도와 부하의 이직의도 사이의 관계에 미치는 상사-부하관계(LMX)와 조직지원인식(POS)의 상호작용효과를 조사하였다. 자료 수집을 위하여 상사의 이직의도를 측정하기 위한 상사용 설문지와 부하의 이직의도 및 관련 변수를 측정하기 위한 부하용 설문지를 구성하였으며 상사 1명 당 부하 1명을 쌍으로 연결하여 설문을 진행했다. 일반 영리기업에 다니는직원을 대상으로 설문을 진행한 결과 총 107쌍의 설문이 자료 분석의 대상이 되었다. 먼저 상사의 이직의도가부하의 이직의도에 정(+)의 영향을 미침을 확인하였다. 또한, 상사-부하관계(LMX)의 질이 높을수록 상사의 이직의도가 부하의 이직의도에 더 강한 영향을 미치는 것을 확인하였다. 나아가 상사-부하관계의 질에 의해 조절되는 상사와 부하의 이직의도 관계가 조직지원인식에 의하여 또한 조절됨을 확인하였다. 구체적으로, 조직지원인식을 낮은 수준으로 지각하고, 상사-부하관계의 질이 높을 때 상사의 이직의도가 부하의 이직의도에 미치는영향이 가장 강한 것으로 확인되었다. 연구결과 및 시사점과 함께 향후 연구 과제를 논의하였다.

Employee turnover increases costs of selection and training, and causes adverse effects on organizational effectiveness. Researchers have examined antecedents and processes of employee turnover and have attempted to find factors that prevent employees from leaving their organizations. The present study investigated how supervisors’ turnover intention would influence subordinates' turnover intention and how Leader-Member Exchange Perceived Organization Support would moderate the relationship between supervisor and employee turnover intention. The data for the study were collected through a paper-based survey toward 300 pairs of employees in private companies located in South Korea (each supervisor was paired with a subordinate). In total, 107 paired survey respnoses were collected and used for data analyses. The results were provided such that there was a positive relationship between supervisor turnover intention and employee turnover intention. This suggested the positive moderating effects of LMX on the supervisor-employee turnover intention relationship, while there was no significant moderating effects of POS. This positive relationship was found to be stronger when LMX was higher. Finally, when the three-way interactive effects of supervisor turnover intention, LMX, and POS on employee turnover intention was examined, it was found that the supervisor-employee turnover intention relationship was strongest when LMX was higher and POS was lower. This study contributes to the current literature by shedding light on how supervisors’ turnover intention coupling with employees’ social exchange relationships on the job would jointly influence their own turnover intention, based on theoretical foundations of social exchange and social information theory. As practical contributions, first, given the effects of supervisor turnover intention on employee turnover intention, companies which desire to reduce employee turnover intention might need to reduce supervisor turnover intention. Our results also provide an interesting solution to prevent supervisor turnover intention from affecting employee turnover intention. When POS was high, supervisor turnover intention was found to be not a significant determinant of employee turnover intention. This suggests that, even when supervisors intended to quit their job, companies may keep employee turnover intention to be low as long as having those employees develop a good relationship with their organizations. This study explains process how supervisor's intention(or attitude) affects subordinate's intention(or attitude), based on SIP(Social Information Processing Theory), and examines two-way interaction between Supervisor's turnover intention and LMX(Leader-Member Exchange), further, three-way interaction between supervisor's turnover intention, LMX and POS(Perceived Organization Support).

본 연구는 서비스 종사원들의 직무 만족의 성과에 관한 연구로, 고객지향성과 직무성과인 고객만족도와 직무수행성 등과의 구조적 관계를 확인하였다. 금융, 보험, 유통 등과 같은 일반 서비스 종사원들과 의료 및 교육서비스에 종사하고 있는 종사원들을 대상으로 설문조사하였다. 분석결과, 서비스 종사원들의 직무 만족은 고객지향성에 긍정적 영향을 미칠 뿐만 아니라 고객만족도와 직무수행성 등과 같은 직무성과 요인 모두에 긍정적영향을 미치는 것으로 확인되었다. 서비스 종사원들의 직무에 대한 만족은 고객지향성을 통해 고객만족과 직무수행성 등과 같은 직무성과에 간접적 영향을 미칠 뿐만 아니라 직접적인 영향도 미친다는 것이 확인되어, 이후 서비스 종사원들의 직무 만족을 향상시킬 수 있는 방안을 고민하는 것이 서비스 기업의 성과 향상을 위해서매우 중요한 과업이라는 사실을 확인할 수 있었다. 이 이외에도 본 연구의 한계와 향후 연구에 대한 제안 등이논의되었다.

As the differentiation of products has decreased, the importance of customer satisfaction in service has been more emphasized. This study focuses on the effect of service employee’s job satisfaction on the job performances. Research was conducted on general service employees who engaged in finance, insurance and distribution as well as employees who engaged in medical care and educational service. It was found that overall satisfaction of service staff had a positive influence not only on customer orientation but also on job outcome factors. it was shown that overall satisfaction of service staff with their job had not only indirect influence but also direct influence on job outcome through customer orientation, and therefore. This research revealed that it would be possible to motivate employees by raising their job satisfaction through an analysis of influence on emotional labor, emotional exhaustion and job stress of service staff and that from the administrative aspect, improvement of quality of products and service through internal marketing of service staff would ultimately improve not only customer satisfaction but also results of the company.