Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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The Effect of HR Department's Strategic Role and IS Utilizing Capability on Customer Relationship Competency

인사관리부서의 전략적 참여 및 IS 활용능력이 대고객 역량에 미치는 효과

  • Han, Su-Jin (Department of Business Administration, Hoseo University) ;
  • Kang, So-Ra (Division of Entrepreneurship, Hoseo University) ;
  • Kim, Yoo-Jung (Division of Entrepreneurship, Hoseo University)
  • Received : 2011.10.20
  • Accepted : 2011.12.13
  • Published : 2011.12.31
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Abstract

Even though many studies have showed that competence is positively related to organizational performance, few studies have attempted to find out the process of competency - performance. This study focuses on the organizational factors to explore their effect on the competence of customer relationship. Based on the data collected by KRIVET and the Ministry of employment and labor, strategic role of HR department and information systems are examined. As well human resource competency is investigated as a mediating variable. This study used surveys targeting department managers and executive members in firms and sample size was 1086 after cleaning the dataset by deleting all the cases with many missing values. The findings show that strategic role of HR department and information system has an influence on human resource competency, significantly. In addition, the human resource competency affect customer relationship competency, positively. Implications and directions for future research are discussed.

본 논문에서는 급격히 변화하는 환경에서 생존하기 위한 기업 역량의 영향요인들을 전략적 인적자원관리의 관점을 통하여 해석하였다. 역량 중심의 전략적 인적자원관리에서는 인적자원역량을 증대하기 위하여 인적자원관리(HRM)와 기업전략과의 연계를 통한 학습기반의 형성이 중요함을 언급하고 있다. 본 논문에서는 기업 경쟁우위의 핵심 결정요소인 기업역량 구축 과정을 인적자원역량과 대 고객 역량과의 연계과정으로 실증 검증하였다. 본 연구는 직업능력개발원의 인적 자본 기업패널자료 2차년도 데이터를 기반으로 분석하였으며, 가설검증을 위하여 구조방정식 모형을 이용하였다. 분석 결과, 인사부서의 전략적 참여와 정보시스템(IS) 활용능력은 인적자원역량에 모두 유의한 수준에서 긍정적인 영향을 미치고 있었으며, 인적자원역량은 대 고객 역량에 매우 유의한 영향을 주는 것으로 검증되었다. 이상의 연구결과를 바탕으로 연구의 논의와 시사점을 제시하였다.

Keywords

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