한국생활과학회지 (Korean Journal of Human Ecology)

  • 제23권5호
  • /
  • Pages.773-787
  • /
  • 2014
  • /
  • 1226-0851(pISSN)
  • /
  • 2234-3768(eISSN)
한국생활과학회 (Korean Association of Human Ecology)
권호 표지
DOI QR코드

DOI QR Code

건강가정지원센터 종사자가 경험하는 작업사건이 서비스 질에 미치는 영향: 정서반응과 직무만족의 매개효과

The effects which work events were experienced by employees on the service quality in local healthy family support center: mediating effect of affective reaction and job satisfaction

  • 신용석 (성균관대학교 대학원 사회복지학과) ;
  • 강태인 (성균관대학교 대학원 사회복지학과) ;
  • 윤성은 (성균관대학교 대학원 사회복지학과)
  • Shin, Yong Seok (Dept. of Social Welfare for Sungkyunkwan Graduate School) ;
  • Kang, Tae In (Dept. of Social Welfare for Sungkyunkwan Graduate School) ;
  • Yun, Sung Eun (Dept. of Social Welfare for Sungkyunkwan Graduate School)
  • 투고 : 2014.08.27
  • 심사 : 2014.10.20
  • 발행 : 2014.10.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purposes of this study were to examine effects which work events and affective reaction were experienced by employees on job satisfaction and service quality in local healthy family support center for family health enhancement. For the purpose, survey were conducted with employees working in 56 local healthy family support centers in Seoul and Gyeonggi region, and final data were resulted from analysis of 319 examines of those employees. The results of this study were as follows. First, work events had a significant effect on the affective reaction. Second, affective reaction had a significant effect on the job satisfaction. Third, job satisfaction had a significant effect on the service quality. Fourth, affective reaction worked as mediators between the work events and job satisfaction, affective reaction and job satisfaction worked as double mediators between work events and service quality. Based on those findings, we can propose practical and political implications towards improving service quality considering the work experience of personnel in the healthy family support center.

키워드

참고문헌

  1. Ashkanasy, N. M., & Daus, C. S. (2002). Emotion in the workplace: The new challenge for managers. The Academy of Management Executive, 16(1), 76-86. https://doi.org/10.5465/AME.2002.6640191
  2. Ashkanasy, N. M., Hartel, C. E. J., & Daus, C. S. (2002). Diversity and emotion: the new frontiers in organizational behavior research. Journal of Management, 28(3), 307-338.
  3. Basch, J., & Fisher, C. D. (2000). Affective events-emotions matrix: a classification of work events and associated emotions. In N. M. Ashkanasy, C. E. J. Hartel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory and practice (pp. 36-48). Westport, Connecticut, London: Quorum Books.
  4. Brayfield, A. H., & Rothe, H. F. (1951). An index of job satisfaction. Journal of applied psychology, 35(5), 307. https://doi.org/10.1037/h0055617
  5. Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual review of psychology, 53(1), 279-307. https://doi.org/10.1146/annurev.psych.53.100901.135156
  6. Browne, M. W., & Cudeck, R., (1993). Alternative ways of assessing model fit. Sociological Methods Research. 21(2): 230-258.
  7. Cha, M. J. (2007). Influence of Job and Organization related Factors on Job Satisfaction: Mediating Effect of Professional Identity of Social Workers in Senior Welfare Facilities. unpublished master's thesis, Catholic University of Deagu, Korea.
  8. Chun, E. Y. (2004). The Effect of Organizational Justice in relation between Affective events and Emotions. unpublished master's thesis, Korea University, Seoul, Korea.
  9. Cole, M. S., Bruch, H., & Vogel, B. (2006). Emotion as mediators of the relations between perceived supervisor support and psychological hardiness on employee cynicism. Journal of Organizational Behavior, 27(4), 463-484. https://doi.org/10.1002/job.381
  10. Connolly, J. J., & Viswesvaran, C. (2000). The role of affectivity in job satisfaction: A meta-analysis. Personality and individual differences, 29(2), 265-281. https://doi.org/10.1016/S0191-8869(99)00192-0
  11. Fisher, C. D. (2000). Mood and emotion while working: Missing pieces of job satisfaction. Journal of Organizational Behavior, 21(2). 125-139.
  12. Fisher, C. D. (2002). Antecedents and consequences of real-time affective reactions at work. Motivation and Emotion, 26(1), 3-30. https://doi.org/10.1023/A:1015190007468
  13. Frijda, N. H. (1993). Moods, emotion episodes and emotions. In M. Lewis & J. M. Haviland (Eds.), Handbook of emotions (pp. 381-403). New York: Guilford.
  14. Go, S. J. (2005). The Determinants of Job Satisfaction and Organizational Commitment for the Social Welfare Professional. unpublished doctoral dissertation, Yeungnam University, Gyeongbuk, Korea.
  15. Grandey, A. A., Tam, A. P., & Brauburger, A. L. (2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and emotion, 26(1), 31-55. https://doi.org/10.1023/A:1015142124306
  16. Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
  17. Hong, S. H. (2000). The Criteria for Selecting Appropriate Fit Indices in Structural Equation Modeling and Their Rationales. The Korean Psychological Association. 19(1): 161-177.
  18. Ilies, R., & Judge, T. A. (2002). Understanding the dynamic relationships among personality, mood, and job satisfaction: A field experience sampling study. Organizational behavior and human decision processes, 89(2), 1119-1139. https://doi.org/10.1016/S0749-5978(02)00018-3
  19. Jhi, S. D. (2013). A study on the job satisfaction by mediating of emotional labor : focused on employees of senior center in Seoul. unpublished doctoral dissertation, Chung-Ang University, Seoul, Korea.
  20. Jin, W. G. (2012). The Impact of Formal Caregivers' Organizational Commitment on Service Quality in Nursing Homes: Mediating Role of Job satisfaction. unpublished doctoral dissertation. Honam University. Gwangju, Korea.
  21. Judge, T. A., & Ilies, R. (2004). Affect and job satisfaction: a study of their relationship at work and at home. Journal of Applied Psychology, 89(4), 661. https://doi.org/10.1037/0021-9010.89.4.661
  22. Jung, S. K. (2010). The Effect of Worker' Job Satisfaction on Service Quality in Multicultural Family Support Center. unpublished master's thesis. Myongji University. Gyeonggi, Korea.
  23. Korea Industrial Relations Association (2013). A comparative study of labor market indicators in OECD countries. Korea Industrial Relations Association. Retrieved August 11, 2014, from http://www.klera.or.kr
  24. Kettner, P. M., Moroney, R. M., & Martin, L. L. (2012). Designing and Managing Programs: An Effectiveness-Based Approach: An Effectiveness-Based Approach. Sage.
  25. Kim, M. D. (2008). A Study on the Determinants of Service Quality in Welfare Institutions for the Handicapped: Focused on the Socialization of Institution. unpublished doctoral dissertation. Hanyang University. Seoul Korea.
  26. Kim, M. H. (2000). The study on the effect of hotel restaurant employee's satisfaction on their jobs to the quality of the service. unpublished master's thesis. Jeju University. Jeju, Korea.
  27. Lam, W., & Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31(1), 3-11. https://doi.org/10.1016/j.ijhm.2011.04.009
  28. Lee, H. H., Kim, E. J., & Lee, M. G. (2003). A Validation Study of Korea Positive and Negative Affect Schedule: The PANAS Scales. The Korean Journal of Clinical Psychology 22(4), 935-946.
  29. Lee, T. K. (2007). A study on relationship between emotion labor and job satisfaction of social welfare worker. unpublished master's thesis, Daegu University, Daegu, Korea.
  30. Locke, E. A. (1969). What is job satisfaction?. Organizational behavior and human performance, 4(4), 309-336. https://doi.org/10.1016/0030-5073(69)90013-0
  31. Oh, J. Y. (2008). The Effect of Leadership types and Person-Supervisor Fit on Employee' Affective Reactions. unpublished master's thesis, Hallym University, Gangwon, Korea.
  32. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
  33. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
  34. Park, S. H. (2009). A Study on the job satisfaction and the turnover of the supporters at the Healthy Family Support Center. unpublished master's thesis, Kwangwoon University, Seoul, Korea.
  35. Park. K. S. (2012). A Study on the Effects of Emotional Labor on Job Stress and Job Satisfaction of Social Welfare Workers. unpublished master's thesis, KonKuk University, Seoul, Korea.
  36. Pirola-Merlo, A., Hartel, C., Mann, L., & Hirst, G. (2002). How leaders influence the impact of affective events on team climate and performance in R&D teams. The Leadership Quarterly, 13(5), 561-581. https://doi.org/10.1016/S1048-9843(02)00144-3
  37. Pyon, H. S. (2002). A study on the influence of internal customer's satisfaction on service quality. unpublished master's thesis. Jeju University. Jeju, Korea.
  38. Schlett, C., & Ziegler, R. (2014). Job emotions and job cognitions as determinants of job satisfaction: The moderating role of individual differences in need for affect. Journal of Vocational Behavior, 84(1), 74-89. https://doi.org/10.1016/j.jvb.2013.11.005
  39. Seo, D. M. (2013). The survey on the labor conditions of social worker in Seoul. Retrieved August 11, 2014, from http://dfscenter.welfare.seoul.kr/control/ pds/download. jsp?boardNo=120&seqNo=1)
  40. Shaver, P., Schwartz, J., Kirson, D., & O'connor, C. (1987). Emotion knowledge: further exploration of a prototype approach. Journal of personality and social psychology, 52(6), 1061. https://doi.org/10.1037/0022-3514.52.6.1061
  41. Shin, H. S. (2005). The Impacts on the Service Quality of a Living Facility for the Disabled of the Empowerment of Living Rehabilitation Teachers. unpublished doctoral dissertation, Daegu University, Daegu, Korea.
  42. Shin, J. H. & Kim, J. W. (2013). Mediating Effect of Emotional Dissonance and Moderating Effect of Emotional Leadership in the Relationship between Social Worker's Emotional Labvor and Non-Task Behaviors. Korean Journal of Social Welfare, 65(4), 137-163.
  43. Shrout, P. E., & Bolger, N. (2002). Mediation in experimental and nonexperimental studies: new procedures and recommendations. Psychological methods, 7(4), 422. https://doi.org/10.1037/1082-989X.7.4.422
  44. Watson, D., & Slack, A. K. (1993). General factors of affective temperament and their relation to job satisfaction over time. Organizational Behavior and Human Decision Processes, 54(2), 181-202. https://doi.org/10.1006/obhd.1993.1009
  45. Watson, D., Clark, L. A., & Tellegen, A. (1988). Development of brief measures of positive and negative affect: The PANAS scale. Journal of Personality and Social Psychology, 54, 1063-1070. https://doi.org/10.1037/0022-3514.54.6.1063
  46. Wegge, J., Dick, R. V., Fisher, G. K., West, M. A., & Dawson, J. F. (2006). A Test of Basic Assumptions of Affective Events Theory (AET) in Call Centre Work1. British Journal of Management, 17(3), 237-254. https://doi.org/10.1111/j.1467-8551.2006.00489.x
  47. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequence of affective experiences at work. In: Staw, B.M., Cummings, L.L. (Eds.), Research in Organizational Behavior. JAI Press Inc., pp.1-74.
  48. Weiss, H. M., Nicholas, J. P., & Daus, C. S. (1999). An examination of the joint effects of affective experiences and job beliefs on job satisfaction and variations in affective experiences over time. Organizational behavior and human decision processes, 78(1), 1-24. https://doi.org/10.1006/obhd.1999.2824

피인용 문헌

  1. Factors Influencing Turnover Intention in Clinical Nurses: Affective Events, Affect, and Job Satisfaction vol.10, pp.10, 2014, https://doi.org/10.15207/jkcs.2019.10.10.291