디지털융복합연구 (Journal of Digital Convergence)

  • 제14권10호
  • /
  • Pages.129-136
  • /
  • 2016
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

사회적지원이 융복합서비스산업 종사자의 조직몰입과 서비스품질에 미치는 영향

Effect of social support on the organizational commitment and the service quality of the labors in the convergence service industry

  • 이자현 (호서대학교 벤처대학원 정보경영학과) ;
  • 양해술 (호서대학교 벤처대학원 정보경영학과)
  • Lee, Ja-Hyun (Dept. of Information Management, Graduate School of Venture, Hoseo University) ;
  • Yang, Hae-Sool (Dept. of Information Management, Graduate School of Venture, Hoseo University)
  • 투고 : 2016.09.01
  • 심사 : 2016.10.20
  • 발행 : 2016.10.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구는 융복합서비스산업 종사자들을 대상으로 사회적지원이 융복합서비스산업 종사자의 조직몰입 및 서비스품질에 미치는 영향을 탐구하는데 그 목적이 있다. 본 연구를 위한 자료는 서울시와 수도권 소재 20개 중소기업에 종사하는 233명의 융복합서비스산업 종사자들로부터 질문지를 활용하여 수집하였다. 주된 자료 분석은 구조방정식모형분석기법을 사용하였다. 단계적 회귀분석방법을 통한 연구 분석 결과 사회적지원의 측정변수인 동료의 지원과 상사의 지원은 융복합서비스산업 종사자의 조직몰입에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 또한, 동료의 지원과 상사의 지원을 거친 조직몰입이 서비스품질에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 즉, 조직구성원간의 관계 지향적 지원감독이 조직몰입과 서비스 품질에 영향을 주는 것으로 나타났다. 이상의 연구결과를 통해 이론적 실증적 함의를 논의하고 향후 연구 과제를 제시하였다.

This study aims to explore the influence of the social support services that have an effect on the organizational commitment and service quality of the labors working in the convergence service industry. Data for this study were collected from 233 labors working in the convergence service industry;20 smaller businesses located in Seoul and the metropolitan area. Structural equation modeling analysis method was performed for analyzing key data. As a study result, support of seniors and colleague, which is regarded as the variable of social support, had a significant positive effect on organizational commitment of the labors working in the convergence service industry. It also had a significant positive effect on the service quality that organizational commitment went through the support of the seniors and colleagues. I discussed theoretical and empirical implications with these findings and described the future research.

키워드

참고문헌

  1. Kirkman, B. L. and Rosen, B. "Beyond self-management: Antecedents and consequences of team empowerment," Academy of Management Journal, Vol.42 No1, pp. 58-74, 1999. https://doi.org/10.2307/256874
  2. Mathieu, J. E. and Zajac, D. M. "A review and meta-analysis of the antecedents, correlates and consequences of organizational commitment," Psychological Bulletin, 108, pp. 171-194, 1990. https://doi.org/10.1037/0033-2909.108.2.171
  3. N. K. Lee, "The Machine Tool Genome Project",The Korean Society of Manufacturing Technology Engineers, Vol. 3 No 30, pp. 28. 2011.
  4. S. Y. Min, "SW Quality of Convergence Product: Char acter istics, Improvement Strategies andAlternatives", Journal of the Korea Convergence Society for SMB, Vol. 1 No. 1, pp. 19-28, 2011.
  5. S. Y. Min, "SW Quality of Convergence Product: Characteristics, Improvement Strategies and Alternatives", Journal of the Korea Convergence Society for SMB, Vol. 1 No. 1, pp. 19-28, 2011.
  6. Weiss, R. S. "The study of loneliness. In R. S. Weiss (ED), Loneliness" The experience of emotional and social isolation, Cambridge, M. A: Mit Press, 1974.
  7. K.Y.Ji, "The Effect of Service Quality on Organizational Support and Job Satisfaction in Hotel Industry", The Korea Society of Digital Policy and Management, Vol.10 No.10, pp353-362, 2012.
  8. Beehr, T. A. "The role of social support in coping with organizational stress: In Beehr, " T. A. & Bhagat, R. S(Eds), Human stress and coping in organization: An integrated perspective, John Willy & Sons, pp. 375-398, 1985.
  9. Morris, J. H. and Sherman, J. D. " Generalizability of an organizational commitment model," Academy of Management Journal, Vol. 24 No. 1, pp. 512-526 1981. https://doi.org/10.2307/255572
  10. DeCotiis, T. A. Summer, T. P. Path analysis of a model of the antecedents and consequences of organizational commitment, Human Relations, Vol.40 No 7, pp. 445-470 , 1987. https://doi.org/10.1177/001872678704000704
  11. Mathieu, J. E. Zajac, D. M. "A review and meta-analysis of the antecedents, correlates and consequences of organizational commitment," Psychological Bulletin, 108, pp. 171-194, 1990. https://doi.org/10.1037/0033-2909.108.2.171
  12. Ko, J. W. Price, J. L. and Melluer, C. W. "Assessment of Mayer and Allen's three component model of organizational commitment in South Korea," Journal of Applied Psychology, 82, pp. 961-973, 1997. https://doi.org/10.1037/0021-9010.82.6.961
  13. H. C. Kho, "A study on dual commitment of R&D professionals:focused on organizational commitment and career commitment", Dept, of Sociology The Greaduate School Yonsei university, 2003.
  14. Simon, H. A. and March, J. C, Organization, New York, John Willey & Sons, Inc, 1958.
  15. Porter, L. W. Steers, R. M. Mowday, R. T. and Boulian, P. V. "Organizational commitment, job satisfaction, and turnover among psychiatric technicians," Journal of Applied Psychology, 59, pp. 603-609,1974. https://doi.org/10.1037/h0037335
  16. Steers, R. M, "Antecedents and outcomes of organizational commitment," Administrative Science Quarterly, 22, pp. 46-56,1977. https://doi.org/10.2307/2391745
  17. B.J.Lee, "Effects of authentic leadership on organizational commitment for employees", The Korea Society of Digital Policy and Management, Vol.11 No.8 pp75-93, 2014.
  18. Eisenberger, R., Huntington, R., Huntchinson, S. and Sowa. D, "Perceived organizational support," Journal of Applied Psychology, Vol.71 N0.3, pp. 500-507, 1986. https://doi.org/10.1037/0021-9010.71.3.500
  19. Congram, C. C. and Frieddman, M. L, "The quality-leadership connection in service business", American Management Association, N.Y, pp. 3-19, 1991.
  20. Schneider, B. and D. Bowen, op. cit, 1995.
  21. Meyer, J. P. and N. J. Allen, Commitment in the workplace: Theory, research, and application, Thousand Oaks, California: Sage Publications, 1997.
  22. Spector, P. E, Job satisfaction: Application, assessment, causes, and consequences. Thousand Oaks, CA: Sage Publications, 1997.
  23. Mukherjee. A. and Malhotra. N, op. cit, 2006.
  24. Lewis, R. C. and Brooms, B. H, "The marketing aspects of service quality, in Berry, L. Shostack, G & Upah, G.(Eds.), Emerging Perspectives on Service Marketing," Chicago: AMA, pp. 97-107, 1983.
  25. Johnson, R., "A framework for developing a quality strategy in a customer processing operation," International Journal of Quality and Reliability Management, Vol. 16 No. 4, pp.37-46, 1987.
  26. Zeithaml, V. A., "Consumer perceptions of quality and value: A means-end model and synthesis of evidence," Journal of Marketing, 52 pp.32-40, 1988.
  27. H.Y. Park, "A Study on the Structural Impact of Job Stress on the Organizational Commitment and Customer Oriented Boundary Spanning Behavior of Hospital Employees", The Korea Society of Digital Policy and Management, Vol.11,No.11, pp.603-611, 2013
  28. Parasuraman, A., Zeithaml, V. A. and Berry, L. L., op. cit., 1988.