DOI QR코드

DOI QR Code

무형식 학습과 긍정심리자본이 직무만족 및 고객지향성에 미치는 영향

Effects of Informal Learning and Positive Psychological Capital on Job Satisfaction and Customer orientation

  • 김준환 (성결대학교 파이데이아학부)
  • 투고 : 2017.10.12
  • 심사 : 2017.12.20
  • 발행 : 2017.12.28

초록

영업사원에 관한 기존의 연구들은 주로 성과 등을 통한 영업사원의 만족이나 커뮤니케이션 증대 등을 통한 영업 방식에 중점을 두었다. 본 연구는 IT 영업사원의 무형식 학습과 긍정심리자본이 직무만족 및 고객지향성 간에 대하여 어떻게 영향을 미치는가를 검증하는데 그 목적이 있다. 이를 위해 3개 회사를 선정하여 159명의 IT 영업사원으로부터 자료를 수집하고 구조방정식모형 (SEM)으로 분석하였다. 연구결과, IT 영업사원의 무형식 학습은 긍정심리자본과 유의한 정적 관계가 있는 것으로 나타났다. 긍정심리자본과 직무만족 및 고객지향성도 모두 유의한 관계가 있는 것으로 나타났다. 또한 매개효과를 확인하기 위해 부트스트래핑으로 분석한 결과, 긍정심리자본은 무형식 학습과 직무만족 및 고객지향성 간의 관계에 대하여 매개효과를 가지는 것으로 나타났다. 이러한 연구의 결과는 긍정심리학으로 기반으로 한 무형식 학습을 개발하고, 이를 반영하여 직무만족 및 고객지향성을 강화할 수 있는 필요가 있다는 것을 함의한다.

Previous studies on salesperson's performance have concentrated on increasing job satisfaction through compensations and benefits or effective communication processes and have not sufficiently considered the emotional aspect of salesperson's selling behaviors. The purpose of this study is to investigate informal learning and positive psychological capital on the relationship between job satisfaction and customer orientation of IT salespeople. Data were collected from 159 IT salespeople and analyzed by structural equation modeling (SEM). As a result, it was found that the informal learning of IT salesperson had a significantly positive impact on positive psychological capital. Positive psychological capital was significantly affect on job satisfaction and customer orientation. Positive psychological capital mediated the relationship between informal learning and job satisfaction/customer orientation. The results of this study suggest that there is a need to develop informal learning based on positive psychology and to strengthen the reflected job satisfaction and customer orientation.

키워드

참고문헌

  1. G. Hernez-Broome, R. L. Hughes, "Leadership Development: Past, Present, and Fture", People and Strategy, Vol. 27, No. 1, pp. 24-32, 2004.
  2. J. B. Avey, F. Luthans, S. M. Jensen, "Psychological Capital: A Positive Resource for Combating Employee Stress and Turnover", Human resource management, Vol. 48, No. 5, pp. 677-693, 2009. https://doi.org/10.1002/hrm.20294
  3. V. J. Marsick, K. Watkins, "Informal and Incidental Learning in the Workplace (Routledge Revivals)", Routledge, 2015.
  4. F. Luthans, C. M. Youssef, "Emerging Positive Organizational Behavior", Journal of Management, Vol. 33, No. 3, pp. 321-349, 2007. https://doi.org/10.1177/0149206307300814
  5. C. R. Snyder, "Handbook of Hope: Theory, Measures, and Applications", Academic Press, 2000.
  6. F. Luthans, "Positive Organizational Behavior: Developing and Managing Psychological Strengths", The Academy of Management Executive, Vol. 16, No. 1, pp. 57-72, 2002. https://doi.org/10.5465/AME.2002.6640181
  7. A. D. Ellinger, "Contextual Factors Influencing Informal Learning in a Workplace Setting: The Case of Reinventing itself Company", Human Resource Development Quarterly, Vol. 16, No. 3, pp. 389-415, 2005. https://doi.org/10.1002/hrdq.1145
  8. M. Eraut, "Informal Learning in the Workplace", Studies in Continuing Education, Vol. 26, No. 2, pp. 247-273, 2004. https://doi.org/10.1080/158037042000225245
  9. M. E. Seligman, "What is the Good Life", APA Monitor, Vol. 29, No. 10, pp. 1-3, 1998.
  10. Jr O. C. Walker, Jr G. A. Churchill, N. M. Ford, "Motivation and Performance in Industrial Selling: Present Knowledge and Needed Research", Journal of Marketing Research, Vol. 14, No. 2, pp. 156-168, 1977. https://doi.org/10.2307/3150465
  11. S. P. Brown, R. A. Peterson, "The Effect of Effort on Sales Performance and Job Satisfaction", Journal of Marketing, Vol. 2, No. 9, pp. 70-80, 1994.
  12. J. B. Avey, F. Luthans, R. M. Smith, N. F. Palmer, "Impact of Positive Psychological Capital on Employee Well-being over Time", Journal of Occupational Health Psychology, Vol. 15, No. 1, pp. 17-28, 2010. https://doi.org/10.1037/a0016998
  13. J. B. Avey, F. Luthans, C. M. Youssef, "The Additive Value of Positive Psychological Capital in Predicting Work Attitudes and Behaviors", Journal of Management, Vol. 36, No. 2, pp. 430-452, 2010. https://doi.org/10.1177/0149206308329961
  14. S. Y. Bae, S. H. Kim, "Analysis of Convergent Influence of Self Efficacy, Job Characteristics and Occupational Stress on Job Satisfaction among Hospital Administrative Staff", Journal of Digital Convergence, Vol. 15, No. 7, pp. 239-246, 2017. https://doi.org/10.14400/JDC.2017.15.7.239
  15. S. K. Yang, E. Jeong, "Convergence Effects of Positive psychological capital and Self-leadership in Clinical Nurses on Job satisfaction", Journal of Digital Convergence, Vol. 15, No. 6, pp. 329-337, 2017. https://doi.org/10.14400/JDC.2017.15.1.329
  16. J. M. George, A. P. Brief, "Feeling Good-doing Good: a Conceptual Analysis of the Mood at Work-organizational Spontaneity Relationship", Psychological Bulletin, Vol. 112, No. 2, pp. 310-329, 1992. https://doi.org/10.1037/0033-2909.112.2.310
  17. F. Luthans, S. M. Norman, B. J. Avolio, J. B. Avey, "The Mediating Role of Psychological Capital in the Supportive Organizational Climate-Employee Performance Relationship", Journal of Organizational Behavior, Vol. 29, No. 2, pp. 219-238, 2008. https://doi.org/10.1002/job.507
  18. T. J. Brown, J. C. Mowen, D. T. Donavan, J. W. Licata, "The Customer Orientation of Service Workers: Personality Trait effects on Self-and Supervisor Performance Ratings", Journal of Marketing Research, Vol. 39, No. 1, pp. 110-119, 2002. https://doi.org/10.1509/jmkr.39.1.110.18928
  19. R. M. Stock, W. D. Hoyer, "An Attitude-behavior Model of Salespeople's Customer Orientation", Journal of the Academy of Marketing Science, Vol. 33, No. 4, pp. 536-552, 2005. https://doi.org/10.1177/0092070305276368
  20. S. Román, D. Iacobucci, "Antecedents and Consequences of Adaptive Selling Confidence and Behavior: a Dyadic Analysis of Salespeople and their Customers", Journal of the Academy of Marketing Science, Vol. 38, No. 3, pp. 363-382, 2010. https://doi.org/10.1007/s11747-009-0166-9
  21. G. S. Day, "The Capabilities of Market-driven Organizations", Journal of Marketing, Vol. 58, No. 4, pp. 37-52, 1994. https://doi.org/10.2307/1251915
  22. M. E. Gist, "Self-efficacy: Implications for Organizational Behavior and Human Resources Management", Academy of Management Review, Vol. 12, No. 3, pp. 472-485, 1987. https://doi.org/10.5465/amr.1987.4306562
  23. B. J. Lee, S. H. Lee, "A Study on the Influence of Internal Marketing to Customer Orientation in Convergence Era-The Mediating Effect of S Electronic Employee's Trust to Leaders", Journal of Digital Convergence, Vol. 14, No. 9, pp. 99-109, 2016. https://doi.org/10.14400/JDC.2016.14.9.99
  24. W. Y. Park, K. M. Nam, "The Effects of Public Welfare Officials' Job Stress Factors on their Client-oriented Tendency: Focused on Responsibility and Self-efficacy as Mediators", Korean Journal of Social Welfare Studies, Vol. 38, No. 9, pp. 93-121, 2008.
  25. Y. K. Cho, "A Study of Airline Cabin Crew's Positive Psychological Capital Effect on Job Attitude and Customer Orientation", Master dissertation, Kyunggi University, 2011.
  26. S. H. Lee, "A Study on the Relationship between Professional Self-concept, Self-efficacy and Job Satisfaction in Clinical Nurses", Journal of Korean Academy of Adult Nursing, Vol. 20, No. 1, pp. 10-20, 2008.
  27. R. W. Rowden, "The Relationship between Workplace Learning and Job Satisfaction in US Small to Midsize Businesses", Human Resource Development Quarterly, Vol. 13, No. 4, pp. 407-425, 2002. https://doi.org/10.1002/hrdq.1041
  28. R. W. Rowden, S. Ahmad, "The Relationship between Workplace Learning and Job Satisfaction in Small to Midsize Businesses in Malaysia", Human Resource Development International, Vol. 3, No. 3, pp. 307-322, 2000. https://doi.org/10.1080/13678860050128492
  29. Se-Yeon Moon, "The Causal Relationship among Informal Learning, Learning Motivation, Learning Strategy, Interpersonal Relationship, and Job Characteristics of Workers in Small and Medium-sized Enterprises", Ph.D. dissertation, Seoul National University, 2010.
  30. F. Luthans, C. M. Youssef, B. J. Avolio, "Psychological Capital: Developing the Human Competitive edge (p. 3)", Oxford: Oxford University Press, 2007.
  31. M. D. Hartline, O. C. Ferrell, "The Management of Customer-contact Service Employees: an Empirical Investigation", Journal of Marketing, Vol. 60, No. 4, pp. 52-70, 1996. https://doi.org/10.2307/1251901
  32. R. Saxe, B. A. Weitz, "The SOCO scale: A Measure of the Customer Orientation of Salespeople", Journal of Marketing Research, Vol. 19, No. 3, pp. 343-351, 1982. https://doi.org/10.2307/3151568
  33. J. Nunnally, "Psychometric Methods", 2nd ed. New York: McGraw-Hill, 1978.
  34. L. T. Hu, P. M. Bentler, "Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives", Structural Equation Modeling: A Multidisciplinary Journal, Vol. 6, No. 1, pp. 1-55, 1999. https://doi.org/10.1080/10705519909540118
  35. J. F. Hair, W. C. Black, B. J. Babin, R. E. Anderson, R. L. Tatham, "Multivariate Data Analysis", Upper Saddle River, NJ: Prentice hall, Vol. 5, No. 3, pp. 207-219, 1998.