Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Organizational Justice and Empowerment on Customer Orientation -For Small and Medium-sized Journalists-

조직공정성과 임파워먼트가 고객지향성에 미치는 영향 -중소언론사 종사자를 대상으로-

  • Im, Eun-Young (Division of Convergence Industry, Seoul Venture University) ;
  • Yi, Seon-Gyu (Division of Convergence Industry, Seoul Venture University)
  • 임은영 (서울벤처대학원대학교 융합산업학과) ;
  • 이선규 (서울벤처대학원대학교 융합산업학과)
  • Received : 2017.12.28
  • Accepted : 2018.02.20
  • Published : 2018.02.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to analyze the effect of Organizational justice and Empowerment on customer orientation. As a factor affecting customer orientation, sub - variables of organizational justice were set as dstributive justice, procedural justice and interactional justice, and sub-variables of empowerment were set as meaning, competence, self-determination, and impact. As a result of analysis, the dstributive justice, procedural justice, and interactional justice of organizational justice were analyzed as factors influencing customer orientation. competence, self-determinationr, and impact factors were analyzed as factors affecting customer orientation. However, the meaning of the empowerment did not affect the customer orientation. The work environment of small and medium-sized journalists is performing work without restriction of time and space in internet environment. This environment is a digital environment that we have not experienced before. However, organizational justice and empowerment factors are analyzed as important influences on customer orientation as same as previous research results.

본 연구는 중소 언론사에 근무하고 있는 종사자들을 대상으로 하여 조직공정성과 임파워먼트가 고객지향성에 미치는 영향을 실증적으로 분석하였다. 고객지향성에 미치는 영향요인으로 조직공정성의 하위변수는 분배공정성, 절차공정성, 상호공정성으로 설정하였고, 임파워먼트의 하위 변수는 의미성, 역량, 자기결정력, 영향력으로 설정하였다. 분석 결과, 조직공정성의 분배공정성, 절차공정성, 상호공정성은 고객지향성에 영향을 미치는 요인으로 분석되었고, 임파워먼트의 역량, 자기결정력, 영향력 요인은 고객지향성에 영향을 미치는 요인으로 분석되었다. 그러나 임파워먼트의 의미성 요인은 고객지향성에 영향을 미치지 않는 요인으로 나타났다. 중소 언론사들의 근무환경은 인터넷 환경에서 시간과 공간에 대한 제약 없이 업무를 수행하고 있다. 이러한 환경은 종전에는 경험해 보지 못했던 디지털 환경이다. 그러나 조직의 공정성이나 임파워먼트 요인들은 선행 연구결과와 같은 관점에서 종전과 같이 고객지향성에 중요한 영향으로 분석되었다.

Keywords

References

  1. Y. M. Kim. (2007). A Study on Development model of internet media industry. Doctoral Dissertation. The Graduate School of Hannam University, DaeJeon.
  2. W. K. Kim. (2006). A Study on Factors Affecting the Use of Web News Media : Focused on internet newspaper and portal news service. Doctoral Dissertation. The Graduate School of Sungkyunkwan University, Seoul.
  3. K. H. Kang & H. J. Kim. (1998). Communication and Human. Seoul : Hannara.
  4. J. G. Stovall. (2004). Web journalism : Practice and promise of a new medium. Boston, MA : Allyn and Bacon.
  5. R. Cropanzano, D. B. Bowen & S. W. Gilliland. (2007). The management of organizational justice. Academy of Management Perspective, 21, 34-48. https://doi.org/10.5465/AMP.2007.27895338
  6. B. P. Niehoff & R. H. Moorman. (1993). Justice as a Mediator of the Relationship Between Methods of Monitoring and Organizational Citizenship Behavior. Academy of Management Journal, 36(3), 527-556. DOI : 10.2307/256591
  7. Y. K. Doo. (2001). Relationship between organizational fairness, organizational culture, personal characteristics, and imagination as determinants of organizational effectiveness. Doctoral Dissertation. The Graduate School of Paichai University, Daejeon.
  8. J. Greenberg. (1996). The Quest for Justice on The Job. Thousand Oaks, California : Sage.
  9. G. Mikula. (1980). Introduction : Main issues in the psychological research on justice, In G. Mikula(Ed), Justice and social interaction : Experimental and theoretical contribution from psychological research. New York, Spring-Verlag.
  10. J. Greenberg. (1990). A Reaction to Underpayment Inequity. Journal of Applied Psychology, 76, 845-855.
  11. R. J. Bies & J. F. Moag. (1986). Research on negotiations in organizations, 1. Greenwich, CT : JAI Press.
  12. C. G. Rutte & D. M. Messick. (1995). An Integrated Model of Perceived Unfairness in Organizations. Social Justice Research, 8(3), 239-261. DOI : 10.1007/bf02334810
  13. S. Alexanderman & M. Ruderman. (1987). The Role of Procedural and Distributive Justice in Organizational Behavior. Social Justice Research, 1(2), 177-198. DOI : 10.1007/bf01048015
  14. J. S. Kang. (2007). A Study on The Relationship between Organizational Justice Perceived by Social Workers and Superior Trust and Organizational Commitment. Social Welfare Police, 27, 24-35.
  15. W. W. Tam. (1998). An assessment of the relationship among organizational trust, organizational politics, and organizational justice, and their effect on merit pay outcomes in the Malaysian public sector. Unpublished Doctoral Dissertation. The Pennsylvania State University, Pennsylvania.
  16. G. M. Spreitzer. (1995). Psychological Empowerment In The Workplace : Dimensions, measurement and Validation. Academy of Management Journal, 38(5), 1442-1465. https://doi.org/10.2307/256865
  17. H. P. Sims & P. Lorenzi. (1992). The new Leadership Paradigm. Newbury Park, California : Sage.
  18. J. S. Chea. (2010). The Effects of Psychological Empowerment on Job Satisfaction and Customer Orientation -Focused on the Seoul Food & Beverage Department. Journal of Tourism Science, 31(5), 181-202
  19. Y. H. Kim. (2010). Mediation Effect of Empowerment and Superior Trust in the Relationship between Servant Leadership and Organizational Commitment. Doctoral Dissertation. The Graduate School of Yeungnam University, Gyeongsan.
  20. K. W. Thomas & B. A. Velthous. (1998). Cognitive elements of empowerment : An interactive model of intrinsic task motivation. Academy of Management Review, 15(4), 666-681. DOI : 10.2307/258687
  21. R. Saxe & B. A. Weitz. (1982). The SOCO scale : A Measure of the customer orientation of salespeople. Journal of Marketing Research, 19(3), 343-351. DOI : 10.2307/3151568
  22. M. K. Lee. (2012). Influence of Organizational Citizenship Behavior on Organizational Commitment and Customer Orientation. Hotel Tourism Research, 17(3), 267-282.
  23. M. H. Byeon. (2014). A Study on the Influence of Servant Leadership on Employee's Empowerment and Customer Orientation : Focusing on the moderating effect of social support. Doctoral Dissertation. The Graduate School of Kyonggi University. Soowon.
  24. T. J. Brown, J. C. Mowen, D. T. Donavan & J. W. Licata. (2002). The customer orientation of service workers oeresonality trait determinants and effects on and supervisor performance ratings. Journal of Marketing Research, 39(2), 110-119. DOI : 10.1509/jmkr.39.1.110.18928
  25. D. T. Donavan & M. A. Hocutt. (2001). Customer evaluation of service employee's customer orientation : Extension and Application. Journal of Quality Management, 6(2), 293-306. DOI : 10.1016/s1084-8568(01)00041-4
  26. S. H. Kim. (2009). The Influence of Intimacy on Customer Orientation in Airline Cabin Crew Team. Doctoral Dissertation. The Graduate School of Kyonggi University, Soowon.
  27. J. H. Joo. (2011). A Study on the Influence of Job Stress on the Customer Orientation of Public Officials. Doctoral Dissertation. The Graduate School of Yeungnam University, Gyeongsan.
  28. W. S. Park. (2009). The Effect of Airline Service Training on Customer Orientation : Focusing on the mediating effect of service ability and service enhancement. Doctoral Dissertation. The Graduate School of Hoseo University, Cheonan.
  29. R. H. Moorman. (1991). Relationship between Organizational Justice and Organizational Citizenship Behaviors : Do fairness perceptions influence employee citizenship. Journal of Applied Psychology, 76, 845-855. DOI : 10.1037//0021-9010.76.6.845
  30. R. Wendy, J. T. Boswell & J. W. Boudreau. (2005). The Relationship between Employee Job Change and Job Satisfaction : The Honeymoon-Hangover Effect. Journal of Applied Psychology, 90, 882-892. DOI : 10.1037/0021-9010.90.5.882
  31. H. K. Kwon, B. G. Park. (2010). The Effect of Transformational Leadership and Self-Efficacy on Job Satisfaction : Mediating effects of work commitment and organizational commitment. Human Resource Management Research, 17(2), 203-219.
  32. J. L. Price & C. W. Mueller. (1986). Absenteeism and Turnover of Hospital Employees. Greenwich, CT : JAI Press.
  33. G. S. Leventhal. (1980). What Should Be Done With Equity Theory? In Social exchange, 27-55.
  34. E. C. Clemmer. (1993). Justice in the workplace : Approaching fairness in human resource management, 93-207. Hillsdale, NJ : Eribaum.
  35. C. K. Lim, W. I. Kim. (2009). The Effect of Market Orientation of Airline Employees on Prosocial Behavior. Hotel Tourism Research, 24(3), 239-259.