DOI QR코드

DOI QR Code

서비스직 근로자의 개인-직무 적합성과 직무만족 관계에서 조직후원인식의 매개효과 분석

The Effect of Person-Job Fit on Job Satisfaction for the Employees of the Service Sector: Focused on the Mediating Effects of Perceived Organizational Support

  • 장선윤 (한국표준협회 서비스혁신팀) ;
  • 송지훈 (한양대학교 교육공학과) ;
  • 김수정 (한양대학교 한국교육문제연구소)
  • Jang, Sunyun (Service Innovation Team, Korean Standards Association) ;
  • Song, Ji Hoon (Department of Educational Technology, Hanyang University) ;
  • Kim, Soo Jung (Institute for Educational Research, Hanyang University)
  • 투고 : 2019.06.12
  • 심사 : 2019.09.06
  • 발행 : 2019.09.30

초록

본 연구는 서비스직 근로자의 개인-직무 적합성과 직무만족 간의 관계에서 조직후원인식의 매개효과를 규명하고자 하였다. 이를 위하여 개인-직무 적합성, 직무만족, 조직후원인식에 대한 선행연구를 기반으로 연구모형을 설정하고 가설을 도출하였다. 특히, 조직후원인식은 정서적 조직후원인식과 수단적 조직후원인식으로 세분화하였다. 본 연구를 위하여 국내 기업에서 서비스 직무를 담당하고 있는 근로자를 대상으로 설문 조사를 실시하였으며, 온라인으로 총 350명에게 배포되었으며, 최종 281명의 응답 결과를 분석하여, 유효 회수율은 80.3%를 기록하였다. 그 결과 첫째, 개인-직무적합성은 직무만족과 조직후원인식에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 개인-직무 적합성과 직무만족간의 관계에서 조직후원인식의 하위요인 중 정서적 조직후원인식은 매개효과가 있는 나타났으나, 수단적 조직후원인식은 매개효과가 없는 것으로 나타났다. 본 연구결과를 바탕으로, 고객 점점에서 감정노동을 수행하는 서비스직 근로자의 개인-직무 적합성을 판단해 볼 수 있는 채용 제도의 변화, 조직 구성원의 정서적 지원체계 구축을 위한 조직 문화 및 인사제도 마련, 서비스직 근로자들의 직무만족을 높이기 위한 보상 및 인력개발 체계 구축 등 인사교육 전반에 걸친 이론적 및 실천적 시사점을 제시하였다.

This study examined the mediating effects of perceived organizational support (POS) on the relationship between the person-job fit and job satisfaction of service workers. POS is divided into socioemotional POS and instrumental POS. To achieve the research purpose, a questionnaire survey was conducted on workers in charge of service jobs in domestic companies through an on-line survey system and finally, the results of 281 respondents were analyzed to verify the hypothesized research model with an 80.3% effective recovery rate. The findings are as follows. First, the person-job fit has positive effects on job satisfaction and POS. Second, among the sub-constructs of POS, socioemotional support has mediating effects, but instrumental support has no mediating effects on the relationship between person-job fit and job satisfaction. Based on the results of this study, this study suggests theoretical and practical implications for the human resource development and management of service workers. Overall, changes in the recruitment system, which can judge the person-job fit of employees who perform emotional labor facing customers, organizational culture and personnel system for establishing socioemotional support system, and compensation and workforce development system, are needed to enhance the job satisfaction of service workers.

키워드

참고문헌

  1. C. H. Lee, "Effects of perceived flight attendants' person-organization fit, person-job fit on job satisfaction and turnover intention", Journal of the Aviation Management Society of Korea, Vol.14, No.4, pp.73-93, Aug. 2016.
  2. K. Y. Ji, "The influence of the job motivation and lmx of hotel f&b dept. employees on the job satisfaction and the organizational commitment", Korean Journal of Hospitality and Tourism, Vol.18, No.2, pp.77-94, Apr. 2009.
  3. H. Nadiri, C. Tanova, "An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry", International Journal of Hospitality Management, Vol.29, No.1, pp.33-41, Mar. 2010. DOI: http://dx.doi.org/10.1016/j.ijhm.2009.05.001
  4. S. Y. Kim, S. J. Chang, H. R. Kim, J. H. Roh, "A study on the relationship between emotional labor and depressive symptoms among korean industrial service employees", The Korean Society Of Occupational And Environment, Vol.14, No.3, pp.227-235, Sep. 2002. https://doi.org/10.35371/kjoem.2002.14.3.227
  5. D. H. Yoo, Y. H. Shin, "The mediating role of person-job fit in the relationship between job autonomy and proactive behavior", Journal of Organization and Management, Vol.38, No.3, pp.121-149, May. 2017.
  6. H. M. Choi, H. R. Lee, "Antecedent factors of employee's job satisfaction and customer orientation in hotel service encounter: Perceived organizational support vs. person-organization fit", Journal of Tourism Sciences, Vol.37, No.3, pp.11-34, Apr. 2013.
  7. A. L. Kristof-Brown, R. D. Zimmerman, E. C. Johnson, "Consequences of individuals' fit at work: A meta-analysis of person-job, person-organization, person-group, and person-supervisor fit", Personnel Psychology, Vol.58, No.2, pp.281-342, Jun. 2005. DOI: http://dx.doi.org/10.1111/j.1744-6570.2005.00672.x
  8. Y. T. Kim, "The causes of job stress among workers in the service sector", Journal of Far East Social Welfare , Vol.6, No.0, pp.69-98, Dec. 2010.
  9. W. Y. Lee, "The Effect of Job Stress on Job Satisfaction and Turnover Intention Among Hotel Employees -The Moderating Role of Switching Costs-", Korea Journal of Tourism and Hospitality Research, Vol.29, No.4, pp.1-21, Oct. 2014.
  10. K. Birdir, "General manager turnover root cause", Journal of Contemporary Hospitality Management , Vol.14, No.1, pp.396-402, Feb. 2002. DOI: http://dx.doi.org/10.1108/09596110210415123
  11. A. Mohsin, J. Lengler, B. Kumar, "Exploring the antecedents of intentions to leave the job: The case of luxury hotel staff", International Journal of Hospitality Management , Vol.35, pp.48-58, Dec. 2013. DOI: http://dx.doi.org/10.1016/j.ijhm.2013.05.002
  12. L. Rhoades, R. Eisenberger, "Perceived organizational support: A review of the literature", Journal of Applied Psychology, Vol.87, No.4, pp.698-714, Aug. 2002. DOI: http://dx.doi.org/10.1037/0021-9010.87.4.698
  13. J. Chatman, "Improving interactional organizational research: A model of person-organization fit", Academy of Management Review , Vol.14, No.3, pp.333-349, Jul. 1989. DOI: http://dx.doi.org/10.5465/AMR.1989.4279063
  14. B. I. Choi, C. H. Jang, S. K. Kwun, "The effects of person-organization fit and person-job fit on organizational effectiveness", Journal of Organization and Management , Vol.35, No.1, pp.199-232, Feb. 2011.
  15. K. J. Lauver, B. A. Kristof, "Distinguishing between employees perception of person-job and person-organization fit", Journal of the Vocational Behavior, Vol.59, No.3, pp.454-470, Dec. 2001. DOI: http://dx.doi.org/10.1006/jvbe.2001.1807
  16. D. F. Caldwell, C. A. III. O'Reilly, "Measuring person-job fit with a profile-comparison", Journal of Applied Psychology, Vol.75, No.6, pp.648-657, Dec. 1990. DOI: http://dx.doi.org/10.1037/0021-9010.75.6.648
  17. A. L. Kristof-Brown, "Perceived applicant fit: Distinguishing between recruiters' perceptions of person-job and person-organization fit", Personnel Psychology, Vol.53, No.3, pp.643-671, Autumn 2000. DOI: http://dx.doi.org/10.1111/j.1744-6570.2000.tb00217.x
  18. A. L. Kristof-Brown, K. J. Jansen, A. E. Colbert, "A policy-capturing study of the simultaneous effects of fit with jobs, groups, and organizations", Journal of Applied Psychology, Vol.87, No.5, pp.985-993, Oct. 2002, DOI: http://dx.doi.org/10.1037/0021-9010.87.5.985
  19. I. S. Lee, J. H. Baek, M. K. Jeon, "The effect of person-environment fit on organizational effectiveness", Korean Journal of Business Administration, Vol.23, No.4, pp.1951-1967, Aug. 2010.
  20. N. K․ Kwon, H. M. Jeon, "The effects of hotel employees' person-environment fit and job engagement on the innovative work behavior", Journal of Foodservice Management Society of Korea, Vol.20, No.3, pp.79-100, Jun. 2017.
  21. D. H. Kang, M. K. Kim, "A study on the effects of the person-environment fit of hotel employees'on job satisfaction and customer orientation", Korea Journal of Tourism and Hospitality Research , Vol.26, No.3, pp.345-360, Jun. 2012.
  22. R. Hoppock, Job satisfaction. New York: Harper and Brothers, 1935, Reprint, New York: Amo Press, 1977.
  23. A. E. Locke, The Nature and Causes of Job Satisfaction, in Marvin D. Dunnette ed., Handbook of Industrial Organizational Psychology, Chicago: Rand Mcnally College Publishing Co., 1976.
  24. E. E. Lawler, High involvement management: Participative strategies for improving organizational performance. San Francisco: Jossey-Bass, 1986.
  25. R. M. Steers, "Effects of need for achievement on the job performance-job attitude relationship", Journal of Applied Psychology, Vol.60, No.6, pp.678-682, Dec. 1975. DOI: http://dx.doi.org/10.1037/0021-9010.60.6.678
  26. S. P. Robbins, T. A. Judge, Organizational Behavior(18th ed.), NJ: Pearson, 2018.
  27. R. Eisenberger, R. Huntington, S. Hutchison, D. Sowa, "Perceived organizational support", Journal of Applied Psychology , Vol.71, No.3, pp.500-507, Aug. 1986. DOI: http://dx.doi.org/10.1037/0021-9010.71.3.500
  28. J. H. Seo, "Study on the early development of perceived organizational support and organizational commitment: Focus on the role of realistic job preview and self-efficacy", Korean Association Of Industrial Business Administration , Vol.26, No.4, pp.253-280, Dec. 2011.
  29. R. McMillan, Customer Satisfaction and Organizational Support for Service Providers , Ph.D dissertation, University of Florida, Gainesville, FL, pp.56-66, 1997.
  30. T. W. Chung, J. H. Jeon, J. M. Joo, "Effects of employee's organizational justice on perceived organizational support in a ski resort: Moderating effects of perceived politics", Korean Journal of Sport Studies, Vol.46, No.5, pp.385-397, Sep. 2007.
  31. S. H. Kim, J. K. Lee, I. O. Choi, "The effects of perceived organizational support and leader-member exchange on the job satisfaction and moderator effect of trust: In military organization context", The Korean Association of Personnel Administration, Vol.32, No.3, pp.39-68, Sep. 2008.
  32. C. H. Suh, K. S. Chang, H. Y. Ahn, "The influence of the organization justice recognized by hotel employees on the organizational commitment and the mediating role of the understanding of organizational support", Korean Journal of Hospitality & Tourism, Vol.14, No.2, pp.131-147, Jun. 2005.
  33. J. Y. Park, B. K. Koo, "Causal relationship between perceived organizational support and job performance of travel agents", Korea Academic Society of Tourism Management, Vol.25, No.2, pp.65-82, Jun. 2010.
  34. I. S. Im, Business Management. Parkyeongsa. 1997.
  35. M. S. Heo, M. J. Cheon, "A study on the impact of employee's person-environment fit and information systems acceptance factors on performance: The mediating role of social capital", Asia Pacific Journal of Information Systems, Vol.19, No.2, pp.1-42, Jun. 2009. https://doi.org/10.1111/j.1365-2575.2008.00323.x
  36. A. H. Brayfield, H. F. Rothe, "An index of job satisfaction", Journal of Applied Psychology, Vol.35, No.5, pp.307-311, Oct. 1951. DOI: http://dx.doi.org/10.1037/h0055617
  37. T. S. Kim, "Effect of person-environment(job, organization) fit on job satisfaction and customer orientation: Mainly on ktx train attendants", The Academy of Customer Satisfaction Management, Vol.16, No.3, pp.87-104, Oct. 2014.
  38. I. J. Jeon, The Mediating Effects of Work-life Balance on the Relationship Between Perceived Organizational Support and the Subjective Well-being for Employees. Master's thesis. Hanyang University, Seoul, Korea, pp.53, 2018.
  39. D. M. Cable, D. S. DeRue, "The convergent and discriminant validity of subjective fit perception", Journal of Applied Psychology, Vol.87, No.5, pp.875-884, Oct. 2002. DOI: http://dx.doi.org/10.1037/0021-9010.87.5.875
  40. D. S. Eom, S. E. Jeong, "The effect of exchange ideology on the perceived organizational support and the trust in organization", Journal of Creativity and Innovation, Vol.9, No.4, pp.35-70, Dec. 2016.