Browse > Article
http://dx.doi.org/10.12812/ksms.2014.16.1.147

The Mediating Effect of Psychological Ownership on the Relationship between Job Characteristics and Service Quality  

Lee, Kyu-Yong (Dept. of Industrial Management, Ulsan College)
Song, Jung-Su (Dept. of Industrial Management, Ulsan College)
Publication Information
Journal of the Korea Safety Management & Science / v.16, no.1, 2014 , pp. 147-158 More about this Journal
Abstract
The purpose of this study includes: the relationships between job characteristics and service quality and the mediating effect of the psychological ownership on the relationship between job characteristics and service quality. In order to verify the relationships and mediating effect, data were collected from 255 nurses in a university hospital at Ulsan city to test theoretical model and its hypotheses. All data collected from the survey were analyzed using with SPSS 18.0. and AMOS 18.0. This study reports findings as follows: first, the relationship between the job characteristics and the psychological ownership is positively related. Second, there was also a positive correlation between the psychological ownership and service quality. Third, the relationship between the job characteristics and the service quality is positively related. Finally, the psychological ownership played as a partial mediator on the relationship between job characteristics and service quality. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.
Keywords
Job Characteristics; Psychological Ownership; Service Quality; Mediation;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kim, P. S. and J. Son(2010), "The study about the affection on service quality by the job environment of security employee," Paper of Jeonnam Provincial College, 12:13-28.
2 Lee, B. S., K. K. Park, and H. C. Lim(2009), "A study on the effects of job characteristics and ownership cultures on employees' psychological ownership and their attitudes," Korean Journal of Industrial Relations, 19(1):139-167.
3 Lee, I. S.(2009), "A study on the effects of job characteristics perception on organizational commitment and customer orientation of food service employees: Moderating effects of perceived organizational support," M.A. thesis paper of Kyunghee University.
4 Lee, J. W.(1997), "The mediating role of job involvement in the relationships between job characteristics and employee attitudes," Korean Journal of Management 5(1):87-122.
5 Pierce, J. L., M. P. O'Driscoll, and A. M. Coghlan(2004), "Work environment structure and psychological ownership: The mediating effects of control," The Journal of Social Psychology, 144(5):507-634.   DOI
6 Lee, M. K.(2011), "Moderating effects of self-leadership on job attitudes," M.A. thesis paper of Sungkyunkwan University..
7 Parasuraman, A., V. A. Zeithaml, and L. L. Berry(1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, 49(4):41-50.
8 Park, J. O. and Y. C. Hwang(2007), "The effects of service context factors on service quality, service value, customer satisfaction and repurchase intention," Journal of the Korea Service Management Society, 8(1):79-110.
9 Pierce, J. L., L. Van Dyne, and L. L. Cummings(1992), "Psychological ownership: A conceptual and operational examination," Southern Management Association Proceedings, New Orleans, LA., 203-211.
10 Shim, J. Y.(2009), "The effect of flight attendant's perceived psychological empowerment on their service-orientation," M.A. thesis paper of Sejong University.
11 Singh, J., J. R. Goolsby, and G. K. Rhoads(1994), "Behavioral and psychological consequences of boundary spanning burnout for customer service representatives," Journal of Marketing Research, 31(4):558-569.   DOI   ScienceOn
12 Thakor, M. V. and A. W. Joshi(2003), "Motivating salesperson customer orientation: insights from the job characteristics model," Journal of Business Research. 58(5):584-592.
13 Van Dyne, L. and J. L. Pierce(2004), "Psychological ownership and feelings of possession: Three field studies predicting employee attitudes an organizational citizenship behavior," Journal of Organizational Behavior, 25(4):439-460.   DOI   ScienceOn
14 Wright, P. M., T. M. Gardner, and L. M. Moynihan(2003), "The impact of human resource practices on business unit operating and financial performance," Human Resource Management Journal, 13(3):21-36.   DOI   ScienceOn
15 Yoon, M. Y.(2006), "Psychological ownership in the republic korea army: Its components, antecedents and relationship with commitment to change," M.A. thesis paper of Seoul National University.
16 Baron, R. M. and D. A. Kenny(1986), "The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations," Journal of Personality and Social Psychology, 51(6):1173-1182.   DOI
17 Ahn, K. Y.(2004), "The relationship between perceived job characteristics and service quality of hotel employees, and moderating effect of gender and tenure," Korea Journal of Business Administration, 46:2161-2181.
18 Anderson, J. C. and D. W. Gerbing(1988), "Structural equation modeling in practice: A review and recommended two-step approach," Psychological Bulletin, 103(3):411-423.   DOI
19 Bae, S. H., Y. J. Kim, and M. S. Kim(2010). "The mediating effect of psychological ownership and the moderating effect of negative affectivity in the relationship between organization justice and organizational outcome variables," Journal of Human Resource Management Research, 17(4):97-125.
20 Bagozzi, R. P. and Y. Yi(1988), "On the evaluation of structural equation models," Journal of the Academy Marketing Science, 16(1):74-94.   DOI   ScienceOn
21 Bateson, J. E. G.(1985), "Self-service consumer: An exploratory study," Journal of Retailing, 61(3):49-76.
22 Chu, D. Y.(2009), "Effect of restaurant employees' psychological ownership on perceived management quality," Ph. D. dissertation paper of Sejong University.
23 Bonner, S. E. and G. B. Sprinkle(2002), "The effects of monetary incentives on effort and task performance: Theories, evidence, and a framework for research," Accounting Organizations and Society. 27:303-345.   DOI   ScienceOn
24 Brockner, J.(1988), "Self esteem at work: Research, theory and practice," Lexington, MA: Lexington Book.
25 Cho, Y. R.(2006), "An exploratory analysis of the antecedents of psychological ownership," M.A. thesis paper of Seoul National University.
26 Cronin, J. J. Jr. and S. A. Taylor(1992), "Measuring service quality: A reexamination and extension," Journal of Marketing, 56(3):55-68.
27 Dittmar, H.(1992), "The social psychological of material possessions: To have is to be," New York: St. Martin Press.
28 Hackman, J. R. and G. R. Oldham(1975), "Development of job diagnostic survey," Journal of Applied Psychology, 60(2):159-170.   DOI
29 Dirks, K. T., L. L. Cummings, and J. L. Pierce(1996), "Psychological ownership in organizations: Conditions under which indivi duals promote and resist change," In R. W. Woodman, & W. A. Pasmore (Eds.), Research on organization change and development, JAI Press Greenwich, CT, 9:1-23.
30 Fornell, C. and D. F. Larcker(1981), "Evaluating structural equation models with unobservable variables and measurement errors," Journal of Marketing Research, 18(1):39-50.   DOI   ScienceOn
31 Hackman, J. R. and G. R. Oldham(1980), "Work redesign," Addison-Wesley Publishing Company Inc., Massachusetts.
32 Jun, H. S.(2013), "A study on the effect of hotel employees' psychological ownership on the customer orientation: With focus on the mediating effect on job," M.A. thesis paper of Kyonggi University.
33 Hair, J. E., R. E. Anderson, R. L. Tatham, and W. C. Black(2006), "Multivariate data analysis," Upper Saddle River, N.J.: Prentice Hall.
34 Hallowell, R. L., L. A. Schlesinger, and J. Zornitsky(1996), "Internal service quality, customer and job satisfaction: Linkages and implications for management," Human Resource Planning, 19(2):206-231.
35 Hoffman, K. D. and T. N. Ingram(1991), "Creating customer oriented employees: He casein home health care," Journal of Heal Care Marketing. 11(2):24-32.
36 Kim, K. G. and Y. C. Kim(2010), "A study on the psychological ownership by the employee of hotel industry: Focused on the job characteristics and social support," Korean Journal of Tourism Research, 25(1):461-484.