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일-가정 갈등이 직무만족과 조직시민행동에 미치는 영향: 주도적 성격과 인지된 조직지원의 조절된 조절된 매개효과

The Effect of Work-to-Family Conflict on Job Satisfaction and Organizational Citizenship Behavior: Moderated Moderated Mediation Effect of Proactive Personality and Perceived Organizational Support

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참고문헌

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주제분류관광학

초록

오늘날 호텔종사원들이 겪는 일-가정 갈등은 여러 가지 부정적인 결과를 발생시키고 있다. 본 연구에서는 이러한 결과변수로 직무만족과 조직시민행동을 선정하였고 이들을 이용하여 일-가정 갈등이 직무만족의 감소를 통하여 조직시민행동을 감소시키는 매개과정을 분석한다. 그리고 이러한 음의 매개효과를 완화시키는 조절변수로 주도적 성격과 인지된 조직지원을 도입하였다. 본 연구의 최종목적은 일-가정 갈등이 직무만족을 경유하여 조직시민행동에 미치는 음의 간접효과가 주도적 성격과 인지된 조직지원이 증가함에 따라 완화되는 조절된 조절된 매개효과가 나타나는지를 조사하는 것이다. 국내호텔에서 근무하는 272명의 호텔종사원들을 대상으로 Mplus를 이용하여 매개효과와 2원 상호효과 및 3원 상호효과를 분석하고 매개분석과 조절분석을 결합한 조절된 조절된 매개분석을 실행한 결과는 다음과 같다. 첫째, 호텔종사원들이 일-가정 갈등을 경험하면 직무만족이 감소하고 이러한 직무만족의 감소는 조직시민행동을 감소시키는 음의 간접효과가 나타났다. 둘째, 주도적 성격이 증가하면 일-가정 갈등이 직무만족을 감소시키는 효과가 완화되는 2원 상호효과가 나타났고 인지된 조직지원이 증가하면 이러한 2원 상호효과가 더욱 커지는 3원 상호효과가 나타났다. 셋째, 본 연구의 중요한 결론으로 호텔종사원들의 주도적 성격이 강한 경우에는 일-가정 갈등의 음의 간접효과가 완화되는 조절된 매개효과가 나타났으며 호텔종사원들이 조직지원을 강하게 인지하면 이러한 조절된 매개효과가 더욱 크게 나타나는 조절된 조절된 매개효과가 확인되었다. 따라서 호텔관리자는 종사원들의 입사 시에 인성검사 등을 통하여 주도적 성격이 강한 종사원을 채용하는 것을 고려함과 동시에 종사원들에 대한 조직지원을 강화하는 것을 적극적으로 고려해야 할 것이다.

Abstract

The objective of this research is to identify the effect of work-to-family conflict on organizational citizenship behavior through job satisfaction among hotel employees. Specifically, the focal interest is to examine whether the negative indirect effect of work-to-family conflict depends on the value of proactive personality and perceived organizational support. Data from 272 hotel employees were analyzed using Mplus. The results of this research are as follows: First, job satisfaction mediated the relationship between work-to-family conflict and organizational citizenship behavior. Second, proactive personality buffered the negative relationship between work-to-family conflict and job satisfaction(two-way interaction), and two-way interaction effect was stronger when perceived organizational support was high(three-way interaction). Third, proactive personality moderated the negative indirect effect of work-to-family conflict such that the negative indirect effect was weaker when proactive personality was high(moderated mediation). Lastly, perceived organizational support moderated the moderation of the indirect effect of work-to-family conflict by proactive personality such that moderated mediation effect was stronger at higher levels of perceived organizational support(moderated moderated mediation). Managers in hotel industry should consider the importance of proactive personality in recruiting employees and implement efficient strategic interventions aimed at improving perceived organizational support. The implications of the results for theory and practice are discussed.

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