직속상사의 변혁적 리더십과 종업원의 팔로워십 특성에 따른 종업원만족이 고객 인지 서비스 품질에 미치는 영향
The Effect of Employee Satisfaction on Service Quality according to Leadership and Followership in MOT
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본 연구는 서비스 기업에 종사하는 접점 종업원들의 만족에 그들의 직속 상사의 변혁적 리더십과 팔로워십(followership)이 어떤 영향을 미치고 있는지를 분석한다. 서비스 기업의 특성과 부합하고, 고객과의 접점 현장에서 고객만족의 서비스 성과를 구현해 내기 위해 팔로워십의 특성요인들이 종업원만족에 어떤 영향을 미치는 가에 초점을 맞춘다. 또한 팔로워십에 따른 종업원만족과 고객인지 서비스 품질과의 영향관계 검증한다. 연구결과에 의하면 직속상사의 리더십은 종업원들의 조직 내 활동과정인 팔로워십에도 영향을 주는 것으로 나타났다. 서비스 기업의 접점종업원의 만족을 높이기 위해서는 상사의 리더십과 더불어 종업원들 스스로의 팔로워십이 잘 이루어져야 하며, 나아가 리더는 수립된 기업의 비전과 전략을 종업원들과 공유해야 한다는 것이다. 이는 접점 종업원에게 만족을 주는 것이 단순히 보상 차원에만 있는 것이 아니라 팔로워십과 같은 비보상적 요소에도 있다는 것을 시사한다. 또한 종업원만족은 고객인지 서비스품질에도 의미있는 영향을 미치는 것으로 확인되었다.
Abstract
This research addresses examining how leadership of immediate superior and followership of employees in moment of truth(MOT) affect employee satisfaction. In addition, this research confirms that there is a significant relationship between internal customers' performance and external customers' performance by verifying that employees' satisfaction is a critical factor of service quality perceived by customers. Consequently, it was found that employee satisfaction had positive relationships with leadership of immediate superior, followership of employee, and perceived service quality of customers significantly. When there are common vision and goals of a company and employees, satisfaction of employees in MOT might be increased. Also, it was proved that followership is a critical factor of employee satisfaction in MOT as well.
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