공감 리더십이 직무만족과 친사회적 서비스 행동에 미치는 영향 - 커피전문점 브랜드를 중심으로 -
The Impact of Empathetic Leadership on Job Satisfaction, Prosocial Service Behaviors - Focusing on Coffee Shop Brand -
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The purpose of this study is to identify the influence relationship between variables by applying empathic leadership of store managers and job satisfaction as antecedents that promote prosocial service behavior of coffee shop employees. The coffee shops to be investigated were Starbucks and A Twosome Place, which are ranked 1st and 2nd in sales among domestic coffee shop brands. For data collection, the sample was selected from employees of the two selected coffee shop brands who had been working for more than 3 months. The survey was conducted twice, the first from October 1 to November 30, 2024, and the second from December 1 to 30, 2024. Finally, 352 valid questionnaires were used for analysis. The data analysis methods used were confirmatory factor analysis, correlation analysis, and structural equation modeling. The results of the analysis showed that empathic leadership had a positive effect on job satisfaction, and that job satisfaction had a positive effect on role-prescribed service behavior and extra-role service behavior, which are sub-factors of prosocial service behavior. This study has academic significance in that it confirmed the role of empathic leadership and job satisfaction as antecedents of prosocial service behavior. In addition, it suggested practical implications for strengthening empathic leadership of coffee shop managers.
Abstract
The purpose of this study is to identify the influence relationship between variables by applying empathic leadership of store managers and job satisfaction as antecedents that promote prosocial service behavior of coffee shop employees. The coffee shops to be investigated were Starbucks and A Twosome Place, which are ranked 1st and 2nd in sales among domestic coffee shop brands. For data collection, the sample was selected from employees of the two selected coffee shop brands who had been working for more than 3 months. The survey was conducted twice, the first from October 1 to November 30, 2024, and the second from December 1 to 30, 2024. Finally, 352 valid questionnaires were used for analysis. The data analysis methods used were confirmatory factor analysis, correlation analysis, and structural equation modeling. The results of the analysis showed that empathic leadership had a positive effect on job satisfaction, and that job satisfaction had a positive effect on role-prescribed service behavior and extra-role service behavior, which are sub-factors of prosocial service behavior. This study has academic significance in that it confirmed the role of empathic leadership and job satisfaction as antecedents of prosocial service behavior. In addition, it suggested practical implications for strengthening empathic leadership of coffee shop managers.