본문 바로가기
KERD
논문KCI 등재

동료무례가 이직의도에 미치는 영향: 소진을 통한 매개효과에서 회복경험의 조절효과

The Effect of Coworker Incivility on Turnover Intention: The Mediating Effect of ExhaustionModerated by Recovery Experiences

0

조회

0

다운로드

5

인용

0

참고문헌

키워드

주제분류심리과학

초록

본 연구는 동료무례가 직무탈진의 대표적인 하위요인인 소진을 통해 이직의도에 미치는 매개경로에서 회복경험(심리적 분리, 휴식, 자기성취, 통제)의 조절효과를 조사하였다. 회복경험이 높으면 소진이 이직의도에 미치는 효과를 완화하여, 궁극적으로 동료무례가 소진을 통해 이직의도에 미치는 영향이 낮아질 것으로 예상하였다. 눈덩이 표집을 통해 동료와 함께 재직 중인 직장인 혹은 공무원 193명을 설문조사한 후 분석한 결과, 소진이 이직의도에 미치는 효과에 대한 통제의 완충적 조절효과가 나타났다. 이는 궁극적으로 소진이 동료무례와 이직의도 간 관계를 매개하는 효과를 낮추는 조절된 매개효과로 이어졌다. 이와 같은 결과를 바탕으로 학문적 및 실무적 함의를 제시하고 후속연구를 제언하였다.

Abstract

This study investigated the moderating effects of recovery experiences (psychological detachment, relaxation, mastery, and control) on the mediational path from coworker incivility to turnover intention via exhaustion. Recovery experiences were expected to buffer the effect of exhaustion on turnover intention, ultimately alleviating the magnitude of the indirect effect of coworker incivility on turnover intention. The results from 193 Korean workers revealed that mastery and control experiences buffered the relationship between exhaustion and turnover intention. Control experience also showed the moderated mediational effect reducing the negative impact of coworker incivility on turnover intention through exhaustion. Based on these results, academic and practical implications were discussed, along with the suggestions for future research directions.

참고문헌 (66)

  1. Aiken, L. S., "Multiple regression: Testing and interpreting interactions" (1991), Sage Publications
  2. Ambrose, M. L., "Trickle-down effects of supervisor perceptions of interactional justice : A moderated mediation approach", Journal of Applied Psychology, 98(4), pp.678~689 (2013)
  3. Lynne M. Andersson, "Tit for Tat? The Spiraling Effect of Incivility in the Workplace", The Academy of Management Review, 24(3), pp.452~471 (1999), Academy of Management[DOI]
  4. Thomas E. Becker, "Statistical control in correlational studies: 10 essential recommendations for organizational researchers", Journal of Organizational Behavior, 37(2), pp.157~167 (2016), Wiley[DOI]
  5. 조문미, "치과위생사가 경험하는 무례가 조직성과에 미치는 영향에 대한 감정소진의 매개효과", 대한구강보건학회지, 43(3), pp.163~169 (2019), 대한예방치과·구강보건학회
  6. 정현선, "조직 침묵이 이직의도에 미치는 영향: 조직 냉소주의를 통한 자기 효능감의 매개된 조절 효과", 한국심리학회지: 산업 및 조직, 23(1), pp.89~104 (2010), 한국산업및조직심리학회[DOI]
  7. Cohen, G., "Does turnover intention matter? Evaluating the usefulness of turnover intention rate as a predictor of actual turnover rate", Review of Public Personnel Administration, 36(3), pp.240~263 (2016)[DOI]
  8. Lilia M. Cortina, "Researching rudeness: The past, present, and future of the science of incivility", Journal of Occupational Health Psychology, 22(3), pp.299~313 (2017), American Psychological Association (APA)[DOI]
  9. Lilia M. Cortina, "Patterns and profiles of response to incivility in the workplace.", Journal of Occupational Health Psychology, 14(3), pp.272~288 (2009), American Psychological Association (APA)[DOI]
  10. Lilia M. Cortina, "Incivility in the workplace: Incidence and impact.", Journal of Occupational Health Psychology, 6(1), pp.64~80 (2001), American Psychological Association (APA)[DOI]
  11. Caitlin A. Demsky, "Workplace incivility and employee sleep: The role of rumination and recovery experiences.", Journal of Occupational Health Psychology, 24(2), pp.228~240 (2019), American Psychological Association (APA)[DOI]
  12. Sabine AE Geurts, "Recovery as an explanatory mechanism in the relation between acute stress reactions and chronic health impairment", Scandinavian Journal of Work, Environment & Health, 32(6), pp.482~492 (2006), Scandinavian Journal of Work, Environment and Health[DOI]
  13. Goodman, L. A., "Snowball sampling", The Annals of Mathematical Statistics, 32(1), pp.148~170 (1961)[DOI]
  14. Barbara Griffin, "Multilevel relationships between organizational-level incivility, justice and intention to stay", Work & Stress, 24(4), pp.309~323 (2010), Informa UK Limited[DOI]
  15. Su Jin Han, "The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention", International Journal of Hospitality Management, 52, pp.97~106 (2016), Elsevier BV[DOI]
  16. Hayes, A. F., "Introduction to mediation, moderation, and conditional process analysis: A regression-based approach" (2018), Guilford Press
  17. Hershcovis, S., "‘Incivility, social undermining, bullying. . . Oh my!’ : A call to reconcile constructs within workplace aggression research", Journal of Organizational Behavior, 32(3), pp.499~519 (2011)[DOI]
  18. Stevan E. Hobfoll, "Conservation of resources: A new attempt at conceptualizing stress.", American Psychologist, 44(3), pp.513~524 (1989), American Psychological Association (APA)[DOI]
  19. Hobfoll, S. E., "Professional burnout: Recent developments in theory and research", pp.115~133 (1993), Taylor & Francis
  20. Hofstede, G., "Cultures and organizations: Software of the mind" (1991), McGrawHill
  21. Won-Moo Hur, "The Relationship between Coworker Incivility, Emotional Exhaustion, and Organizational Outcomes: The Mediating Role of Emotional Exhaustion", Human Factors and Ergonomics in Manufacturing & Service Industries, 25(6), pp.701~712 (2015), Wiley[DOI]
  22. Jo, E, "Development and validation of workplace coworker incivility scale", pp.2019
  23. (2019)[URL]
  24. 정서이, "고객무례가 호텔 종사원의 조직성과에 미치는 영향: 정서적 고갈의 매개효과를 중심으로", 호텔경영학연구, 24(3), pp.23~40 (2015), 한국호텔외식관광경영학회
  25. Julie H. Kern, "Customer incivility as a social stressor: The role of race and racial identity for service employees.", Journal of Occupational Health Psychology, 14(1), pp.46~57 (2009), American Psychological Association (APA)[DOI]
  26. 김희진, "직장인의 직무스트레스가 번영에 미치는 영향: 회복행동을 통한 정서적 안정성의 조절된 매개효과", 한국심리학회지: 산업 및 조직, 29(3), pp.411~432 (2016), 한국산업및조직심리학회[DOI]
  27. 김유경, "직장인의 역할과부하와 직무열의의 관계: 심리적 분리의 매개효과와 잡 크래프팅과 결혼 여부 및 성별의 조절효과", 한국심리학회지: 산업 및 조직, 31(1), pp.249~279 (2018), 한국산업및조직심리학회[DOI]
  28. 이연주, "직장무례와 이직의도 간 관계에 대한 메타분석적 연구", 사회과학연구, 30(4), pp.157~174 (2019), 사회과학연구소[DOI]
  29. Michael P. Leiter, "Getting better and staying better: Assessing civility, incivility, distress, and job attitudes one year after a civility intervention.", Journal of Occupational Health Psychology, 17(4), pp.425~434 (2012), American Psychological Association (APA)[DOI]
  30. Michael P. Leiter, "The impact of interpersonal environment on burnout and organizational commitment", Journal of Organizational Behavior, 9(4), pp.297~308 (1988), Wiley[DOI]
  31. Lim, S., "Personal and workgroup incivility : Impact on work and health outcomes", Journal of Applied Psychology, 93(1), pp.95~107 (2008)[DOI]
  32. Sandy Lim, "Work and nonwork outcomes of workplace incivility: Does family support help?", Journal of Occupational Health Psychology, 16(1), pp.95~111 (2011), American Psychological Association (APA)[DOI]
  33. Weiwei Liu, "Effect of Workplace Incivility on OCB Through Burnout: the Moderating Role of Affective Commitment", Journal of Business and Psychology, 34(5), pp.657~669 (2019), Springer Science and Business Media LLC[DOI]
  34. Maslach, C., "Theories of organizational stress", pp.68~85 (1998), Oxford University Press
  35. Russell A. Matthews, "Applying adaptation theory to understand experienced incivility processes: Testing the repeated exposure hypothesis.", Journal of Occupational Health Psychology, 24(2), pp.270~285 (2019), American Psychological Association (APA)[DOI]
  36. Laurenz L. Meier, "Reciprocal effects of work stressors and counterproductive work behavior: A five-wave longitudinal study.", Journal of Applied Psychology, 98(3), pp.529~539 (2013), American Psychological Association (APA)[DOI]
  37. Meijman, T. F., "Handbook of work and organizational psychology, Vol. 2: Work psychology", pp.5~33 (1998), Psychology Press
  38. Kathi Miner-Rubino, "Testing a Moderated Mediational Model of Workgroup Incivility: The Roles of Organizational Trust and Group Regard", Journal of Applied Social Psychology, 40(12), pp.3148~3168 (2010), Wiley[DOI]
  39. Kathi N. Miner, "Does being a mom help or hurt? Workplace incivility as a function of motherhood status.", Journal of Occupational Health Psychology, 19(1), pp.60~73 (2014), American Psychological Association (APA)[DOI]
  40. Kok-Yee Ng, "Personality and leader effectiveness: A moderated mediation model of leadership self-efficacy, job demands, and job autonomy.", Journal of Applied Psychology, 93(4), pp.733~743 (2008), American Psychological Association (APA)[DOI]
  41. 오인수, "직무만족, 조직몰입, 성과, 이직의도 간의 관련성: 문헌고찰 및 메타분석", 인사조직연구, 15(4), pp.43~86 (2007), 한국인사조직학회
  42. Anton Olsson-Collentine, "The Prevalence of Marginally Significant Results in Psychology Over Time", Psychological Science, 30(4), pp.576~586 (2019), SAGE Publications[DOI]
  43. Hyung In Park, "Job Control and Burnout: A Meta-Analytic Test of the Conservation of Resources Model", Applied Psychology, 63(4), pp.607~642 (2014), Wiley[DOI]
  44. 박형인, "한국판 직무스트레스 회복경험 척도(Recovery Experience Questionnaire)의 타당화 연구", 한국심리학회지: 산업 및 조직, 24(3), pp.523~552 (2011), 한국산업및조직심리학회[DOI]
  45. Porath, C., "Mastering civility" (2018), Next Wave Media
  46. Christine L. Porath, "Emotional and Behavioral Responses to Workplace Incivility and the Impact of Hierarchical Status", Journal of Applied Social Psychology, 42(S1), pp.E326~E357 (2012), Wiley[DOI]
  47. Laura Pritschet, "Marginally Significant Effects as Evidence for Hypotheses", Psychological Science, 27(7), pp.1036~1042 (2016), SAGE Publications[DOI]
  48. Alex L. Rubenstein, "Surveying the forest: A meta-analysis, moderator investigation, and future-oriented discussion of the antecedents of voluntary employee turnover", Personnel Psychology, 71(1), pp.23~65 (2018), Wiley[DOI]
  49. Pauline Schilpzand, "Workplace incivility: A review of the literature and agenda for future research", Journal of Organizational Behavior, 37(S1), pp.S57~S88 (2016), Wiley[DOI]
  50. 신건호, "유아교사의 직장 내 무례가 소진과 이직의도에 미치는 영향에서 자기효능감의 조절효과 분석", 디지털융복합연구, 15(6), pp.447~456 (2017), 한국디지털정책학회[DOI]
  51. 신강현, "일반직 종사자를 위한 직무 소직 척도(MBI-GS)에 대한 타당화 연구", 한국심리학회지: 산업 및 조직, 16(3), pp.1~17 (2003), 한국산업및조직심리학회
  52. Michael T. Sliter, "But we’re here to help! Positive buffers of the relationship between outsider incivility and employee outcomes", European Journal of Work and Organizational Psychology, 24(2), pp.225~238 (2014), Informa UK Limited[DOI]
  53. Michael Sliter, "The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance", Journal of Organizational Behavior, 33(1), pp.121~139 (2012), Wiley[DOI]
  54. Sonnentag, S., "Work, recovery activities, and individual well-being : A diary study", Journal of Occupational Health Psychology, 6(3), pp.196~210 (2001)[DOI]
  55. Sabine Sonnentag, "The Recovery Experience Questionnaire: Development and validation of a measure for assessing recuperation and unwinding from work.", Journal of Occupational Health Psychology, 12(3), pp.204~221 (2007), American Psychological Association (APA)[DOI]
  56. Sabine Sonnentag, "Psychological detachment from work during off-job time: The role of job stressors, job involvement, and recovery-related self-efficacy", European Journal of Work and Organizational Psychology, 15(2), pp.197~217 (2006), Informa UK Limited[DOI]
  57. HEATHER K. SPENCE LASCHINGER, "Workplace empowerment, incivility, and burnout: impact on staff nurse recruitment and retention outcomes", Journal of Nursing Management, 17(3), pp.302~311 (2009), Wiley[DOI]
  58. Staw, B. M., "The consequences of turnover", Journal of Occupational Behaviour, 1(4), pp.253~273 (1980)
  59. Robert P. Steel, "A review and meta-analysis of research on the relationship between behavioral intentions and employee turnover.", Journal of Applied Psychology, 69(4), pp.673~686 (1984), American Psychological Association (APA)[DOI]
  60. Shannon G. Taylor, "Developing and Testing a Dynamic Model of Workplace Incivility Change", Journal of Management, 43(3), pp.645~670 (2017), SAGE Publications[DOI]
  61. ROBERT P. TETT, "JOB SATISFACTION, ORGANIZATIONAL COMMITMENT, TURNOVER INTENTION, AND TURNOVER: PATH ANALYSES BASED ON META-ANALYTIC FINDINGS", Personnel Psychology, 46(2), pp.259~293 (1993), Wiley[DOI]
  62. Edwin A. J. van Hooft, "Motivating and hindering factors during the reemployment process: The added value of employment counselors’ assessment.", Journal of Occupational Health Psychology, 19(1), pp.1~17 (2014), American Psychological Association (APA)[DOI]
  63. Weichun Zhu, "A cross-cultural examination of subordinates' perceptions of and reactions to abusive supervision", Journal of Organizational Behavior, 36(5), pp.720~745 (2015), Wiley[DOI]
  64. 양동민, "직무요구 및 직무통제가 일-가정 갈등, 직무탈진 및 이직의도에 미치는 영향", 기업경영연구, 22(2), pp.87~108 (2015), 한국기업경영학회
  65. Yeung, A., "Workplace incivility: Does it matter in Asia?", People & Strategy, 31(3), pp.14~19 (2008)
  66. Dieter Zapf, "Longitudinal studies in organizational stress research: A review of the literature with reference to methodological issues", Journal of Occupational Health Psychology, 1(2), pp.145~169 (1996), American Psychological Association (APA)[DOI]

관련 논문AI추천

이 간행물의 다른 논문 (5건)