서비스 기업에서 조직정치지각과 종업원의 적응적 판매행동과의 관계
The Relationship between Perceived Organizational Politics and Employees' Adaptive Sales Behavior in Service Companies
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초록
본 연구에서는 서비스 종업원들의 조직정치지각이 적응적 판매행동에 미치는 영향을 파악하고 종업원의 심리적 메커니즘에 관한 직무열의 및 고객지향성에 대한 매개효과를 실증적으로 파악하였다. 분석결과, 조직정치지각은 적응적 판매행동에 부정적 영향이 있는 것으로 파악되었다. 즉, 조직정치를 지각한 서비스 종업원들은 개인의 직무인 적응적 판매행동을 감소시킨다는 것을 의미한다. 둘째, 조직정치지각이 적응적 판매행동에 미치는 영향관계에서 직무열의와 고객지향성의 매개효과를 각각 분석하였다. 분석 결과, 본 연구가 추론한 것과 달리 직무열의와 고객지향성은 조직정치지각과 적응적 판매행동 간의 관계에 매개효과가 존재하지 않는 것으로 파악되었다. 마지막으로 본 연구에서는 조직정치지각이 적응적 판매행동에 미치는 영향관계에서 직무열의와 고객지향성의 순차직렬 매개효과를 검증하였는데, 그 결과 종업원의 조직정치지각 → 직무열의 → 고객지향성 → 적응적 판매행동으로 이어지는 순차직렬 매개효과를 확인하였다. 이러한 실증 분석 결과는 조직정치를 지각한 서비스 종업원들은 직무열의를 감소시킴으로써, 고객지향성을 저해하고 이에 따라 개인의 직무인 적응적 판매행동에 부정적 영향을 미친다는 것을 시사한다.
Abstract
In this study, the impact of service employees' perceptions of organizational politics on adaptive sales behavior was identified and the mediating effects of job enthusiasm and customer orientation on employees' psychological mechanisms were empirically tested. As a result of the analysis, it was found that perceived organizational politics had a negative effect on adaptive sales behavior. In other words, it means that service employees who perceive organizational politics reduce adaptive sales behavior, which is an individual's job. Second, the mediating effects of job enthusiasm and customer orientation on the impact of perceived organizational politics on adaptive sales behavior were analyzed. As a result of the analysis, contrary to what the hypothesis was formulated, it was found that job enthusiasm and customer orientation did not have a mediating effect on the relationship between perceived organizational politics and adaptive sales behavior. Lastly, this study verified the sequential mediating effect of job enthusiasm and customer orientation on the impact of perceived organizational politics on adaptive sales behavior. As a result, a sequential serial mediation effect was confirmed; the employees' perception of organizational politics → job enthusiasm → customer orientation → adaptive sales behavior. These empirical analysis results mean that service employees who perceive organizational politics reduce their job enthusiasm, thereby hindering customer orientation, which has a negative impact on adaptive sales behavior, which is an individual's job.
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