심리적 계약위반이 고객지향성에 미치는 영향: 조직기반 자긍심과 직무 불안정성의 매개적 역할
The Impact of Experienced Psychological Contract Violation on Customer Orientation: The Mediating Role of Organization-Based Self-Esteem and Job Insecurity
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본 연구는 서비스 종업원이 지각하는 심리적 계약위반이 고객지향성에 미치는 영향에 있어 매개효과를 규명하고자 한다. 이에 본 연구에서는 심리적 계약위반과 관련된 이중 메커니즘을 설정하여 파악하고자 한다. 즉, 조직에 대한 종업원의 심리적 메커니즘(즉, 조직기반 자긍심)과 개인의 직무불안정성에 대한 심리적 메커니즘을 설정하여 실증분석하였다. 분석결과, 먼저 심리적 계약위반은 고객지향성에 부(-)의 영향을 미치는 것으로 파악되었다. 둘째, 심리적 계약위반이 고객지향성에 미치는 영향에 있어 조직기반 자긍심과 직무 불안정성에 관해 각각의 매개역할을 살펴보았다. 이에 조직기반 자긍심은 심리적계약 위반이 고객지향성에 미치는 영향을 매개하는 것으로 파악되었다. 하지만, 직무불안정성은 심리적 계약위반과 고객지향성간의 관계에 있어 매개효과가 없는 것으로 확인되었다. 이러한 실증 분석을 기반으로 본 연구는 다양한 학문적·실무적 시사점을 제공하였다.
Abstract
The purpose of this research is to identify the mechanism of psychological contract violation on customer orientation. Accordingly, we investigated a dual process mechanism. first, we examined the mediating role of organization-based self-esteem in the relationship between perceived psychological contract violation and customer orientation. Also, we showed the job insecurity as a mediation variable in the relationship between perceived psychological contract violation and customer orientation. After literature review of psychological contract violation, customer orientation, organization-based self-esteem, and job insecurity, we proposed the mediation research hypothesis. The results of empirical test showed that psychological contract violation and negatively related to customer orientation. Second, organization-based self-esteem did mediate negative relationship between psychological contract violation and customer orientation. However, job insecurity dis not mediate negative relationship between psychological contract violation and customer orientation. Finally, based on the results of empirical test, we suggested various implications.
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