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개인-조직환경 적합성과 탈진의 대상차원, 그리고 성과간의 구조적 관계

Person-Environment Fit, Multifaceted Burnout Tendency of Boundary Spanning and Performance

이서구|한계숙
한국소비자학회 (Korean Society Of Consumer Studies)|2009.06|소비자학연구 (Journal of Consumer Studies)|제20권 제2호|pp. 121-147

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참고문헌

키워드

Burnout콜센터질적 성과Qualitative PerformancePerson-Environment fit양적 성과개인-조직환경 적합성탈진의 차원고객에 대한 탈진회사에 대한 탈진업무 성과Dimension of BurnoutBurnout Tendency toward Company ManagementBurnout Tendency toward CustomerQuantitative Performance.
주제분류경제학

초록

고객들을 직접 대면하는 접점 종업원들의 경우 고객의 입장에서 문제를 해결하고 질 높은 서비스를 제공해야 함과 동시에 회사에서 정해준 정책과 지시를 효율적으로 달성해야 하는 이중고를 경험하게 된다. 이는 접점종업원들이 경험하는 탈진이 불특정다수로부터 오는 것이 아니라 고객, 회사관리자와 같은 구체적 역할구성원으로부터 올 수 있음을 의미하지만 이에 대한 실증연구는 미흡하였다. 이에 본 연구는 종업원 탈진의 차원을 회사에 대한 탈진과 고객에 대한 탈진으로 구분하고 종업원이 수행해야 하는 양적 성과와 질적 성과에 미치는 영향과 탈진 대상차원간의 관계를 살펴보았다. 더불어 탈진의 대상차원에 영향을 미치는 선행요인으로 적합성 이론에 근거한 개인-조직환경 적합성(개인-직무, 개인-상사, 개인-동료, 개인조직)을 제시하고 각 차원들이 회사에 대한 탈진과 고객에 대한 탈진에 미치는 영향을 탐색적으로 제시하였다. 이를 위해 신용카드 및 보험회사 등 5개사의 고객 콜센터 접점직원 325명을 대상으로 분석한 결과, 고객에 대한 탈진은 양적 질적 성과를 모두 감소시키는 반면 회사관리에 대한 탈진은 양적 성과에는 부정적인 영향을 미치나 질적 성과에는 영향력이 없는 것으로 나타나 가설은 기각되었다. 더불어 회사에 대한 탈진은 고객에 대한 탈진의 정도에 양의 영향을 미치는 것으로 나타났다. 한편 개인-조직환경 적합성과 탈진차원간의 관계는 개인-상사 적합성이 고객에 대한 탈진에 미치는 영향을 제외하고는 모두 지지되었다. 마지막으로 기각된 연구가설에 대한 논의와 본 연구의시사점, 그리고 향후 연구방향을 제시하였다.

Abstract

Job market has been frozen and intensive restructuring has been carried out in various industries as economic environment get worse. Much effort to raise productivity and customer value has been accompanied for competitive advantage. In results, employees have experienced high level of stress and burnout due to heavy burden of task and performance competition. Evidence linking marketing oriented boundary spanning positions such as customer service representatives and sales people to burnout has been accumulating with alarming regularity. Burnout has been described as a stress syndrome in response to the job that includes emotional exhaustion, depersonalization, and diminished personal accomplishment. It is a prolonged response to chronic emotional and interpersonal accomplishment. Burnout has been associated with a variety of negative personal outcomes, including psychological problems such as depression, irritability, helplessness anxiety, reduced organizational commitment, and job satisfaction. Its presence as a social problem in many human services professions was the impetus for the research that is now taking place in many countries. That research has established the complexity of the problem and has examined the individual stress experience within a larger social and organizational context of people’s response to their work.

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