본문 바로가기
KERD
논문KCI 등재

Positive Psychological Capital, Job Intensity, Customer Orientation and trust in O2O Distribution Market

Hye-Yoon Park
한국유통과학회 (Korea Distribution Science Association)|2021.06|유통과학연구 (Journal of Distribution Science)|제19권 제6호|pp. 5-19

1

조회

0

다운로드

1

인용

0

참고문헌

키워드

Positive Psychological CapitalCustomer OrientationO2OJob IntensityCompany Trust

초록

Purpose: O2O Service is a major internet-based distribution industry. The purpose of this study is to confirm the effects of positive psychological capital on job intensity, customer orientation, and the mediating effects of trust of O2O employee. Research design, data and methodology: This study aims to identify the effect of positive psychological capital on customer orientation and job intensity through empirical analysis. 475 questionnaires were used for the final analysis using random sampling methods from O2O employees working at leading distribution companies for hypothesis verification. The analysis methods used for hypothesis testing in this study were analyzed using the SPSS 21.0 statistical package. Results: Empirical analysis shows that it is an important factor in increasing job intensity and customer orientation, and that company trust has a significant influence through mediating effects among variables. Conclusions: In order to enhance job intensity and customer orientation for O2O distribution workers, it is necessary to change efforts with management efforts for positive psychological factors and trust. It is also believed that company trust should be considered as an important factor in the future leadership competency development system in that it can promote positive psychological capital, further strengthening job intensity and customer orientation.

Abstract

Purpose: O2O Service is a major internet-based distribution industry. The purpose of this study is to confirm the effects of positive psychological capital on job intensity, customer orientation, and the mediating effects of trust of O2O employee. Research design, data and methodology: This study aims to identify the effect of positive psychological capital on customer orientation and job intensity through empirical analysis. 475 questionnaires were used for the final analysis using random sampling methods from O2O employees working at leading distribution companies for hypothesis verification. The analysis methods used for hypothesis testing in this study were analyzed using the SPSS 21.0 statistical package. Results: Empirical analysis shows that it is an important factor in increasing job intensity and customer orientation, and that company trust has a significant influence through mediating effects among variables. Conclusions: In order to enhance job intensity and customer orientation for O2O distribution workers, it is necessary to change efforts with management efforts for positive psychological factors and trust. It is also believed that company trust should be considered as an important factor in the future leadership competency development system in that it can promote positive psychological capital, further strengthening job intensity and customer orientation.

참고문헌 (42)

  1. Agarwal, U. A., "Linking LMX, Innovative Work Behavior and Turnover Intentions : The Mediating Role of Work Engagement", Career Development Internation, 17(3), pp.208~230 (2012)
  2. Bakker, A. B., "How Job Demands Affect Partners' Experience of Exhaustion : Integrating Work-Family Conflict and Crossover Theory", Journal of Applied Psychology, 93(4), pp.901~911 (2008)
  3. Bateman, C., "The Impact of salesperson Customer Orientation on the Evaluation of a Salesperson's Ethical Treatment, Trust in the Salesperson, and Intentions to Purchase", The Journal of Personal Selling & Sales Management, 35(2), pp.125~142 (2015)
  4. Nurul CHAMIDAH, "Marketing Communication and Synergy of Pentahelix Strategy on Satisfaction and Sustainable Tourism", The Journal of Asian Finance, Economics and Business, 7(3), pp.177~190 (2020), 한국유통과학회
  5. Jeong-Lee Chun, "공항의 기대서비스 수준에 관한 연구: 유통서비스기관 평가결과의 효과를 중심으로", 유통과학연구, 16(11), pp.47~56 (2018), 한국유통과학회[DOI]
  6. Conduit, J., "Balancing the Act: The Implications of Jointly Pursuing Internal Customer Orientation and External Customer Orientation", Journal of Marketing Management, 30(13-14), pp.1320~1352 (2014)
  7. Connolly, J. J., "The Role of Affectivity in Job Satisfaction : A meta-analysis", Personality and Individual Differences, 29, pp.265~281 (2000)
  8. Wenqian Dai, "Effects of Website Characteristics and Delivery Service Quality on Repurchase Intention", 산경연구논집, 9(5), pp.17~24 (2018), 한국유통과학회
  9. Ngoc Bich DO, "An investigation of Generation Z’s Intention to use Electronic Wallet in Vietnam", 유통과학연구, 18(10), pp.89~99 (2020), 한국유통과학회[DOI]
  10. Field, L. K., "Work Engagement, Organizational Commitment, Job Resources and Job Demands of Teachers Working Within Disadvantaged High Schools in Kwazulu-Natal, South Africa", Journal of Psychology in Africa, 22(1), pp.87~95 (2012)
  11. Fornell, C., "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error", Journal of Marketing Research, 18(1), pp.39~50 (1981)
  12. Hakanen, J. J., "Burnout and Work Engagement among Teachers", Journal of School Psychology, 43(6), pp.495~513 (2006)
  13. 한지영, "디지털 마케팅 성과에 영향을 미치는 제품의 유형과 디지털 채널 선정에 관한 연구", 유통과학연구, 13(5), pp.91~102 (2015), 한국유통과학회[DOI]
  14. Hardius Usman, "Customer Communication Strategy for Islamic Banks", 산경연구논집, 6(2), pp.17~24 (2015), 한국유통과학회
  15. 정갑진, "내부마케팅 요인이 조직의 기술혁신과 지각된 서비스 품질에 미치는 영향", 유통과학연구, 13(6), pp.87~96 (2015), 한국유통과학회[DOI]
  16. Min-Jung Kang, "A Study on the Mediating Effect of Customer Orientation between O2O Service Quality and Customers’ Perceived Service Satisfaction", 유통과학연구, 19(2), pp.37~44 (2021), 한국유통과학회
  17. 김은희, "실용적 쇼핑가치와 지각된 품질에 따른 PB제품에 대한 소비자태도에 관한 연구", 유통과학연구, 10(10), pp.35~43 (2012), 한국유통과학회[DOI]
  18. 김판진, "소비자의 전통시장에 대한 인식수준이 재 방문의도에 미치는 영향 연구: 목포지역 소비자를 중심으로", 산경연구논집, 8(5), pp.77~85 (2017), 한국유통과학회
  19. Nguyen Binh Minh LE, "Measuring Trusts And The Effects On The Consumers’ Buying Behavior", 유통과학연구, 18(3), pp.5~14 (2020), 한국유통과학회[DOI]
  20. 이정완, "Critical Factors Affecting Consumer Acceptance of Online Health Communication: An Application of Service Quality Models", The Journal of Asian Finance, Economics and Business, 4(3), pp.85~94 (2017), 한국유통과학회
  21. Lorens, S., "Does a Positive Gain Spiral of Resources, Efficacy Beliefs and Engagement Exist?", Computers in Human Behavior, 23(1), pp.825~841 (2007)
  22. Luthans, F., "Human, Social, and Now Positive Psychological Capital Management : Investing in People for Competitive Advantage", Organizational Dynamics, 33(2), pp.143~160 (2004)
  23. Luthans, F., "Experimental Analysis of a Web-Based Intervention to Develop Positive Psychological Capital", Academy of Management Learning and Education, 7(2), pp.209~221 (2008)
  24. Luthans, F., "Positive Psychological Capital : Measurement and Relationship with Performance and Satisfaction", Personnel Psychology, 60, pp.541~572 (2007)
  25. Luthans. F., "The Development and Resulting Performance Impact of Positive Psychological Capital", Human Resource Development Quarterly, 21(1), pp.41~66 (2010)
  26. Masten, A. S., "Ordinary Magic : Resilience Process in Development", American Psychologist, 56(3), pp.227~239 (2001)
  27. Masten, A. S., "Resources and Resilience in the Transition to Adulthood : Continuity and Change", Development and Psychopathology, 16(4), pp.1071~1094 (2004)
  28. Meyer, J. P., "Commitment to Organizations and Occupations : Extension and Test of a Component Conceptualization", Journal of Applied Psychology, 78(4), pp.538~551 (1993)
  29. 남성집, "Cross-cultural Service Variation: Airline Service Quality", 유통과학연구, 13(9), pp.19~27 (2015), 한국유통과학회[DOI]
  30. Votchik NATALYA, "Determinants of Private Label’s Purchase Intention in the Korean Market", 유통과학연구, 18(10), pp.121~130 (2020), 한국유통과학회
  31. Hyun-Sung PARK, "A study on the O2O Commerce Business Process with Business Model Canvas", 유통과학연구, 18(5), pp.89~98 (2020), 한국유통과학회[DOI]
  32. 박선주, "The Effects of Online Product Reviews on Sales Performance: Focusing on Number, Extremity, and Length", 유통과학연구, 17(5), pp.85~94 (2019), 한국유통과학회[DOI]
  33. Schaubroeck, J., "Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms", Journal of Organizational Behavior, 21, pp.163~183 (2000)
  34. Schaufeli, W. B., "Job Demands, Job Resources, and Their Relationship with Burnout and Engagement : A Multi-Sample Study", Journal of Organizational Behavior, 25(3), pp.293~316 (2004)
  35. Schaufeli, W. B., "Efficacy or Inefficacy, That is the Question : Burnout and Work Engagement, and Their Relationships with Efficacy Beliefs", Anxiety Stress and Coping, 20(2), pp.177~196 (2007)
  36. Snyder, C. R., "Hope Theory : Rainbows in the Mind", An International Journal for the Advancement of Psychological Theory, 13(4), pp.249~275 (2002)
  37. Stajkovic, A. D., "Development of a Core Confidence : Higher Order Construct", Journal of Applied Psychology, 91(6), pp.1208~1224 (2006)
  38. Sweetman, D., "Relationship between Positive Psychological Capital and Creative Performance", Canadian Journal of Administrative Sciences, 28(1), pp.4~13 (2011)
  39. Fatos UKAJ, "The Relationships among Service Quality and e-Marketing with Trust and Loyalty to Brands of Mobile Telephone Operators in Kosovo", 유통과학연구, 17(10), pp.27~39 (2019), 한국유통과학회[DOI]
  40. Vogus, T. J., "The Affective Foundations of High-Reliability Organizing", Journal of Organizational Behavior, 35(4), pp.592~596 (2014)
  41. Wefald, A. J., "Job Engagement in Organizations : Fad, Fashion, or Folderol?", Journal of Organizational Behavior, 30(1), pp.141~145 (2009)
  42. Yang Xue, "The Effects of LMX and Feeling Trusted on Job Performance and Workplace Ostracism Among Salespeople", 유통과학연구, 17(4), pp.41~50 (2019), 한국유통과학회[DOI]

관련 논문AI추천

사회적 지지와 고객지향성의 관계에서 긍정심리자본의 매개효과여인주, 차길수관광경영학회 · 관광경영연구2016 · 제20권 제5호감성리더십이 고객지향성에 미치는 영향과 긍정심리자본의 매개효과: 국내 보험회사 설계사를 대상으로이지영, 이희수한국직업교육학회 · 직업교육연구2015 · 제34권 제4호The Effects of Flight Attendants' Positive Psychological Capital on Mindfulness and Customer Orientation : Focusing on the Mediating Effect of Emotional Dissonance이항, 김준환한국상업경영학회 · 상업경영연구2015 · 제29권 제3호Psychological Capital and Coping Strategies in Pharmaceutical Sales Channel Management한국유통과학회 · 유통과학연구2025 · 제23권 제11호Small and Medium Business Workers’ Positive Psychological Capital, Life Satisfaction, and Innovative Work Behavior양회창, Hee-Young Cho한국유통과학회 · 유통과학연구2015 · 제13권 제7호헤어미용종사자들의 긍정심리자본이 직무만족 및 이직의도에 미치는 영향강성구, 김나연, 김지현, 김채윤, 박윤희, 서현숙, 손가빈, 송승연, 이유림, YOAJIE한국인체미용예술학회 · 한국인체미용예술학회지2016 · 제17권 제4호

이 간행물의 다른 논문 (4건)

The Impact of Organizational Management Factors on Direct Employee Consultation in Distribution ChannelsSeung-Hyun HONG, Seong-Gon KIMpp. 21-28Business Performance Determinants of Salted Fish Distribution in Kapuk During the COVID-19Glisina Dwinoor REMBULAN, Michael CHRISTIAN, Yustinus YUNIARTO, Suryo WIBOWO, Eko Retno INDRIYARTI, Dewi DEWIpp. 29-39The Activation of University Entrepreneurship Education for Market Distribution: Implication for the Developing Countries최종인, Won-Cheul LEEpp. 41-51The Influence Factors on Customer Satisfaction and Loyalty in Distribution: An Empirical Study on Sushi Tei Restaurant, JakartaNova ANDRIYANI, Z. HIDAYATpp. 53-66
원문 보기