본문 바로가기
KERD
논문KCI 등재

서비스기업 종사원의 심리적 주인의식과 소비자만족에 관한 연구

A Study on Relationship Between Psychological Ownership & Customer Satisfaction in Service Enterprise Employees

Jae-Gyun Kim|Jung-Lim Lee|Hyoung-Gil Kim
한국유통과학회 (Korea Distribution Science Association)|2016.03|유통과학연구 (Journal of Distribution Science)|제14권 제3호|pp. 93-101|DOI 10.15722/jds.14.3.201603.93

0

조회

0

다운로드

0

인용

0

참고문헌

키워드

Psychological OwnershipRegulatory FocusCustomer Satisfaction.

초록

Purpose – Due to the heavy reliance on the human dependence, several factors such as attitude, behavior, emotional status and the quality of the service by the employees have been a decisive effect on the existence of a business in service industry. This study made use of the cases from the beauty salons in Korea, and tried to find out the meaningful results with following purposes. The purpose of this study is to find out the effects of psychological ownership with focusing on the employees in service industry. Therefore, this study is based on the literature reviews in the fields of psychological ownership, regulatory focus, and customer satisfaction. In particular, this study focuses on the regulatory focus with two parts. The two parts are composed of the promotion focus and prevention focus. Also, the relationship between the regulatory focus on employee and customer satisfaction was identified through empirical study. Mediating effects of regulatory focus were also studied, that is, the regulatory focus was on the relationship between psychological ownership and customer satisfaction. In conclusion, practical and intellectual implications were discussed for the growth and development in service industry. Research design, data & methodology – The survey for this study was conducted from November 15th to December 15th in 2015. The same amount of survey was given to both, the service providers and customers. For both of them, such as the service providers and customers, 260 questionnaires were distributed to them in total. After excluding the missing and unreliable responses for the exact analysis and process, 250 responses were collected and used in the research analysis. This study conducted a survey questionnaires, and the confirmatory analysis was used for the reliability and validity in this study. SPSS & AMOS programs were used for the analysis. Results – The first variable that was looked at from this study is the psychological ownership. The psychological ownership had positive effects on the performance both in improving focus and prevention focus. It indicates that this study supports the results from the previous studies. Second, the effects on the performance in improving focus and prevention focus for customer satisfaction were studied. As a result, the performance in improving focus had positive effect on customer satisfaction, but prevention focus did not have any positive effect. Third, this study looked at the mediating effect of regulatory focus on the relationship between the psychological ownership and the customer satisfaction, and only partly, they had positive effects on customer satisfaction. Conclusions – The results of this study showed that the psychological ownership has positive effects on regulatory focus both in performance improving focus and prevention focus. However, the mediating effects had partial positive effects on customer satisfaction and these results indicate that the service enterprises should focus on the employees' psychological ownership in order to maximize the customers’ satisfaction.

Abstract

Purpose – Due to the heavy reliance on the human dependence, several factors such as attitude, behavior, emotional status and the quality of the service by the employees have been a decisive effect on the existence of a business in service industry. This study made use of the cases from the beauty salons in Korea, and tried to find out the meaningful results with following purposes. The purpose of this study is to find out the effects of psychological ownership with focusing on the employees in service industry. Therefore, this study is based on the literature reviews in the fields of psychological ownership, regulatory focus, and customer satisfaction. In particular, this study focuses on the regulatory focus with two parts. The two parts are composed of the promotion focus and prevention focus. Also, the relationship between the regulatory focus on employee and customer satisfaction was identified through empirical study. Mediating effects of regulatory focus were also studied, that is, the regulatory focus was on the relationship between psychological ownership and customer satisfaction. In conclusion, practical and intellectual implications were discussed for the growth and development in service industry. Research design, data & methodology – The survey for this study was conducted from November 15th to December 15th in 2015. The same amount of survey was given to both, the service providers and customers. For both of them, such as the service providers and customers, 260 questionnaires were distributed to them in total. After excluding the missing and unreliable responses for the exact analysis and process, 250 responses were collected and used in the research analysis. This study conducted a survey questionnaires, and the confirmatory analysis was used for the reliability and validity in this study. SPSS & AMOS programs were used for the analysis. Results – The first variable that was looked at from this study is the psychological ownership. The psychological ownership had positive effects on the performance both in improving focus and prevention focus. It indicates that this study supports the results from the previous studies. Second, the effects on the performance in improving focus and prevention focus for customer satisfaction were studied. As a result, the performance in improving focus had positive effect on customer satisfaction, but prevention focus did not have any positive effect. Third, this study looked at the mediating effect of regulatory focus on the relationship between the psychological ownership and the customer satisfaction, and only partly, they had positive effects on customer satisfaction. Conclusions – The results of this study showed that the psychological ownership has positive effects on regulatory focus both in performance improving focus and prevention focus. However, the mediating effects had partial positive effects on customer satisfaction and these results indicate that the service enterprises should focus on the employees' psychological ownership in order to maximize the customers’ satisfaction.

참고문헌 (51)

  1. Avey, James B., "Psychological Ownership Theoretical Extensions Measurement, and Relation to Work Outcomes", Journal of Organizational Behavior, 30(2), pp.173~191 (2009)
  2. Baas, Matthijs, "When Prevention Promotes Creativity : The Role of Mood, Regulatory Focus, and Regulatory Closure", Journal of Personality and Social Psychology, 100(5), pp.794~809 (2011)
  3. 배성현, "조직공정성과 조직결과변수간의 관계에서 심리적 주인의식의 매개효과 및 부정적 성향의 조절효과", 인적자원관리연구, 17(4), pp.97~126 (2010), 한국인적자원관리학회
  4. Buchko, A., "Employee Ownership, Attitude and Turnover : An Empirical Assessment", Human Relation, 45(7), pp.711~733 (1992)
  5. Cadotte, Ernest R., "Expectations and Norms in Models of Consumer Satisfaction", Journal of Marketing Research, 24, pp.305~314 (1987)
  6. 조송현, "참여스포츠의 서비스품질과 고객애호도의 관계", 박사, 체육교육, pp.2002
  7. 추대엽, "외식기업 직원의 심리적 주인의식과 조직유효성의 영향관계에 관한 연구", 대한경영학회지, 23(2), pp.1119~1137 (2010), 대한경영학회
  8. Darian, Jean C., "Retail Patronage Intention : The Relative Importance of Perceived Prices & Salesperson Service Attributes", Journal of Retailing and Consumer Service, 12(1), pp.15~23 (2005)
  9. Dirks, Kurt T., "Psychological Ownership in Organizations : Conditions under which individuals promote and resist change", Research in Organizational Change and Development, 9, pp.1~23 (1996)
  10. Dittmar, Helga, "The Social Psychology of Material Possessions: To Have is To Be" (1992), Martin’s Press
  11. Hammer, Tove H., "Employee Ownership : Implications for the Organizational Distribution of Power", Academy of Management Journal, 23(1), pp.78~100 (1980)
  12. 한상린, "제품특성과 판매원의 동기간의 상호작용이 적응 판매행동에 미치는 영향", 유통연구, 20(2), pp.161~185 (2015), 한국유통학회
  13. Higgins, E. Tory, "Beyond Pleasure and Pain", American Psychologist, 52(12), pp.1280~1300 (1997)
  14. Higgins, E. Tory, "Promotion and Prevention : Regulatory Focus as a Motivational Principle", Advances in Experimental Social Psychology, 30, pp.1~46 (1998)
  15. Higgins, E. Tory, "Achievement orientations from subjective histories of success : Promotion pride versus prevention pride", European Journal of Social Psychology, 31(1), pp.3~23 (2001)
  16. Holmbeck, Grayson. N, "Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators : Examples from the child-clinical and pediatric psychology literatures", Journal of Consulting and Clinical Psychology, 65, pp.599~610 (1997)
  17. Idson, Lorraine. C., "Imagining How You’d Feel : The Role of Motivational Experiences from Regulatory Fit", Personality and Social Psychology Bulletin, 30(7), pp.926~937 (2004)
  18. 장재훈, "호텔 종사원 특성, 가격, 물리적 환경이 소비자의 만족과 재방문에 미치는 영향", 관광연구, 26(2), pp.329~350 (2011), 대한관광경영학회
  19. 정유정, "조절초점(regulatory focus)이 선택대안의 구성에 미치는 영향: 만족", 불만족 경험의 조절효과, 2013, pp.24(3), 99~122[DOI]
  20. Jung, Kyung-Sik, "Effects of Salespeople’s Entrepreneurial Orientation on Sales Performance: Focused on the Mediating Roles of Psychological Process", Doctor, pp.2016
  21. 김상희, "판매원의 대인애착성향과 관계신념, 적응적 판매와의 관계에 관한 연구", 마케팅연구, 22(2), pp.135~176 (2007), 한국마케팅학회
  22. 김광근, "호텔기업 종사자의 심리적 주인의식에 관한 연구* - 직무특성과 사회적 지원을 중심으로 -", 관광연구, 25(1), pp.461~484 (2010), 대한관광경영학회
  23. Gyeong-Cho Kim, "A Study on the Effects of Super-Supermarket Service Quality on Satisfaction in Store Selection", 산경연구논집, 4(2), pp.41~49 (2013), 한국유통과학회
  24. 김용철, "관광기업 종사원이 지각하는 심리적 주인의식의 선행요인과 결과 : 조직특성과 직무특성을 중심으로", 석사, 관광경영, pp.2009
  25. 김영두, "이익 혹은 손실 상황에서 금융소비자들이 경험하는 감정은 모두 같은가? - 조절초점에 따른 감정 유형 간 강도 그리고 만족도 차이를 중심으로 -", 소비자학연구, 22(3), pp.25~55 (2011), 한국소비자학회
  26. Jong-Jin Kim, "Effects of Ethical Management on Job Satisfaction and Turnover in the South Korean Service Industry", 산경연구논집, 6(1), pp.17~26 (2015), 한국유통과학회
  27. 이봉세, "직무특성과 주인의식문화가 심리적 소유감 및 태도에 미치는 영향", 산업관계연구, 19(1), pp.139~167 (2009), 한국고용노사관계학회
  28. 이호정, "소비자의 조절초점에 따른 VM이 쇼핑가치 및 쇼핑만족에 미치는 영향에 관한 연구", 한국의류산업학회지, 16(4), pp.580~587 (2014), 한국의류산업학회
  29. Lee, Kyu-Hyeon, "A Study on the Determinants of the Psychological Ownership that Affects through the Paths", Master, pp.2010
  30. 이규용, "직무특성과 서비스품질의 관계에서 심리적 주인의식의 매개효과", 대한안전경영과학회지, 16(1), pp.147~158 (2014), 대한안전경영과학회[DOI]
  31. 이성호, "기업가정신이 회원직접판매 판매원의 정서적 고갈과 직무 만족에 미치는 영향", 마케팅관리연구, 20(1), pp.91~110 (2015), 한국마케팅관리학회
  32. Lee, Yoo-Jae, "The Current Status of Service Industry and Service Quality", Journal of Consumer Studies, 7(2), pp.129~157 (1996)
  33. 이형주, "호텔 종업원의 성격특성이 직무성과에 미치는 영향에 관한 연구 - 직무자원활용성과 종업원서비스지향성의 매개역할을 중심으로 -", 마케팅연구, 23(3), pp.117~140 (2008), 한국마케팅학회
  34. Leone, Luigi, "Emotions and decision making : Regulatory focus moderates the influence of anticipated emotions on action evaluations", Cognition and Emotion, 19(8), pp.1175~1198 (2005)
  35. Mayhew, Melissa G., "A Study of the Antecedents and Consequences of Psychological Ownership in Organizational Settings", Journal of Social Psychology, 147(5), pp.477~500 (2007)
  36. 박인수, "지각된 품질이 고객가치 및 고객만족에 미치는 영향 연구", 유통과학연구, 4(2), pp.65~80 (2006), 한국유통과학회
  37. 박정은, "우리나라 영업 연구의 현재와 미래: 비판적 고찰과 미래 연구방향을 중심으로", 마케팅연구, 29(6), pp.45~62 (2014), 한국마케팅학회
  38. 박진용, "심리적 주인의식 : 서비스 제공자에 대한 고객 관점에서의 평가", 마케팅연구, 28(6), pp.161~184 (2013), 한국마케팅학회
  39. 박정섭, "서비스 기업의 종업원 만족도가 경영성과에 미치는 영향에 관한 연구", 유통과학연구, 3(2), pp.101~120 (2005), 한국유통과학회
  40. Pierce, Jon. L., "Toward a Theory of Psychological Ownership in Organizations", Academy of Management Review, 26(2), pp.298~310 (2001)
  41. Pierce, Jon. L., "The State of Psychological Ownership : Integrating and Extending a Century of Research", Review of General Psychology, 7(1), pp.84~107 (2003)
  42. Pierce, Jon. L., "Work Environment Structure and Psychological Ownership : The Mediating Effects of Control", Journal of Social Psychology, 144(5), pp.507~534 (2004)
  43. Pierce, Jon. L., "Employee Ownership : A Conceptual Model of Process and Effects", Academy of Management Review, 16(1), pp.121~144 (1991)
  44. Pierce, Jon. L., "Collective Psychological Ownership within the Work of Organizational Context : Construct Introduction and Elaboration", Journal of Organizational Behavior, 31, pp.810~834 (2010)
  45. Reichheld, Fredrick F., "Zero defections:Quality comes to services", Harvard Business Review, pp.105~111 (1990)
  46. 류백현, "유통·호텔 종사원의 팀에 대한 몰입의 선행요인과 결과요인에 관한 연구", 유통과학연구, 14(2), pp.113~121 (2016), 한국유통과학회[DOI]
  47. Chung-Sub Shin, "The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and Loyalty", The East Asian Journal of Business Management, 5(4), pp.47~57 (2015), 한국유통과학회
  48. Vandewalle, Don, "Psychological Ownership : An Empirical Examination of its Consequences", Group and Organization Management, 20, pp.210~226 (1995)
  49. Van Dyne, Linn, "Psychological Ownership and Feelings of Possession : Three Field Studies Prediction Employee Attitudes an Organizational Citizenship Behavior", Journal of Organizational Behavior, 25, pp.439~459 (2004)
  50. Wagner, Stephen. H., "Employee that Think and Act like Owners : Effects of Ownership Beliefs and Behaviors on Organizational Effectiveness", Personnel Psychology, 56(4), pp.847~871 (2003)
  51. 유창조, "영업사원의 개별특성, 판매행동양식, 영업성과에 관한 구조적 모형: 기존 모형의 확장", 마케팅연구, 23(1), pp.1~21 (2008), 한국마케팅학회

관련 논문AI추천

호텔 종사원의 심리적 주인의식이 고객지향성에 미치는 영향 - 직무만족의 매개효과를 중심으로 -박남수, 전홍섭한국관광산업학회 · Tourism Research2014 · 제39권 제3호호텔 종업원의 심리적 주인의식이 고객지향성에 미치는 영향에 관한 연구: 자기효능감의 조절효과를 중심으로김현정관광경영학회 · 관광경영연구2019 · 제23권 제1호고객 역할 외 행동이 종사원의 직무태도에 미치는 영향 - 조절초점의 조절효과를 중심으로 -성낙봉, 유요섭한국관광산업학회 · Tourism Research2012 · 제37호심리적 주인의식과 혁신행동에 관한 연구: 직무만족과 직무열의를 중심으로정동섭경영경제연구소 · 아태비즈니스연구2019 · 제10권 제1호서비스 환경에서 고객의 심리적 주인의식이 관계지속의도에 미치는 영향에 대한 탐색적 연구심현숙, 한상린서비스마케팅학회 · 서비스마케팅저널2019 · 제12권 제1호The Role of Job-esteem between Psychological Ownership and Organizational identification of Hotel Employees임지은사람과세계경영학회 · Global Business and Finance Review2018 · 제23권 제3호

이 간행물의 다른 논문 (10건)

A Study on Drone’s Liability on Flight in South Korea곽영암pp. 5-10Effect of Authentic Leadership on Organizational Citizenship Behaviors through Mediating Roles of Followers’ Self-awareness and Psychological OwnershipHyo-Sung Oh, 탁진국pp. 11-22An Empirical Study on the Logistics Barriers of Three Countries in Northeast AsiaChang-Kwon Yoopp. 23-30Analysis of Competitiveness in Steel Distribution Industry between China and JapanJae-Sung Leepp. 31-38R&D Expenditure, International Trade and Economic Growth: Korea’s Experience이명훈, 마재신pp. 39-44
원문 보기