재량적 노력과 집단성과의 관계에 관한 연구
A Study On The Relation Between Discretionary Effort And Group Performance
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참고문헌
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초록
본 논문은 한국에 있어서 종업원의 재량적 노력(discretionary effort)과 은행지점의 재무적 성과와의 관계를 조사하고자 한다. 재량적 노력은 조직 구성원의 공식적 역할기대를 넘어선 추가적인 직무수행노력과 구성원의 적극적 협력, 도움, 제안, 선의나 이타주의와 같은 자발적 행동으로서 여러 가지 방식으로 나타날 수 있다.은행과 같은 서비스 산업에 있어서, 구성원의 재량적 노력은 성과향상에 긍정적 영향을 미치는 것으로 알려져 있다. 즉 재량적 노력은 고객의 만족과 행동을 유도하며 그 결과 장기적으로 은행 지점의 성과향상에 이바지할 수 있다. 그런데 재량적 노력에 관한 대부분의 기존연구는 개인분석 수준에서 이루어졌고, 집단 수준에서의 연구는 거의 없다. 본 연구는 재량적 노력을 집단수준의 현상으로 접근한다. 본 연구는 은행지점의 집단수준에서 분석이 이루어졌다. 한국의 한 은행을 대상으로 조사한 결과, 재량적 노력은 은행지점의 재무적 성과에 긍정적으로 유의미한 영향을 미치는 것으로 나타나고 있다.
Abstract
This study attempts to investigate the relationships between employees' discretionary efforts and financial performance of bank branches in Korea. Discretionary effort may be expressed in various ways such as extra work effort and voluntary behavior like active cooperation, helpful behaviour, suggestion, benevolence or altruism which is beyond the formal role expectation. In service industry like bank discretionary efforts are known to have a significant impact on performance. Discretionary efforts lead to customers' satisfaction and behaviour, consequently it, in the long run, has significant impacts on bank branch performance. There is little research on discretionary efforts which focus on group level. This research approaches discretionary efforts in terms of group level phenomenon. Analysis of this study is done at the group level of bank branches. Statistical analysis in Korean bank branches shows that employees' discretionary efforts has a significant positive effect on financial performance of bank branch.
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