직무요구와 직무소진, 그리고 고객지향적 행동의 관계에서 직무자원동원성이 미치는 영향－직무자원동원성의 조절효과 검증－
The Effects of Job-Resourcefulness on The Relationship among Job demand, Burnout, and Customer Oriented Behaviors: Moderating effects of Job-Resourcefulness
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초록
본 연구의 목적은 직무요구과 직무소진, 그리고 고객지향적 행동의 관계에서 직무자원동원성이 미치는 영향을 실증적으로 파악하는 것이다. 고객접점에서 근무하는 310명의 일선 종업원 및 관리자를 대상으로 설문조사를 실시하고 위계적회귀분석 방법으로 자료를 분석한 결과, 구성원은 역할갈등을 많이 느낄수록 감정소진 및 탈개인화 현상의 정도가 높고 역할모호성을 많이 경험할수록 감정소진이 많으며 고객지향적 행동을 적게 하는 것으로 나타났다. 그러나 직무자원동원성이 높은 사람은 직무수행 시 역할갈등이 높다하더라도 상대적으로 고객지향적 행동을 많이 하는 것으로 나타나 본 연구에서 확인하고자 하였던 직무자원동원성의 조절효과가 부분적으로 입증되었다. 연구의 결론부분에 연구의 학문적･실무적 시사점 및 향후 연구방향을 제시하였다.
Abstract
The purpose of this study is to identify the influence of job-resourcefulness on the relationship among job demand, burnout, and customer oriented behaviors. In order to achieve this purpose, this study conducted a questionnaire survey for 310 front-line service workers and managers. Data obtained from them were analyzed using hierarchical regression analysis method. The results revealed that the workers who have higher level of role conflict were found to have higher level burnout and the workers having higher level of role ambiguity were found to have higher level of emotional exhaustion and engage less in customer oriented behaviors. However, the workers who have higher level of job-resourcefulness were shown to engage more in customer oriented behaviors under role conflict situation. Therefor the moderating effect of job-resourcefulness between job stressors and negative consequences is observed. Theoretical, practical implications and future research directions including limitations are discussed in the conclusion.
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