강사 비진실성이 노인들의 조직지원인식에 미치는 영향 - 대인공정성의 매개효과와 서비스품질인식의 조절효과 -
Effects of Lecturer Inauthenticity on Seniors’ Perceived Organizational Support in Senior Community Center - Mediation by Interpersonal Justice and Moderation by Service Quality -
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초록
최근 생활수준 향상과 의료기술의 발달로 노년의 삶이 연장되고 있는 것은 전 세계적인 현상이다. 우리나라의 경우에도 베이비 부모들의 은퇴와 빠른 인구 고령화 속도의 증가로 인하여 노인들의 수가 증가하고 있고, 이로 인해 이러한 노인들을 대상으로 여러 가지 산업이 발달하고 각종 서비스가 제공되고 있다. 전국 각지에 위치하고 활발히 운영되고 있는 노인복지관도 이러한 복지산업과 서비스제공 중 하나이다.의 부분이다. 노인복지관의 효과적인 운영과 관련하여 인적자원관리의 관점에서 수행된 연구가 많지 않은데, 본 연구에서는 노인복지시설의 교육서비스를 직접 전달하는 강사가 노인들을 진실하게 대하는지 여부가 그 노인들이 인식하는 대인공정성과 조직지원의 정도에 미치는 영향을 조사하였다. 또한, 노인들이 평가하는 노인복지시설 서비스품질이 이러한 강사의 진실성여부가 미치는 영향과정에 어떤 영향을 미치는지 추가적으로 살펴보았다. 복지관을 이용하는 노인 224명을 대상으로 2회의 설문조사를 실시하고 확보한 자료를 바탕으로 회귀분석을 실시한 결과, 강사 비진실성이 증가할수록 노인들의 대인공정성 인식수준이 낮아지고 나아가 노인들의 조직지원인식의 수준도 결과적으로 낮아졌음을 알 수 있었다. 또한, 노인들이 복지관이 제공하는 서비스 품질이 높다고 인식하고 있을수록 강사의 비진실성과 노인들의 조직지원인식의 간의 관계가 더 강하게 나타났던 것으로 나타났다. 본 연구는 노인복지관 운영의 효과성을 평가함에 있어 중요한 지표라 할 수 있는 조직지원인식이 어떤 과정과 맥락을 바탕으로 형성되는지 알려주는지에 대한 심층적인 이해를 높였고 실무적인 시사점을 제공하였다.
Abstract
Increased life span, which have resulted from improved living environment and advanced medical technologies, is a common phenomenon in modern societies. This increased life span, as well as low birth rates, also leads Korea to be one of the countries with fast aging of the Korean population. Given this trends that the Korean population gets older, silver industries and relevant service demands soars. One of the resonses to this change in the Korean society, senior community centers have increased and provided education programs to Korean senior people. However, few studies on effective operation of those senior community centers and education programs have been conducted especially from the perspective of human resource management. Acknowledging this, this research focused on how lecturers who directly delivers education services to seniors would influence senior community center performance. More specifically, it was examined how lecturers’ inauthenticity towards seniors would affect those seniors’ perceived interpersonal justice and, subsequently, their perceived organizational support. In addition, the role of seniors’ evaluation of service quality in senior community centers was investigated in this cognitive process which was triggered by lecturers’ inauthenticity. To empirically test these research questions, two surveys were conducted for 224 seniors registered in education programs of a senior community center at the Kyonggi province. The results revealed that as lecturer inauthenticity increased, seniors in community service centers reported lower perceived organizational support and that this relationship was mediated by seniors’ interperosnal justice perceieved from the lecturers’ interpersonal relationship. Finally, the effects of lecturer inauthenticity on seniors’ interpersonal justice perception was strengthened as those seniors evaluated the service quality of their community centers to be higher. The findings of this study improved our understanding of how lecturer would influence senior community centers' effectiveness and provide relevant practical implications.
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