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대형유통업체 관리자와 중소입점업체 판매원간 교환관계(LMX)가 판매원의 직무만족과 이직의도에 미치는 영향 : 조직동일시의 매개효과를 중심으로

The Impact of Leader-Member Exchange between Department Store Managers and In-Store Salespersons Working for Small-and Medium-Sized Enterprises on Salespersons’ Job Satisfaction and Turnover Intention: Centered around the Mediating Effect of Organizational Identification

이준호|한수진
한국중소기업학회|2013.09|중소기업연구|제35권 제3호|pp. 181-206

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참고문헌

키워드

직무만족Job Satisfaction이직의도Turnover Intention조직동일시Organizational IdentificationLeader-Member Exchange리더-부하 교환관계
주제분류경영학

초록

고객접점에서 서비스를 제공하는 판매원은 서비스 조직의 성과를 결정하는 핵심 자원이지만, 감정노동에 의한 감정소모로 부정적인 작업태도를 형성할 수 있는 가능성을 갖고 있다. 따라서 이들에 대한 효과적인 관리를 통한 긍정적인 작업태도의 형성이 중요한 이슈이다. 국내 백화점은 대형유통업체 위주로 재편되어 있고, 이곳에서 종사하는 판매원은 대부분 입점업체 소속이므로, 백화점 판매원은 입점업체 소속이면서 동시에 근무하고 있는 대형유통업체의 관리를 받게 된다. 백화점 판매원의 소속과 관리의 분리는 감정노동을 수행하는 과정에서 나타날 수 있는 감정불일치, 직무 소진, 직무 불만족과 같은 부정적인 작업태도를 악화시킬 수 있는 소지를 가지고 있다. 또한 중소입점업체에 소속된 판매원의 경우, 대형 유통업체와의 상대적 지위 불균형을 인지하여 이러한 부정적 직무 태도는 더하다 할 수 있다. 본 연구는 대형유통업체에서 근무하고 있는 중소입점업체 판매원의 긍정적인 작업태도 형성을 위해, 그간 동일 소속 조직의 상하관계성 속에서 다루어져 온 리더-부하 교환관계(LMX)의 질을 백화점 관리자와 중소입점업체 판매원 간의 교환관계의 질로 확장해 판매원의 작업태도에 대한 영향을 실증하였다. 또한 이 둘 간의 관계에 있어 판매원의 근무지인 백화점에 대한 조직동일시가 매개하는 효과가 있을 것으로 논의하고 이를 검증하였다. 대형유통업체인 L백화점에 근무하고 있는 중소입점업체 판매원 335명을 대상으로 한 자료수집 및 분석결과, 관리자와 판매원간 교환관계의 질은 판매원의 긍정적인 작업태도에 영향을 미치는 것으로 나타났다. 즉, 직무만족은 증가시키고, 이직의도는 감소시키는 방향으로 영향을 미치는 것으로 나타났다. 아울러 백화점에 대한 판매원의 조직동일시는 관리자와 판매원간의 LMX와 판매원의 직무태도간의 관계를 매개하는 것으로 밝혀졌다.

Abstract

Though salespersons providing services at customer touch points play a key role in boosting up the performance in services organizations, they are likely to have a negative work attitude exhausted by the burden of emotional labor, etc. Therefore, it is important to encourage them to develop a positive work attitude through effective management. Domestic department stores are regrouped into a handful of large distributors, and most salespeople working there are employees of the companies allowed to do business in the department stores. That puts those workers under the control of the large-scale distribution chains while being on the payroll of the companies doing operations in the locations. Such characteristic may strengthen unfavorable work attitude as well as further aggravate the burden of emotional labor, especially for salespersons working for small-and medium-sized enterprises. This study expanded the issue of quality of leader-member exchange which had been dealt with in the context of hierarchy in the same organizations to include the quality of exchange between department store managers and salespeople working at the department stores on the payroll of small-and medium-sized businesses, and conducted an empirical research on the impact of such quality on the salespersons’ work attitude. The study also discussed and verified the possible mediating effect of the salesperson’s organizational identification with the department stores they work at. We collected data from 335 salespersons employed by small- and medium-sized companies doing business in the L Department Store, a giant distributor, and conducted an analysis of such data. The results showed that the quality of exchange between managers and salespersons has positively influenced work attitude of the salespersons, which means it has boosted job satisfaction and discouraged turnover intention. The study also found that salespersons’ organizational identification acts as a mediator of the relationship between these two.

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