위기 대응전략 유형과 정서 포함 여부에 따른 분노와 부정적 구전의도: 예방가능 집단의 위기를 중심으로
The Mediating Effect of Subordinate's Emotional Labor Toward Supervisor in the Relationship between Subordinate-Supervisor Fit and Turnover Intention
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초록
이 연구는 조직의 책임성이 가장 높은 예방가능한 위기에서 대응전략 유형(축소 vs 사과)과 정서 포함 여부에 따라 공중의 분노와 부정적 구전의도가 어떠한 차이가 있는지를 분석하였다. 연구가설의 검증과 연구문제를 분석하기 위해 2×2 요인설계를 이용한 실험을 실시하였다. 구체적인 연구결과는 다음과 같았다. 첫째, 예방가능한 위기에서는 상황적 위기 커뮤니케이션 이론(SCCT)의 제안처럼 사과가 축소 전략보다 공중의 분노와 부정적 구전의도를 낮췄다. 둘째, 정서가 포함되지 않은 대응전략보다 정서가 포함된 대응전략이 더 효과적인 것으로 나타났다. 셋째, 정서가 포함되지 않았을 때보다 정서가 포함되었을 때 사과와 축소 사이의 효과 차이가 작은 것으로 나타났다. 넷째, 예방가능한 위기에서 정서가 포함되지 않은 사과와 정서가 포함된 축소 전략 사이에 공중의 분노와 부정적 구전의도는 유의한 차이가 없었다. 이러한 연구결과를 바탕으로 조직의 효율적 위기 관리를 위한 실무적 함의와 후속 연구를 위한 학술적 제안을 논하였다.
Abstract
The purpose of this study was to investigate the influence of subordinate-supervisor fit on turnover intention and the mediating effect of subordinate's emotional labor(surface acting and deep acting) toward supervisor. In addition, this study examined the moderating effect of organizational-based self-esteem on the relationship between subordinate's surface acting and turnover intention. Using the survey research method, data were collected from 312 employees who were working in a variety of organizations in Korea. As results, the subordinate-supervisor fit had negative relationship with turnover intention. The subordinate-supervisor fit was negatively related with surface acting, and positively related with deep acting. Subordinate’s surface acting was positively related with turnover intention and deep acting was negatively related with turnover intention. Therefore, subordinate's surface acting and deep acting had partial mediation effect in the relationship between subordinate-supervisor fit and turnover intention. Organizational-based self-esteem had moderation effect on the relationship between subordinate's surface acting and turnover intention. That is, the positive relationship between subordinate's surface acting and turnover intention was stronger when organizational-based self-esteem was high rather than low. Finally, based on these results, we discussed the implications and limitations of the study, and the suggestions for the future research.
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