공공고용서비스종사자의 경력정체지각이 조직몰입과 고객지향성에 미치는 영향 : 조직지원인식의 조절효과를 중심으로 = The Impact of Public Employment Service Workers’ Perceived Career Plateau on Organizational Commitment and Customer Orientation : Focusing on the Moderating Effect of Perceived Organizational Support

다국어 초록 (Multilingual Abstract)

This study examines the effects of public employment service workers’ perceptions of career plateau on organizational commitment and customer orientation, and investigates the mediating role of organizational commitment and the moderating role of perceived organizational support in these relationships. To achieve these objectives, a survey was conducted with employment counselors working at employment centers operated by the Ministry of Employment and Labor, who constitute the core workforce of public employment services. The collected data were analyzed using SPSS and AMOS through analysis of variance (ANOVA), confirmatory factor analysis, path analysis, bootstrapping, and moderation analysis.
The empirical results reveal that perceived career plateau has a significant negative effect on both organizational commitment and customer orientation. Organizational commitment was found to partially mediate the relationship between perceived career plateau and customer orientation. In addition, perceived organizational support moderated the relationship between perceived career plateau and organizational commitment by buffering its negative impact, highlighting the critical role of organizational support in the public employment service context.
This study contributes to the literature by extending research on career plateau and customer orientation to the public employment service sector, an area that has received limited empirical attention. Furthermore, it proposes an integrated structural model that explicates the relationships among perceived career plateau, organizational commitment, and customer orientation at the sub-dimensional level. Finally, this study offers practical implications by suggesting organizational strategies—such as strengthening emotional and instrumental support systems—to alleviate structural career plateau, enhance organizational commitment, and ultimately improve the quality of public employment services. These findings provide meaningful insights for human resource management practices in the public employment service sector.

목차 (Table of Contents)

• I. 서 론 1
• 1. 연구의 배경 및 목적 1
• 1) 연구의 배경 1
• 2) 연구의 목적 4
• 2. 연구의 방법 및 구성 5
• II. 이론적 배경 7
• 1. 공공고용서비스 종사자 7
• 1) 공공고용서비스의 개념 7
• 2) 공공고용서비스의 전달체계 8
• 3) 공공고용서비스 종사자의 개념 10
• 4) 공공고용서비스 종사자 관련 연구 동향 13
• 2. 경력정체지각 17
• 1) 경력정체의 개념 17
• 2) 경력정체의 구성요인 20
• 3) 경력정체의 영향 24
• 3. 조직몰입 27
• 1) 조직몰입의 개념 27
• 2) 조직몰입의 구성요인 30
• 3) 조직몰입에 미치는 영향 요인 33
• 4. 고객지향성 36
• 1) 고객지향성의 개념 36
• 2) 고객지향성의 구성요인 39
• 3) 고객지향성에 미치는 영향 요인 42
• 5. 조직지원인식 45
• 1) 조직지원인식의 개념 45
• 2) 조직지원인식의 구성요인 48
• 3) 조직지원인식의 역할과 효과 50
• III. 연구모형과 조사설계 53
• 1. 연구모형과 연구가설의 설정 53
• 1) 연구모형 53
• 2) 연구가설 54
• 2. 변인의 조작적 정의 및 측정도구의 선정 62
• 1) 경력정체지각 62
• 2) 조직몰입 62
• 3) 고객지향성 63
• 4) 조직지원인식 64
• IV. 실증분석 67
• 1. 자료의 수집 67
• 1) 조사개요 67
• 2) 인구통계학적 특성 67
• 3) 기술통계 69
• 4) 응답자 특성에 따른 경력정체지각 차이 70
• 2. 측정항목의 평가 73
• 1) 신뢰성 분석 73
• 2) 상관분석 75
• 3) 확인적 요인분석(CFA) 76
• 3. 연구가설의 검정 78
• 1) 경로분석 78
• 2) 매개효과 분석 81
• 3) 조절효과 분석 82
• V. 결 론 89
• 1. 연구 결과 요약 및 논의 89
• 2. 연구의 시사점 92
• 3. 연구의 한계점 및 향후 연구방안 96
• 참고문헌 98
• ABSTRACT 110
• 설문지 112