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 Organizationa

다국어 초록 (Multilingual 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.