지적자본이 조직성과에 미치는 영향에 관한 연구 : 지적자본 선행요인과 결과요인 간 인과 관계를 중심으로 = (The) Effect of intellectual capital(IC) on organizational performance : the causal relationships between IC antecedents and IC consequences

다국어 초록 (Multilingual Abstract)

The resource-based theory implies that the source of continuous corporate competitive edge can be provided by unique and inimitable internal resources. Viewing these resources from an intellectual capital perspective, this study pursues two purposes. The primary purpose is to build an intellectual capital model by identifying the scope and components of this capital through the establishment of its concept and type. The secondary purpose is to empirically verify a causal relationship between antecedents and consequents and the impact this relationship has on organizational performance, focusing on stock and flow features among intellectual capital components, which are included in the intellectual capital model.
This study defines intellectual capital as the synthesis of the experiences and skills of organization members who will continue to contribute to the increased value of the organization,, knowledge built up within the organizational structure, knowledge which is innate and built up among customers or other organization-related actors, and valuable investment activities for the increase of knowledge. In this manner, this study asserts that intellectual capital is an asset that has been built up within a unit organization over a certain period of time (e.g. - stock) and a capital type that includes dynamic investment efforts to build up such an asset (e.g. - flow).
As defined above, intellectual capital can be categorized into three levels –human capital, structural capital, and relational capital. Human capital is related to individual organization members, and includes organization member’s individual characteristics, the collection of knowledge with regard to skills and abilities related to the individual’s job, and the organizational human resource management system that supports the organization members’ skills and abilities. Structural capital consists of both condensed knowledge of a specific type that an organization owns as well as the coordination of activities to support condensed organizational knowledge and organization members. Relational capital includes the value of external relationships with concerned external actors, such as customers as well as an ability to operate and coordinate relationships with those concerned external actors. A systematic model framework is devised by organizing each of the three intellectual capitals mentioned above in a hierarchy as follows: higher-order factors  sub-factors  indicators.
Concretely, in the case of a human capital model, the following higher-order factors are presented in this study:
1) Favorable employee’s emotion (employee’s satisfaction, commitment, and motivation)
2) Level of personal capabilities (employee’s educational level, job experience, and ability)
3) Level of human resource management activities (personnel selection system, re-education program, performance evaluation system, and reward system – level)
Also, indicators that can measure all those mentioned above have been drawn. For structural capital, the following higher-order factors have been presented:
1) Level of innovative new products (number of patents, number of innovative new products’ release, innovative properties of new products, and R&D investment)
2) Level of process management capability (strategy planning, job execution, control activity-capability)
3) Level of Information system infrastructure (IS investment, and IS utility)
4) Level of participative organization culture (participatory and cooperative organizational cultural level)
The following higher-order factors have been presented for relational capital:
1) Customer value (customer satisfaction and loyalty)
2) Level of overall marketing activities (marketing department, market information management, marketing strategic level, and marketing efficiency)
3) Business partner value (cooperative job performing ability, and business partnership)
4) Level of reputation building efforts (investment on reputation building).
The secondary purpose of this study is to closely examine the intellectual capital consequents on organizational performance by investigating causal relationship that are generated as a result of the stock and flow features of the intellectual capital components. These are classified into antecedents and consequents. The relationship between antecedents and consequents among the higher-order-factors of intellectual capital are drawn with 16 hypotheses, and 3 more hypotheses concerning intellectual capital’s consequents and organizational performance were added. In order to empirically analyze the research model based on 19 hypotheses, this study collected data through a questionnaire survey with 155 companies listed in the stock market as well as secondary data research and verified the data through a structural equation model (AMOS 4.0). The finally confirmed intellectual capital model consists of 12 higher-order factors, 28 sub-factors, and 75 indicators.
As a result of hypotheses verification between the antecedents and consequents of intellectual capital, the antecedents have been identified as contributing to the increase of the level of consequents. In this manner, a clear causal relationship is proven. Process management capability, the innovative new products of structural capital and the customer value and business partner of relational capital had significant impacts on organizational performance. However, this study could not prove a direct relationship between human capital, such as employees’ emotions personal capabilities, and organizational performance. The intellectual capital model established through this study can be presented as a prototype measuring a firm’s intangible assets and can contribute to the identification of the process regarding the impact competitive resources has on organizational performance in terms of resource-based theory. The model in this study is also expected to encourage firms to make intellectual capital a priority investment, in order to more efficiently increase organizational performance.

국문 초록 (Abstract)

자원거점이론(resource-based theory)에 의하면 기업의 지속적인 경쟁우위의 원천은 독특하고(unique), 모방하기 힘든(inimitable) 내부적 자원에 의해 마련될 수 있다. 본 연구는 이 같은 독특하고 모방하기 힘든 조직의 경쟁적 자원을 지적자본(intellectual capital) 측면에서 고려함으로써 두 가지 본원적 목적을 전개하고자 한다. 첫 번째 목적은 지적자본의 개념과 형태를 정립함으로써 지적자본의 범위와 구성요소를 파악하고 체계화하여 지적자본 모델을 구축하는 것이며, 두 번째 목적은 모델에 포함된 지적자본 구성요소간 스톡(stock)과 플로우(flow) 특성을 중심으로 선행요인(antecedents)과 결과요인(consequents) 간 인과관계와 조직성과와의 영향관계를 실증적으로 검증하는 것이다.
첫 번째 목적인 지적자본 모델 정립을 위해 먼저 지적자본이 무엇인가에 관한 정의와 더불어 어떠한 요소들이 지적자본 내에 포함될 수 있는 가에 관한 형태 문제가 정립될 필요가 있다. 이에 본 연구에서는 지적자본을 “미래 조직의 가치 증진에 기여할 조직 내 구성원이 소유한 경험과 스킬, 조직 구조 내에 축적된 지식, 고객이나 조직과 관계된 기타 관계자들 간에 발생되어 내재되고 축적된 지식자산, 그리고 지식자산의 증진을 위해 투입되는 가치 있는 투자 행위의 총합”으로 정의함으로써, 지적자본은 단지 조직 내에서 일정 기간 동안 축적되어온 하나의 자산이라는 측면(e.g, 스톡)과 동시에 이러한 자산을 축적시키기 위한 동태적인 투자 노력(e.g., 플로우)까지 포함되어야 할 형태의 자본임을 제시하였다.
지적자본의 정의 하에서 지적자본은 크게 세 가지 수준인 인적자본(human capital), 구조자본(structural capital), 그리고 관계자본(relational capital)으로 구분될 수 있다. 인적자본은 조직 구성원 개인과 관련된 특성으로, 조직 구성원이 소유한 개인적 특성 및 업무와 관련된 스킬과 능력에 대한 지식 집합, 그리고 조직 구성원의 능력을 지원하는 조직의 인적자원관리 체제를 포함한 지적자본이다. 다음 구조자본은 조직이 특정한 형태로 소유하고 있는 응집된 지식과, 응집된 조직 지식 및 조직 구성원을 지원하기 위한 조직의 기반 문화 및 조정 지원 활동으로 구성된 자본이다. 마지막으로 관계자본은 조직과 고객을 포함한 외부 관계자와의 관계 속에서 외부 관계자에 의해 획득된 가치와 관련된 외적 관계자본(external relationship capital)의 요소를 포함한 개념으로 이들 외부 관계자와의 관계를 운영 · 조정하는 능력 역시 포함한다. 각각의 세 지적자본은 다시 상위 구성요소(higher-order factors)하위 구성요소(sub-factors)측정지표(indicators)로 위계적으로 구성함으로써 체계적 모델의 프레임웍을 마련하였다.
구체적으로 인적자본 모델의 경우, 상위 구성요소로서 1)종업원 정서 우호성(종업원 만족도/몰입/동기), 2)개인능력 수준(종업원 교육수준/업무경험/역량), 3)인적자원관리 활동 수준(인사선발 시스템/재교육 프로그램/성과평가 시스템/보상 시스템-수준)이 제시되었으며 이하 이를 측정할 수 있는 지표들이 도출되었다. 다음 구조자본 모델은 1)혁신적 신제품 수준(특허 수/신제품 출시 수/신제품 혁신성), 2)연구개발 투자 수준(R&D 투자), 3)프로세스 관리역량 수준(전략기획/업무실행/통제활동-역량), 4)정보시스템 인프라 수준(IS 투자/ IS 유용성), 5) 참여적 조직문화 수준(참여적 · 협력적 조직문화 수준)이 제시되었다. 마지막 관계자본 모델은 1)고객가치(고객만족도/고객충성도), 2)총체적 마케팅 활동 수준(마케팅 활동부서 공식성/시장정보관리 능력/마케팅전략 기획능력/마케팅 효율성), 3)비즈니스 파트너 가치(협력적 업무수행 능력/비즈니스 파트너십), 4)명성구축 노력 수준(명성구축 투자 활동)으로 모델화 되었다.
제시된 지적자본 모델을 바탕으로 지적자본 구성요소의 스톡과 플로우 특성으로 인해 발생하는 인과관계를 선행요인과 결과요인으로 구분하여 조사함으로써 궁극적으로 지적자본 결과요인이 조직 성과에 미치는 영향에 관한 두 번째 본원적 연구목적을 규명하였다. 지적자본 상위 구성요소(higher-order factors) 간 선행요인과 결과요인 간 관계는 16개 가설로 도출되었으며, 나아가 지적자본 결과요인과 조직 성과 간 관계에 관한 3 가지 가설이 추가되었다. 19개 가설에 기반한 연구모델을 실증적으로 분석하기 위해 본 연구에서는 155개 상장기업을 대상으로 설문조사와 이차자료(secondary data) 조사를 통해 자료를 수집하고, 이를 구조방정식 모형(AMOS 4.0)을 통해 검증하였다. 이로써 최종적으로 확정된 지적자본 모델은 12개 상위 구성요소(higher-order factors), 28개 하위 구성요소(sub-factors), 75개 측정항목(indicators)으로 구성된다.
또한 지적자본 선행요인과 결과요인 간 가설 검증 결과, 전반적으로 지적자본 선행요인은 지적자본 결과요인의 수준을 높이는 데에 기여함이 밝혀짐으로써 명확한 인과관계가 입증되었다. 결과요인의 조직 성과에 대한 영향에 있어서는 구조자본의 ‘프로세스 관리역량 수준’과 ‘혁신적 신제품 수준’이, 그리고 관계자본의 ‘고객가치’와 ‘비즈니스 파트너 가치’가 조직 성과에 유의적인 영향을 미침이 입증되었다. 하지만 본 연구에서는 ‘종업원 정서 우호성’이나 ‘개인능력 수준’과 같은 인적자본과 조직 성과와의 직접적인 관계를 입증할 수 없었다. 본 연구를 통해 정립된 지적자본 측정모델은 기업의 무형적인 자산을 측정하는 하나의 프로토타입(prototype)으로 제시될 수 있으며, 또한 자원거점 이론 측면에서 경쟁적 자원이 조직성과에 미치는 영향에 관한 프로세스를 밝히는 데에 기여하며, 실무적으로 기업에서 어떠한 지적자본 요소에 우선 투자를 해야 보다 효율적으로 조직 성과를 증진시킬 수 있는 가에 대한 전략적 자원배분에 대한 로드맵을 제시할 것으로 기대된다.

목차 (Table of Contents)

• I. 서론 1
• A. 연구목적 1
• B. 연구과정 8
• II. 문헌연구 10
• A. 개념적 프레임웍을 위한 이론 10
• 1. 자원거점이론(resource-based theory) 10
• 2. 다이나믹 역량 프레임웍(dynamic capability framework) 14
• B. 지적자본 정의와 분류에 관한 문헌연구 16
• 1. 지적자본 정의 17
• 2. 지적자본 분류 18
• C. 문헌연구 요약 26
• III. 연구모델 28
• A. 지적자본의 구성개념과 인과관계 29
• 1. 인적자본 구성개념 29
• 2. 구조자본 구성개념 47
• 3. 관계자본 구성개념 86
• 4. 지적자본과 조직성과 108
• B. 연구모델 요약 111
• IV. 연구방법론 115
• A. 연구대상 115
• B. 측정도구 118
• C. 사전적 분석: 신뢰도 분석 122
• V. 연구결과 125
• A. 지적자본 측정모형 분석 125
• B. 지적자본 구성요소 중요도 136
• C. 최종 지적자본 측정모델 137
• VI. 지적자본이 조직성과에 미치는 영향 141
• A. 초기 구조모형 검증 141
• B. 개선모형 검증 143
• 1. 지적자본 선행요인과 결과요인 간 인과관계 147
• 2. 지적자본과 조직성과 간 인과관계 149
• VII. 결론과 토의 150
• A. 개략 150
• B. 결과 토의 151
• 1. 지적자본 측정모델 151
• 2. 지적자본 선행요인과 결과요인 간 인과관계 153
• C. 지적자본 결과요인과 조직성과 간 관계 결과 162
• D. 결론과 시사점 166
• E. 향후 연구과제 및 한계점 169
• 참고문헌 172
• APPENDIX 1: 설문지 첨부 194
• ABSTRACT 208

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