공공기관 중간관리자의 코칭이 조직신뢰 및 자기효능감을 통한 부하직원의 직무태도에 미치는 영향 = The impact of middle managers coaching on subordinates' job attitudes in public institutions through mediating effect of organizational trust and self-efficacy

국문 초록 (Abstract)

무한경쟁 시대의 기업이나 조직들이 경쟁력 향상에 영향을 미치는 가장 중요한 요소로 인적자원개발을 강조하고 있다. 그리고 이러한 인적자원 개발의 요구에 부합하는 새로운 기제로 조직내 중간관리자의 코칭이 등장했으며, 본 연구는 중간관리자의 코칭에 관한 효과성을 검증하는데 그 목적이 있다.
본 연구의 조사대상은 공공기관의 종사자이다. 공공기관은 정부로부터 재원을 지원받아 운영되는 기관으로서 정부의 정책이나 공익적 기능을 수행하면서 국민들에게 양질의 서비스를 제공함을 목적으로 한다. 그러므로 공공기관에 근무하는 구성원의 태도에 대한 변화는 국민에게 제공되는 서비스 질에도 영향을 주기 때문에 중간관리자의 코칭을 통한 부하직원의 태도 요소로 직무만족과 조직시민행동을 선정하였으며, 이 과정에서 조직수준의 조직신뢰와 개인수준의 자기효능감을 매개변인으로 설정하였다.
본 연구의 설문지는 팀장 등 중간관리자용과 부하직원용으로 구분하여 독립변수로 중간관리자의 코칭은 중간관리자인 부서장을 대상으로 조사 하였고, 종속변수인 부하직원의 직무태도(직무만족, 조직시민행동)와 매개 변수인 조직(부서)신뢰 및 자기효능감은 부하직원을 대상으로 조사하였다.
공공기관 13개 기관(부서장 112명, 부하직원 485명)을 대상으로 실증적 분석을 통해 공공기관에서 중간관리자의 코칭이 부하직원의 직무태도인 직무만족, 조직시민행동 간의 영향관계를 확인하였으며, 또한 이 과정에 조직수준의 조직(부서)신뢰와 개인수준의 자기효능감이 매개하는가를 확인 하였다.
기존의 연구에서는 직무만족 등 개인의 태도 및 행태를 설명하기 위한 가장 일반화된 접근방법으로 회귀분석이나 구조방정식을 이용하였으나, 분석차원이 다를 경우에는 모형에 담지 못한다는 한계가 있다. 그리고 조직에서 개인의 태도나 행태는 개인수준의 특성뿐만 아니라 그보다 상위차원의 부서나 조직차원에 의해서도 영향을 받는다. 그래서 본 연구는 개인수준과 조직수준을 동시에 분석할 수 있는 위계적 선형모형(HLM) 분석방법을 활용하였다.
본 연구를 통해 공공기관 중간관리자의 코칭이 부하직원의 직무태도인 직무만족과 조직시민행동에 긍정적인 영향을 미치는 것을 확인하였다. 이는 공공기관의 중간관리자가 소속 부하직원의 잠재역량과 능력을 최대 발휘할 수 있도록 중간관리자의 역할이 요구되고, 이러한 역할은 조직내 중간관리자의 코칭을 통해 그 효과성을 높일 수 있다는 것을 검증하였다. 그리고 중간관리자의 코칭과 직무태도간의 관계에서 조직수준의 조직 (부서)신뢰와 개인수준의 자기효능감이 긍정적으로 매개하고 있음도 확인되었다. 이는 조직내 코칭이 조직의 공정성과 배려나 자기 신념을 통해 효과성을 높일 수 있음을 시사한다.

다국어 초록 (Multilingual Abstract)

In the age of limitless competition, companies and organizations emphasize human resource development as the most important factor affecting their competitiveness. And to meet the demands of human resource development, middle managers coaching has emerged as a new mechanism. This study is to validate the effectiveness of middle managers in coaching.
The subjects of this study is the workers of public institutions. Public institutions operating the purpose of providing high quality services to the people of the institutions that are supported by funding from the government, while performing a function of government policy and the public interest. A change in the attitude of the members who work in public institutions also affects the quality of the services provided to the public, Therefore, in this study, job satisfaction and organizational citizenship behavior is chosen as subordinates’ attitude factors. And organizational level of trust and personal level of self-efficacy as a mediator in this process.
The questionnaire of this study were classified as subordinates for team leaders and middle managers. Middle manager’s coaching as independent variables in this study were surveyed middle managers, department heads. And subordinates’ job attitudes (job satisfaction, organizational citizenship behavior) as dependent variable, organization (department)trust and self-efficacy as parameter were surveyed subordinates.
Through empirical analysis of 13 public agencies(112 department heads, 485 subordinates), middle managers coaching in public institution affect subordinates job satisfaction and organizational citizenship behavior. In addition, organizational level of organization (department) trust and personal level of self-efficacy works as parameter.
The most common approach for describing the attitudes and behavior of individuals such as job satisfaction, existing research using regression analysis and structural equation. But these approach do not support the different dimensions of analysis. And the attitudes and behaviors of the individuals in the organization, as well as individual-level characteristics and also the dimensions of the higher level of the department or organization is affected. So, this study utilized the hierarchical linear models(HLM) analysis method that can be analyzed both the individual level and the organizational level.
Through this study showed that middle managers coaching in public institutions positively affect subordinates job satisfaction and organizational citizenship behavior. The role of the middle manager will be required so as to maximize the potential capabilities and ability of subordinates. It was verified that the coaching of middle managers within the organization to increase its effectiveness through these roles. And in the relationship between middle manager’s coaching and job attitudes, the organizational level of the organization(department) trust and personal level of self-efficacy were identified as positive parameters. This suggests that coaching can improve fairness and consideration of organization and through self trust effectiveness can be improved.

목차 (Table of Contents)

• 제 1 장 서론 1
• 1.1 연구의 필요성과 배경 1
• 1.2 연구의 목적 6
• 1.3 용어 정의 7
• 1.4 연구의 범위 8
• 제 2 장 문헌고찰 10
• 2.1 중간관리자의 코칭 10
• 2.1.1 코칭의 개념 10
• 2.1.2 중간관리자의 코칭 개념과 효과 27
• 2.1.3 중간관리자의 코칭 구성요소 38
• 2.2 조직(부서)신뢰 42
• 2.2.1 조직(부서)신뢰의 개념 42
• 2.2.2 조직(부서)신뢰의 결정요인 43
• 2.3 자기효능감 46
• 2.3.1 자기효능감의 개념 46
• 2.3.2 자기효능감의 결정요인 48
• 2.4 직무태도 50
• 2.4.1 직무만족 52
• 2.4.2 조직시민행동 57
• 2.5 연구모형 및 연구가설 62
• 2.5.1 연구모형 62
• 2.5.2 연구가설 63
• 제 3 장 연구방법 71
• 3.1 연구대상 71
• 3.2 연구도구 74
• 3.2.1 변수의 조작적 정의 74
• 3.2.2 조사도구 78
• 3.2.3 신뢰성과 타당성 분석 80
• 3.3 자료 수집방법 88
• 3.4 자료 분석방법 90
• 제 4 장 연구결과 93
• 4.1 상관분석 93
• 4.2 기초모형 분석 96
• 4.3 연구모형 분석 98
• 4.4 논의 112
• 제 5 장 요약, 결론 및 제언 116
• 5.1 요약 116
• 5.2 결론 118
• 5.3 시사점 및 제언 120
• 참고문헌 124
• 부 록 144

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