다단계 판매원의 직무 열의와 소진 : 선행요인과 결과 = Job engagement and burnout of multilevel marketing distributors : Antecedents and consequences

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 연구배경 1
• 제 2 절 연구목적 4
• 제 3 절 연구방법 및 논문구성 5
• 제 2 장 이론적 배경 7
• 제 1 절 직무 요구-자원 이론 7
• 1. 직무 요구-자원 이론의 개요 7
• 2. 직무 요구-자원 이론의 적용 9
• 3. 도전성 및 방해성 스트레스 원천 11
• 제 2 절 직무 열의 13
• 1. 직무 열의의 개념 13
• 2. 직무 열의에 관한 기존 연구 15
• 제 3 절 직무 소진 27
• 1. 직무 소진의 개념 27
• 2. 직무 소진에 관한 기존 연구 29
• 제 4 절 고객지향성 33
• 1. 고객지향성의 개념 33
• 2. 고객지향성에 관한 기존 연구 34
• 제 5 절 판매 성과 36
• 1. 판매원 판매 성과의 개념 36
• 2. 판매원 판매 성과에 관한 기존 연구 37
• 제 6 절 다단계 판매업의 현황 및 특성 41
• 1. 다단계 판매업의 역사 41
• 2. 다단계 판매업의 현황 46
• 3. 다단계 판매업의 구조적 특성 50
• 제 3 장 가설 설정 및 연구모형 56
• 제 1 절 직무 요구와 직무 열의 및 소진 56
• 제 2 절 직무 자원과 직무 열의 및 소진 58
• 제 3 절 직무 열의 및 소진과 고객지향성 59
• 제 4 절 직무 열의 및 소진과 판매 성과 60
• 제 5 절 고객지향성과 판매 성과 61
• 제 6 절 연구모형 62
• 제 4 장 연구방법 64
• 제 1 절 심층 면접 64
• 제 2 절 변수의 조작적 정의와 측정 66
• 1. 직무 열의 66
• 2. 직무 소진 67
• 3. 도전성 스트레스 원천 67
• 4. 방해성 스트레스 원천 68
• 5. 직무 자원 69
• 6. 판매 성과 70
• 7. 고객지향성 70
• 제 3 절 자료의 수집 71
• 제 4 절 표본의 특성 72
• 1. 응답자의 인구통계적 특성 72
• 2. 다단계 판매 업체 특성 73
• 제 5 장 연구 결과 75
• 제 1 절 변수의 신뢰성과 타당성 검증 75
• 제 2 절 연구가설의 검증 77
• 1. 상관관계분석 77
• 2. 가설 검증 78
• 3. 검증 결과 논의 81
• 4. 추가 분석 82
• 제 6 장 결 론 85
• 제 1 절 연구 요약 85
• 제 2 절 연구의 시사점 86
• 1. 이론적 시사점 86
• 2. 실무적 시사점 87
• 제 3 절 연구의 한계점 및 향후 연구방향 88
• 참고문헌 90
• 국내문헌 90
• 국외문헌 92
• 영문초록 104
• 설문지 106

참고문헌 (Reference)

1. Staff Burnout, Freudenberher, , 1974

2. 직무열의의 선행요인과 효과, 박노윤, 한국경영교육학회, "경영교육연구, , 2011

3. The Job Demands-Resources Model ofBurnout, Wilmar B.Schaufeli, , 2001

4. Customer-related social stressors andburnout, Zapf, Dormann, , 2004

5. A Measure of Service Quality for Retail Stores, Joseph O.Rentz, Dobholkar, Dayle I.Thorpe, , 1996

6. On the Evaluation of Sructural Equation Models, Y.Yi, Bagozzi, , 1998

7. 서비스 행동 척도의 개발과 타당화, 지성구, 이인구, , 2013

8. Multilevel(network)Marketing: An Objective View, Albaum, Gerald, Robert A.Peterson, Albaum, , 2011

9. Historical and Conceptual Development of burnout, W.B.Schaufeli, Maslach, , 1993

10. Test Manual for theUtrecht Work Engagement Scale, Arnold B.Baker, Schaufeli, , 2003

11. To be Fully There: Psychological Presence atWork, Kahn, , 1992

12. Antecedents and Consequences of Employee Engagement, Saks, , 2006

13. Measuring thePerformance of Industrial Salespersons, Behrman, William D.Perreault, , 1982

14. Professional burnout in human service organizations, Cherniss, Cary, Praeger, , 1980

15. Toward aDual-Process Model of Work-Home Interference, Sabine A.E.Geurts, Bakker, , 2004

16. A review and an integration of research on job burnout, S.L.Cordes, , 1993

17. 직무열의(Job engagement)의 연구 동향과 과제, 이지우(Lee Ji Woo), 啓明大學校 産業經營硏究所, , 2010

18. Job burnout: New directions in research and intervention, Maslach, , 2003

19. Job insecurity in managers: Antecedents and consequences, Roskies, Louis-Guerin, , 1990

20. Job Resources Buffer the Impact of Job Demands on Burnout, Bakker, Evangelia Demerouti, Martin C.Euwema, , 2005

21. JobEngagement: Antecedents and Effects on Job Performance, Eean R.Crawford, Rich, , 2010

22. Testing the Robustness of the Job Demands-Resources Model, Salanova, , 2006

23. 직무탈진과 직무열의 구성개념을 중심으로, 신강현, , 2004

24. Ethical Issues Connected with Multi-LevelMarketing Schemes, Koehn, , 2001

25. Engagement Research: Some Thoughts from aBurnout Perspective, Maslach, , 2011

26. The Determinants of Salesperson Performance :A Meta-Analysis, Walker, , 1985

27. The Effect of Effort onSales Performance and Job Satisfaction, Robert A.Peterson, Brown, , 1994

28. Organizational CitizenshipBehavior and Sales Unit Effectiveness, Mackenzie, Podsakoff, , 1994

29. The burnout companion to study and practice : a critical analysis, Schaufeli, Wilmar, Taylor & Francis, , 1998

30. Service Provider Job Satisfaction andCustomer Oriented Performance, T.N.Ingram, Hoffman, , 1992

31. Conservation of Resources: AGeneral Stress Theory Applied to Burnout, Hobfoll, , 1993

32. DirectSelling Ethics at the Top: An Industry Audit and Status Report, Terry Loe, Chonko, Chonko, Lawrence B., , 2002

33. Socializationin Network Marketing Organizations: Is It Cult Behavior?, Bhattacharya, Krishna Kumar Mehta, , 2000

34. The Crossover ofWork Engagement: A Closer Look at the Role of Empathy, Evangelia Demerouti, Bakker, , 2008

35. 조직특성 및 개인특성이 판매원 성과에 미치는 영향, 손준상, 한국마케팅과학회, "마케팅과학연구, , 2001

36. The SOCO scale : A measure of the customer orientation of sales people, Sax, Weitz, , 1982

37. The role of time wasted in sales force attitudes and intention to quit, Mulki, Jaramillo, Locander, , 2005

38. An Empirical Examination of Self-ReportedWork Stress among U.S. Managers, W.Boudreau, , 2000

39. JD-R model을 이용한 종사원 소진과 직무열의에 관한 연구, 구용진(Hyo Jin Koo), 김병용 ( Byeong Yong Kim ), 고재윤 ( Jae Youn Ko ), 한국외식경영학회, , 2010

40. Psychological Conditions of Personal Engagement and Disengagement at Work, Khan, , 1990

41. StructuralEquationModelinPractice:A Review andRecommendedTwo-StepApproach, Anerson, , 1988

42. Enriching or depleting? the dynamics of engagement in work and family roles, Rothbard, , 2001

43. 콜센터 상담원의 직무탈진과 정서노동의 전후 관계 확인, 이종구(Jong Goo Lee), 최우성(Woo Sung Choi), 한국심리학회, , 2010

44. TheImpact of Organizational Behavior on Evaluations of SalespersonPerformance, Mackenzie, Richard Fetter, Philip M.Podsakoff, , 1993

45. Does a Positive Gain Spiral of Resources, EfficacyBeliefs and Engagement Exist, Salanova, "Does a Positive Gain Spiral of Resources, , 2007

46. Flow among Music Teachers and TheirStudents: The Crossover of Peak Experiences, Bakker, , 2005

47. Work Engagement, Performance, and ActiveLearning: The Role of Conscientiousness, Brummelhuis, "Work Engagement, , 2012

48. The management of customer-contact service employees: An empirical investigation, Ferrell, Michaels, The Management ofCustomer Contact Service Employees: An Empirical Investigation, , 1996

49. Exploring a Paradox: Commitment as a Moderatorof the Stressor-Burnout Relationship, Reilly, , 1994

50. Areas of worklife: a structured approach toorganizational predictors of job burnout, Maslach, Leiter, , 2004

51. A meta-analytic examination of the correlates of the three dimensions of job burnout, Lee, Ashforth, , 1996

52. Effects of supervisory behavior: The role ofindividual differences among salespeople, Kohli, , 1989

53. Weekly WorkEngagement and Flourishing: The Role of Hindrance and ChallengeJob Demands, Bakker, Ana Isabel Sanz-Vergel, , 2013

54. Applications of structural equationmodeling in marketing and consumerresearch:A review, Homburg, Baumgartner, , 1996

55. JD-JR Model의 검증 및 핵심적 자아평가(CSE)의 조절효과에 관한 연구, 고종식(Jong-Sik Ko), 정호일(Ho-Il Chung), 한국산업경제학회, , 2013

56. Evaluating structural equation models with unobservable variables and measurement error, Fomell C. and Larcker D.F, , 1981

57. Motivation and performance in industrial selling: Present knowledge and needed research, Gilbert A.Churchill, Neil M.Ford, Walker, , 1978

58. Born to burnout: Ameta-analytic path model of personality, job burnout, and workoutcomes, Swider, Zimmerman, "Born to Burnout: AMeta-Analytic Path Model of Personality, , 2010

59. The truth about burnout : how organizations cause personal stress and what to do about it, Maslach, Christina, Jossey-Bass, , 1997

60. 직무소진과 직무태도 및 이직의도와의 관계: 메타분석적 문헌 고찰, 박형인 ( Hyung In Park ), 남숙경 ( Suk Kyung Nam ), 양은주 ( Eun Joo Yang ), 한국심리학회, , 2011

61. Challenge and Hindrance Stressors in NewZealand: Exploring Social Exchange Theory Outcomes, Haar, , 2006

62. An ExhaustiveExamination of the Replicable Factor Structure of the MaslachBurnout Inventory, Walkey, , 1992

63. Network MarketingOrganizations: Compensation Plans, Retail Network Growth, andProfitability, Coughlan, Kent Grayson, "Network MarketingOrganizations: Compensation Plans, , 1998

64. Some possible antecedents and consequence so fin-role and extra-role salespersonperformance, MaKenzie, Some Possible Antecedents and Consequences of In-Role and Extra-role Salesperson Performance, , 1998

65. Content, Cause,and Consequences of Job Insecurity: A Theory-Based Measure andSubstantive Test, Phillip Bobko, Ashford, "Content, , 1989

66. HowJob Demands, Resources, and Burnout Predict Objective Performance:A Constructive Replication, Hetty Van Emmerik, Bakker, Pim Van Riet, "HowJob Demands, , 2008

67. Work Engagement:Antecedents, the Mediating Role of Learning Goal Orientation andJob Performance, Chughtai, Finian Buckley, "Work Engagement:Antecedents, , 2011

68. HowChanges in Job Demands and Resources Predict Burnout, WorkEngagement, and Sickness Absenteeism, W.Van Rhenen, Schaufeli, Arnold B.Bakker, "HowChanges in Job Demands and Resources Predict Burnout, , 2009

69. The JobDemands-Resources Model: An Analysis of Additive and JointEffects of Demands and Resources, Toon W.Taris, , 2011

70. Job Demands, JobResources, and Their Relationship with Burnout and Engagement: AMulti-Sample Study, Schaufeli, Arnold B.Bakker, "Job Demands, , 2004

71. Drivers of SalesPerformance: A Contemporary Meta-Analysis. Have SalespeopleBecome Knowledge Brokers, Ernst Verwaal, Verbeke, , 2011

72. "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis,", Deshpande,R., Webster,F.E., Farley,J.U., "Corporate Culture, , 1993

73. How Organizationaland Employee-Customer Identification, and Customer OrientationAffect Job Engagement, Brian Rutherford, Anaza, "How Organizationaland Employee-Customer Identification, , 2012

74. Recovery, Work Engagement, and ProactiveBehavior: A New Look at the Interface between Nonwork andWork, Sonnentag, "Recovery, , 2003

75. A general approach to representing multifacetedpersonality constructs: Application to state self-esteem, Bagozzi, Heatherton, , 1994

76. 리더십, 공정성이 네트워크 사업가의 사업 열의와 조직 동일시에 미치는 영향, 지성구 ( Seong Goo Ji ), 권항구(Hang Gu Kwon), 한국유통학회, "리더십,

77. CustomerEvaluation of Retail Salespeople Utilizing the SOCO Scale: AReplication, Extension, and Application, Brown, "CustomerEvaluation of Retail Salespeople Utilizing the SOCO Scale: AReplication, , 1991

78. Challenge and Hindrance Stress: Relationships with Exhaustion, Motivation to Learn, and Learning Performance, Jackson, Lepine, "Challenge and Hindrance Stress: Relationships with Exhaustion, , 2004

79. 정서표현규칙이 직무열의와 직무탈진에 미치는 영향에 대한 자기감시의 조절효과, 원정선, 백승근, 신강현, 이종현, 한국심리학회, , 2008

80. The Relationship between Work-Related Stress andWork Outcomes: The Role of Felt-Challenge and PsychologicalStrain, Lepine, , 2004

81. Linking job demandsand resources to employee engagement and burnout: a theoreticalextension and meta-analytic test, Crawford, Rich, , 2010

82. Socialization Communication, Organizational Citizenship Behaviors, and Sales in a Multilevel Marketing Organization, Joseph Schenk, Sparks, "SocializationCommunication, , 2006

83. The job demands-resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement, Ahola, Schaufeli, Hakanen, "The JobDemands-Resources Model: A Three-year Cross-lagged Study ofBurnout, , 2008

84. Business-unitlevel relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis, Hayes, Schmidt, Harter, "Business-Unit-Level Relationship between Employee Satisfaction, , 2002

85. 직무탈진과 직무열의의 요구-자원 모델에서정서노동전략의 역할-콜센터 상담원을 대상으로-, 이랑, 신강현, 김완석, 한국산업및조직심리학회, , 2006

86. Internal benefits of service-worker customer orientation: Job satisfaction, commitment. and organization citizenship behavior, Brown, Mowen, Donavan, "InternalBenefits of Service-Worker Customer Orientation: Job Satisfaction, , 2004

87. 상위판매원의 변혁적 리더십이 하위판매원의기업가적 성향, 시장지향성 및 성과에 미치는 영향, 김정식, 임영균, 성백순, "상위판매원의 변혁적 리더십이 하위판매원의기업가적 성향, , 2010

88. 방해성 및 도전성 스트레서가 직무탈진 및 직무열의에 미치는 영향 : 직무요구-자원 모형의 적용, 유지훈, 아주대학교 일반대학원, , 2011

89. Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate, S.Agut, Salanova, , 2005

90. 직무관련 변인이 일-가정 갈등에 미치는 영향과 조직몰입 및 직무열의에 대한 일-가정 갈등의 효과, 김현욱 ( Hyun Wook Kim ) , 유태용 ( Tae Yong Yoo ), 한국심리학회, , 2009

91. The ModeratingEffect of Goal Setting Characteristics on Sales Control Systems-JobPerformance Relationship: A Cross Cultural Analysis, Fang, Shaoming Zou, , 2005

92. 다단계판매회사의 보상체계와 사행성 유인이 매출액과 당기순이익에 미치는 영향에 대한 실증분석, 송승훈, 한국물류학회, "물류학회지, , 2013

93. The Role of Customer Orientation as a Moderator of the Job Demand - Burnout-Performance Relationship: A Surface-Level Trait Perspective, Nicholas J.Ashill, Emin Babakus, , 2009

94. Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Marketing-Oriented Boundary Spanners, Gary K.Rhoads, Singh, , 1996

95. Explaining the Effects ofTransformational Leadership: An Investigation of the Effects ofHigher Order Motives in Multilevel Marketing Organizations, Sparks, John R., Sparks, , 2001

96. AMeta-Analytic Test of the Challenge Stressor-Hindrance StressorFramework: An Explanation for Inconsistent Relationships amongStressors and Performance, Lepine, Marcie A.LePine, , 2005

97. Differential Challenge Stressor-Hindrance Stressor Relationships withJob Attitudes, Turnover Intentions, Turnover and WithdrawalBehavior: A Meta-Analysis, Podsakoff, Marcie A.LePine, "Differential Challenge Stressor-Hindrance Stressor Relationships withJob Attitudes, , 2007

98. Challenge and Hindrance Stressors in TheWorkplace: Tests of Linear, Curvilinear, and Moderated Relationshipswith Employee Strains, Satisfaction, and Performance, Podsakoff, "Challenge and Hindrance Stressors in TheWorkplace: Tests of Linear, , 2007

99. 고용조정을 경험한 조직에서 사원들이 느끼는 고용불안과 신뢰 그리고 직무성과의 관계에 관한 연구: 신뢰의 조절효과를중심으로, 박상언, 박성언, 이영면, , 2004

100. Can “Good” StressorsSpark “Bad” Behaviors? The Mediating Role of Emotions in Links ofChallenge and Hindrance Stressors with Citizenship and CounterProductive Behaviors, Rodell, , 2009

101. 영업사원의 지각된 감정노동 활동이 직무소진, 직무열의에 의한 이직의도와 고객지향성에 미치는 영향: 감정지능의 조절효과를 중심으로, 김남기, "영업사원의 지각된 감정노동 활동이 직무소진, , 2011