여행기업의 의사소통환경이 종사원만족과 이직의도에미치는 구조적 영향분석

유정선 ( Jeong Sun Yoo ),김창수 ( Chang Soo Kim ) 대한관광경영학회 2014 觀光硏究 Vol.29 No.3

본 연구는 여행기업 종사원의 의사소통환경이 종사원만족과 이직의도에 미치는 영향관계와 종사자만족이 이직의도에 미치는 영향을 규명하고자 하였다. 이러한 실증분석을 바탕으로 여행기업 종사원의 만족과 이직의도에 영향을 미치는 의사소통환경 요소와 이직의도에 영향을 미치는 종사원만족 요소를 파악하여 인적자원관리측면의 시사점을 제시하고자 하는 연구이다. 본 연구의 가설 검정을 위하여 선행연구를 기초로 설문지를 구성하여 서울지역의 여행기업과 여행사 대리점의 종사자를 대상으로 조사를 실시하였다. 연구결과, 첫째, 의사소통환경과 종사원만족의 영향관계에서 수직적 의사소통은 종사원만족의 모든 요소에 영향을 미치며, 이중 직무, 인사고과, 급여 및 복리, 교육 및 전달, 업무량 및 시간의 만족에는 가장 크게 정(+)의 영향을 미치는 주요 변수라는 것을 알 수 있다. 수평적 의사소통은 종사원만족 중 직무, 인사고과, 급여 및 복리, 교육 및 전달에 대한 만족에 정(+)의 영향을 미친다는 것을 알 수 있다. 또한, 비공식적 의사소통은 직무, 동료, 교육 및 전달, 업무량 및 시간에 대한 만족에 정(+)의 영향을 미치는데 이중, 비공식적인 의사소통은 동료만족에 가장 크게 영향을 미침을 보여 주었다. 둘째, 종사원만족과 이직의도의 영향 관계에 대한 연구결과, 선행연구에서 종사원만족의 6가지 요소 중 급여 및 복리만족, 직무만족이 종사원의 이직의도에 부(-)의 영향을 미치는데, 급여 및 복리만족은 이직의도에 가장 크게 영향을 미치는 것으로 나타났다. 셋째, 의사소통환경이 이직의도에 미치는 영향에서 수직적 의사소통만이 이직의도에 부(-)의 영향을 미친다는 것을 보여주었다. 이러한 연구 결과를 바탕으로 여행기업 종사원의 만족을 높이고 이직의도를 낮추기 위한 의사소통환경 측면의 전략적 시사점을 제공하고자 한다. The purpose of this study was to examine the relationship among Communication Environment, Employee satisfaction, and Turnover Intention in Tourism and Travel organization. Communication Environment was consisted with Horizontal, Vertical, and Informal Communication. Employee Satisfaction was consisted with Job satisfaction, Evaluation & Promotion satisfaction, Salary & Welfare satisfaction, Colleague satisfaction, Education & information satisfaction, Workload & Office hours satisfaction. The self-Communication method was adopted to collect the data for this survey. The overall results of the regression analysis showed follows. As a result, Vertical communication effect positively to all Employee Satisfaction factors. Horizontal Communication effect positively to Job satisfaction, Evaluation & Promotion satisfaction, Salary & Welfare satisfaction, and Education & information satisfaction among Employee satisfaction factors. However, Informal communication effect positively to Job satisfaction, Colleague satisfaction, Education & information satisfaction, and Workload & Office hours satisfaction. Secondly, only two factors of Employee Satisfaction effect negatively to Turnover Intention, which were orderly Salary & Welfare satisfaction, Job satisfaction.Finally, Not Horizontal Communication and Informal Communication, but only Vertical Communication effect negatively to Turnover Intention. Above results would suggest strategic methods for human resource management and business achievement.

서비스기업 종사원의 의사소통환경이 직무만족 및 조직몰입에 미치는 영향

유정선 관광경영학회 2014 관광경영연구 Vol.60 No.-

The purpose of this study was to investigate the relationship among Communication Environment, Job satisfaction, and Organizational Commitment. In this process, Communication Environment was consisted with Toward, Horizontal, and Informal Communication. Organizational Commitment was consisted with Affective, Continuance, and Normative Commitment. The self-Communication method was adopted to collect the data for March 2014. It was found as follows: There is positive relationship between Communication Environment and Job Satisfaction, Job Satisfaction and Organizational Commitment, and Communication Environment and Organizational Commitment. For details, first, Toward, Horizontal, and Informal Communication positively effect to Job Satisfaction and Toward Communication effect most to Job Satisfaction. Second, Job Satisfaction positively effect to all of Affective, Continuance, and Normative Commitment. It was certain that Job Satisfaction was an antecedent of Organization Commitment. Third, Communication Environment positively effect to Organizational Commitment. For details, all of Toward, Horizontal, and Informal Communication positively effect to Affective Commitment. Both of Horizontal and Toward Communication positively effect to Continuance Commitment. Also, Both of Toward and Informal Communication positively effect to Normative Commitment. Result of study shows that smooth Communication Environment is critical in order to increase employee's Job Satisfaction and Organizational Commitment.

의사의 커뮤니케이션 스타일이 환자만족에 미치는 영향에 관한 연구

서판수 ( Pan Soo Seo ) 한국병원경영학회 2002 병원경영학회지 Vol.7 No.4

These days, the environment of hospital marketing is changing rapidly. The level of expectation and demand of patients have become greater and more diversified, and patients have more alternatives in selecting hospitals. The standard of hospital selection and the type of using hospital have been changed, and competition among hospitals has been accelerated due to the opening of the medical market through globallzation. Accordingly, differentiation strategies are critical in hospital marketing. The quality of medical service oriented toward patient satisfaction becomes a strong strategic weapon to secure a hospital`s competitive advantage. Therefore, marketing and communication strategies should be focused on patient-oriented, rather than hospitdoriented. Considering the changes in the hospital environment and the increase in the patients` expectation level, this study categorizes doctors` communication styles into four different ones: trust-type, professional-type, cooperation-type, and control-type. The effects of these communication styles on patient satisfaction were empirically examined. The moderating roles of the patient s characteristics and clinical characteristics between the doctors communication styles and patient satisfaction were also investigated to find out managerial implications for hospital management. To achieve such goals, data were collected from patients of 12 general hospitals in Busan. The data were analyzed to test research hypotheses that examine 1) the relationships between doctors communication styles and patient satisfaction, 2) the moderating roles of the patient characteristics and clinical characteristics in the research model, and 3) the impact of patient satisfaction on positive word-of-mouth and repurchase. The following summarizes the major results of ths research. First, the data showed that patient satisfaction varied across doctors communication styles. Trust-type style had the strongest impact on patient satisfaction whde control-type style had the weakest influence on patient satisfaction. Rofessional-type style and cooperation-type style also had positive effects on patient satisfaction but the impact of the two are not statistically different. Second, significant differences in terms of patient satisfaction were found depending upon demographic variables such as gender, marital status, age, occupation, and education. Patient satisfaction, however, was consistent across varying income groups. Third, patients medical insurance types were also related to patient satisfaction. It implies that a doctor may need to use different communication styles depending on a patient s medical insurance type. Fourth, out-patient and in-patient showed a different level of satisfaction with varying communication styles. Fifth, highly professional knowledge and strong control can influence patient satisfaction depending on the characteristics of the patient treatment field. Sixth, patient satisfaction were proved to have significantly positive effects on word-of-mouth and repurchase. The implications drawn from this study must be tempered by its limitations. First of all, the subjects used in this study were patients in Busan and small- and medium-size hospitals were excluded from the research. Therefore, future research should examine the research model by using a variety of hospitals and clinics throughout Korea. Another research agenda has to do with finding more determinant and moderating variables which will increase an explanatory power of the model. In short, this study may be the first empirical research that investigates the effects of doctors` communication styles on patient satisfaction. Interestingly enough, the results showed that each communication style had a unique impact on patient satisfaction. The findings from this research can be very useful in developing hospital marketing strategies.

직무만족에 미치는 의사소통 능력 : 사회교환이론을 활용한 상사신뢰의 매개효과를 중심으로

조제인,오영인,김양균 한국생산성학회 2022 生産性論集 Vol.36 No.2

Good communication is an essential tool t that enables a person to lead a basic life as well as daily life, and in achieving productivity and maintaining strong working relationships at all levels of an organization. Social exchange theory is a sociological and psychological theory that studies the social behavior in the interaction of two parties that implement and it is a dominant theoretical paradigm used to explain workplace relationships. Social exchange theory is one of the most important theoretical frameworks for analyzing employer-employee relationships and employees’ commitment. The trust relationship between subordinates and supervisors increases job satisfaction and organizational commitment. The relationship between subordinates and supervisors in work life is one of the most important aspects of communication. Supervisor’s trust perceived by subordinate not only affects the work performance but also the adaptation of the subordinates to work life. In this study, based on social exchange theory, the impact of communication skills on job satisfaction was analyzed for those who work for general companies located in Seoul and Gyeonggi-do. In particular, the structural influence relationship was analyzed among communication skills, Supervisor’s trust perceived by subordinate and job satisfaction variables by confirming the mediating effects of supervisor’s trust perceived by subordinate. As a result of the analysis, in the relationship between communication skills and supervisor’s trust perceived by subordinate, it was found that open communication and active listening among the five factors of communication skills had a statistically significant positive(+) effect on supervisor’s trust perceived by subordinate. In the relationship between communication skills and job satisfaction, empathy, open communication and active listening among the five factors of communication skills had a statistically significant positive(+) effect on job satisfaction. In addition, among the five factors of communication skills, the effect of open communication on job satisfaction was mediated by supervisor’s trust perceived by subordinate. Communication with colleagues and subordinates in the workplace is easy, but communication with supervisors is much more difficult and important. Since we do not work alone at work, the performance of work is maximized when communication skills are harmonized based on competency and passion. Reducing work-related errors by active listening and freely asking questions about ambiguous parts in all communication in the workplace will lead to trust from the supervisor, and job satisfaction. And it will ultimately increase work efficiency and productivity.

프로배구구단 내의 커뮤니케이션 만족이 팀성과에 미치는 영향

김수현(Soo Hyun Kim),원영신(Young Shin Won) 한국사회체육학회 2007 한국사회체육학회지 Vol.0 No.31

The purpose of this study was to investigate how communication satisfaction in the professional volleyball teams affected team effectiveness. To accomplish the purpose of this study thereto, 126 male and female professional volleyball athletes who are taking part in the domestic league were give to questionnaires about that how communication satisfaction might influence the job satisfaction, organizational commitment and team effectiveness to show and verify the research model. The results was as follows:1. Professional volleyball athletes` interpersonal communication satisfaction did not influence significantly the job satisfaction whereas the environmental communication satisfaction did significantly it. 2. Professional volleyball athletes` interpersonal communication satisfaction influenced directly the organizational commitment however the environmental communication satisfaction did indirectly the organizational commitment mediated by the job satisfaction. 3. Professional volleyball athletes` interpersonal communication satisfaction had a direct and indirect influence mediated by the organizational commitment on the team effectiveness. The environmental communication satisfaction had an indirect influence having a mediation by the job satisfaction and organizational commitment. 4. Professional volleyball athletes` job satisfaction significantly influenced the organizational commitment. 5. Professional volleyball athletes` job satisfaction influenced indirectly the team effectiveness mediated by the organizational commitment and the organizational commitment influenced directly the team effectiveness.

모바일 의사소통 만족에 영향을 미치는 사회적 능력 요인에 관한 연구

임명성 국제e-비즈니스학회 2022 e-비즈니스 연구 Vol.23 No.6

본 연구는 모바일 의사소통 욕구 만족에 영향을 미칠 수 있는 요인을 규명하기 위해 시작되었다. 연구를수행하기 위해서 2-요인 모형을 기반으로 연구모형을 수립하고 실증적으로 분석했다. 분석 결과, 2개의 의사소통 만족을 촉진하는 요인은 의사소통 만족에 유의한 영향을 미치지 못하는 것으로나타났다. 반면, 의사소통 억제 요인으로 제시한 부끄러움과 모바일 의사소통 두려움은 모바일 의사소통만족에 유의한 영향을 미치는 것으로 나타났다. 또한, 2개의 의사소통 만족 촉진 요인은 의사소통 만족에직접적인 영향을 미치지는 않았지만, 의사소통 억제 요인을 통해 간접적으로 의사소통 만족에 영향을 미치는것으로 나타났다. 이러한 결과에서 중요한 것은 대면 소통을 선호하는 사람들과 비대면을 선호하는 사람들, 또는 비대면사회적 기술이 뛰어난 사람과 대면 사회적 능력이 뛰어난 사람들은 모바일 의사소통 상황에서 대면과는다른 반응을 보일 수 있다는 점을 실증 분석을 통해 규명했다는 점이다. Research Purpose: This study is trying to identify factors that can influence the satisfaction of mobile communication needs. Research Methods: In order to conduct the research, a research model was established based on the 2-factor model and empirically analyzed by using data. Results in Research: As a result of the analysis, we found that the two communication satisfaction enablers did not have a significant effect on communication satisfaction. On the other hand, it was found that shyness and (mobile) communication apprehension, proposed as communication inhibitors, had a significant effect on mobile communication satisfaction. Also, the two communication satisfaction drivers did not directly influence communication satisfaction, but they did effect on communication satisfaction via communication inhibitors. Research Conclusion: It is important to note that people who prefer face-to-face (FtF) communication and those who prefer non-face-to-face communication, or those with excellent non-face-to-face social skills and people with high face-to-face social skills, are able to communicate through mobile communication. Suggestion in Research: The fact that it can show a different reaction from face-to-face in a situation is an important significance discovered through empirical analysis. The conclusions and implications are discussed the final section.

사무직 종사자의 직장의사소통과 부부의사소통이 직무만족도에 미치는 영향

김미연,이윤주 한국상담학회 2013 상담학연구 Vol.14 No.2

The purpose of this study is to assess the relationship among work place communication, marital communication and job satisfaction; and the influence of those communications on job satisfaction. The t-test, ANOVA analysis, correlation analysis and multiple regression analysis were conducted so as to analyze first; the difference among work place communication, marital communication and job satisfaction by background variable; second the relationship among work place communication, marital communication and job satisfaction; and third, the influence of those communications on job satisfaction. The outcomes of this study identified first differences in work place communication and job satisfaction in identical variable. As for smooth marital communication level, it varied depending on the number of employees and as for consistency and satisfaction level of marital communication, there was no differences among research variables depending on background variable. Second the low positive relationship between sub-factors of occupational communication and marital communication and high positive relationship between sub-factors of occupational communication and job satisfaction level were identified respectively. Third, in consideration of occupational and marital communications which influenced job satisfaction, greater influence of sub-factors of occupational communication on job satisfaction level was identified than those of marital communication. In consideration of insufficient number of proceeding studies on occupational and marital communications, the necessity of such studies seems to rise in the era of higher importance of family and married couples. 본 연구의 목적은 직장의사소통과 부부의사소통, 직무만족도의 관계를 살펴보고, 직장의사소통과 부부의사소통이 직무만족도에 미치는 영향을 알아보고자 하는 것이다. 이를 위해 사무직 종사자들을 대상으로 직장의사소통, 부부의사소통, 직무만족도에 관한 설문조사를 실시하였다. t-test, ANOVA분석, 상관분석, 중다회귀분석을 실시하였으며 이를 통해 첫째, 배경변인별 직장의사소통, 부부의사소통, 직무만족도의 차이, 둘째. 직장의사소통, 부부의사소통, 직무만족도의 관계, 셋째, 직장의사소통과 부부의사소통이 직무만족도에 미치는 영향을 분석하였다. 본 연구의 결과 첫째, 직장의사소통과 직무만족도는 동일한 변인에서 차이가 있는 것으로 나타났다. 부부의사소통 원활성의 경우 직원 수에 따라 차이가 있었으며 부부의사소통 일치․만족도의 경우 배경변인에 따라서는 연구변인 간 차이가 없는 것으로 나타났다. 둘째, 직장의사소통의 하위요인과 부부의사소통의 하위요인 간에는 낮은 정적상관관계, 직장의사소통의 하위요인과 직무만족도의 하위요인 간에는 높은 정적상관관계를 보였으며, 부부의사소통 하위요인과 직무만족도의 하위요인 간에는 낮은 정적상관관계를 보였다. 셋째, 직무만족도에 영향을 주는 것으로 직장의사소통과 부부의사소통을 함께 고려했을 때, 직장의사소통의 하위요인들이 부부의사소통의 하위요인들보다 직무만족도에 더 큰 영향을 주고 있음을 볼 수 있다. 직장의사소통과 부부의사소통을 함께 살펴 본 선행연구가 부족하기 때문에 가족 및 부부의 중요성이 커지고 있는 오늘날 이와 관련한 연구는 더욱 필요하다고 여겨진다.

Effects of Dental Hygienist’s Communication on Patient’s Satisfaction

배현숙,최윤정 한국커뮤니케이션학회 2017 커뮤니케이션학연구 Vol.25 No.6

The purpose of this study is to help the dental hygienists to recognize the importance of improving the communication skills of dental hygienists by inducing communication styles and non-verbal communication factors satisfying the patients visiting the dental clinic, and it is used as basic data of communication technology education. From September 11 through September 19, 2017, 303 patients who visited a dental hospital or a clinic in Seoul were selected by the convenience sampling method. The questionnaire consisted of 6 items of general characteristics, 30 items of communication styles, 12 items of non-verbal communication factors, and 4 items of patient satisfaction. The collected data were analyzed using SPSS WIN 21.0. There were differences in reliability, proxemics, patient satisfaction, according to gender and controllability, patient satisfaction according to gender. There were differences in patient satisfaction, according to education and job. As a result of an analysis of the impacts of general characteristics, communication styles and non-verbal communication styles on patient satisfaction, it turned out that the impacts on patient satisfaction were in the following order: kinesics, responsibility, cooperation and proxemics. In conclusion, the more reliable and collaborative, the better their kinesics became, and the better their management of proxemics, the higher the patient satisfaction became. Consequently, it was found that the dental hygienists’ communication styles and non-verbal communication styles affected patient satisfaction. Non-verbal communication plays an important role in patient satisfaction as well as communication. Dental hygienists should be aware of the communication and non-verbal communication that satisfies the patients who visited a dental hospital or a clinic, and try to improve their ability.

한국레저기업의 언어커뮤니케이션 및 비언어커뮤니케이션이 고객만족 및 충성도에 미치는 영향: 골프장 캐디 서비스 중심

송재훈 ( Jae Hoon Song ),이병관 ( Byung Kwan Lee ) 아시아.유럽미래학회 2010 유라시아연구 Vol.7 No.4

기업이 고객과의 관계를 강화하기 위한 방안으로 커뮤니케이션의 질을 높이기 위한 노력은 지속되고 있다. 골프장업도 다른 어느 분야보다도 고객과의 관계에서 커뮤니케이션 원활성이 크게 요구되는 분야로서 특히 인적 구성원의 접점서비스 행태가 고객만족과 직결될 수 있는 요인이기도 하다. 이러한 의미에서 본 연구는 골프장업에서 고객과 밀접한 관계를 가지고 고객이 플레이 하는 오랜 시간 동안 경기보조자로서 역할을 수행하는 캐디의 커뮤니케이션이 고객만족에 어떠한 방향으로 관계를 갖는지 그리고 고객만족은 충성도에 관계를 갖는지에 관심을 가지고 있다. 여기에서 커뮤니케이션을 언어커뮤니케이션과 비언어커뮤니케이션의 두 가지 차원 중 어떠한 요인이 더 큰 영향력을 행사하는지를 검토하고자 한 것이다. 이러한 목적을 수행하고자 서울 및 경기도, 충청도에 소재한 골프장 및 골프연습장 고객을 대상으로 하였으며, 최종분석에는 309개의 자료가 사용되었다. 또한 가설 검증을 위한 통계방법은 회귀분석을 실시하였다. 이와 같이 연구방법에 제시된 과정과 방법으로 의미 있는 결과를 도출하였으며, 그 결과는 다음과 같다. 첫째, 캐디의 언어커뮤니케이션은 고객만족도를 높여주는데 유용한 역할을 하는 것으로 나타나 설정된 가설 1은 지지되었다. 이러한 결과는 골프장 캐디가 고객 응대시 언어적 소통의 질을 높여야 하며, 특히 고객이 충분히 수용할 만한 언어적 표현을 명확하게 하여야 함을 시사해 주고 있다. 따라서 캐디는 경기 시 골프코스에 대해 고객에게 정확하고 전문적인 언어적 정보를 제공하여야 하고, 급작스런 질문에 대한 응대와 상황에 따른 대화를 능동적으로 대처할 수 있어야 하는 것이다. 이에 골프장 경영자는 고객과의 관계를 캐디 개인의 문제로 치부하기 보다는 경영적 입장에서 고객과의 원활한 커뮤니케이션이 이루어질 수 있도록 캐디에게 전문적 교육을 주기적으로 실시하고, 전문인으로서의 교양과 소양을 겸비할 수 있는 프로그램을 만들어 실천해야 할 것이다. 둘째, 캐디의 비언어커뮤니케이션 중 신체언어와 신체외형 요인은 고객만족도를 높여주는데 유용한 역할을 하였다. 특히 신체언어가 가장 큰 영향력을 행사하는 것으로 나타나 설정된 가설 2는 부분적으로 지지되었다. 골프장에서의 캐디는 고객과의 접점시간이 가장 많은 비중을 차지하는 인적요원이다. 따라서 그들은 긴 시간 동안 고객 응대시 언어적 차원의 커뮤니케이션 뿐만 아니라 비언어적 차원인 자세, 용모, 태도 등이 고객의 플레이에 영향을 미칠 수 있음을 시사하는 것이다. 선행연구에서도 종사원의 온화한 얼굴표정이나 적절한 제스츄어 등은 고객에게 신뢰감 및 친밀감을 형성시켜주고, 반면에 비스듬한 자세 및 굳은 표정 그리고 단정하지 못한 복장 등은 고객을 불쾌하게 만든다고 하여 비언어커뮤니케이션이 고객만족과 밀접함을 강조하고 있다. 이에 따라 골프장 경영자는 캐디의 비언어커뮤니케이션의 중요성을 인식하고 신체언어나 신체외형 등을 내포하고 있는 캐디의 자세, 태도, 복장, 용모 등의 준수 매뉴얼 등을 개발하여 이를 교육에 적용시킬 필요가 있다. 셋째, 골프장 고객만족도는 고객의 충성도를 높여주는 요인임을 알 수 있었다. 따라서 설정된 가설 3은 지지되었다. 최근의 골프장은 과거와 다른 고객만족을 위한 마케팅이 필수불가결 한 사실로서 받아들여지고 있으며, 이에 따라 고객만족을 위한 다양한 마케팅 활동을 펼치는 골프장은 고객들의 충성도가 높아져 그 만큼 더 높은 회원가로 거래가 이루어지는 것을 볼 수 있다. 따라서 골프장 경영자는 고객의 요구에 대해서 반응성 있는 태도를 보이고 서비스 품질을 높이는 노력을 기울여야 한다. 특히 캐디 서비스는 골프장 경영에 있어서 일부분이라 할 수 있지만 고객을 응대하는 접점종사원으로서의 비중을 고려한다면 그 파급 효과는 클 것으로 예측되기에 이에 대한 전문적 대응이 필요하다. 종합하면, 골프장업에서 캐디 서비스 요인 중 커뮤니케이션은 고객과의 상호작용을 통한 고객만족도를 이끌어내는데 유용한 인자임이 증명되었다. 특히 비언어커뮤니케이션 요인 중 신체언어와 신체외형이 고객만족에 매우 큰 영향력을 행사하는 것으로 나타난 것은 골프장 캐디의 고객응대 자세 및 태도, 복장, 얼굴표정, 용모 등이 고객에게 신뢰감 및 친밀감이 형성되어 보다나은 시너지 효과를 발휘할 수 있음을 시사하여 주고 있는 것이다. 따라서 골프장 경영자는 이에 대한 시사점을 인식하고 캐디와 관련한 능동 적인 마케팅 관리에 관심을 가져야 할 것이다. As part of an effort to enhance the relationship with customers, companies are constantly trying to improve the quality of communication. Golf course businesses, more than any other industry, require smooth communication with customers, and the service for the customers in contact, in particular, plays a crucial role in determining customer satisfaction. Therefore, this research aims to find out how the communication skills of a caddies``, who acts as an assistance for, and, therefore, closely works with, a customer playing golf, affect customer satisfaction; and also if customer satisfaction has any correlation with customer loyalty. In addition, we explored which type-verbal or non-verbal-of communication has bigger impact. The survey was conducted based on the golf courses and their customers in Seoul, Gyeonggido, and Chungcheongdo, and total 309 data were used for the final analysis. Also, regression analysis was adopted to verify the hypotheses. We have thus arrived at significant conclusions: first, the first hypothesis was supported by the finding that caddies`` verbal communication plays an important role in improving the customer satisfaction. The result suggests that caddies`` at a golf course should develop the quality of verbal communication when serving a customer, and especially by making clear verbal expressions so that the customer would fully understand. Therefore, a caddies`` should provide the customer with accurate and professional verbal information on the golf course during the game, and be able to actively respond to abrupt questions and conversations depending on the circumstances. The manager of the golf course, therefore, will have to offer regular training for caddies`` regarding effective verbal communication with customers, rather than leaving it to the caddies`` themselves, and also prepare programs that will help the caddies`` to improve professional knowledge and qualities. Second, in terms of the non-verbal communication of caddies``, kinesics and physical appearance were found effective in improving customer satisfaction. Kinesics, in particular, turned out to have the biggest influence, partly supporting the hypothesis 2. Among the staff at a golf course, caddies`` spend the most time with a customer, which explains why they should realize that not only verbal communication but their attitude, appearance, and demeanor can affect the player. The previous research also put emphasis on the close correlation between non-verbal communication and customer satisfaction, since genial expression and appropriate gesture project credibility and friendliness to a customer, whereas tilted posture, blank expression and unkempt dressing can be unpleasant to them. By recognizing the significance of caddies’ non-verbal communication, the managers of a golf course should develop guidelines regarding the caddies’ kinesics and appearance-such as posture, attitude, and dressing-and apply those in training programs. Third, the study showed that customer satisfaction at a gold course contributes to customer loyalty, supporting the hypothesis 3. Unlike in the past, the golf courses these days realize marketing for customer satisfaction is essential, and those who put more effort in various marketing strategies increase the customer loyalty, hence, the membership fees. Hence, the managers should try to adopt responsive attitude and improve service quality for the customers. There is a need for professional response to caddies`` training, because, although it is only part of the management of a golf course, caddies`` service has huge impact on the customers. In conclusion, in terms of caddies`` service at a golf course, communication is a significant factor in raising customer satisfaction. Among the factors of non-verbal communication, kinesics and appearance substantially affect customer satisfaction, which implies that the attitude, demeanor, dressing, facial expression, and appearance can form credibility and friendliness for customers, creating more synergy. Therefore, golf course managers will have to recognize this and pay more attention to active marketing that involves caddies``.

내현적자기애와 결혼만족도의 관계: 정서표현양가성의 매개효과와 부부의사소통만족도의 조절효과

김민정,이창현 국제인문사회연구학회 2024 Studies on Humanities and Social Sciences (SHSC) Vol.6 No.2

내현적자기애와 결혼만족도의 관계: 정서표현양가성의 매개효과와 부부의사소통만족도의 조절효과 김 민 정ㆍ이 창 현 연구 목적: 내현적자기애가 결혼만족도에 미치는 효과는 잘 알려져 있지만 어떠한 심리적 과정을 거치는지에 대해서는 알려져 있지 않다. 따라서 본 연구에서는 내현적자기애와 결혼만족도의 관계를 정서표현양가성이 매개하는지 살펴보고, 부부의사소통만족도가 이러한 매개효과를 조절하는지를 검증하고자 하였다. 연구 방법: 전국에 거주하는 연구 대상 235명을 대상으로 온라인 설문을 실시하여 조절된 매개효과에 대한 검증을 실시하였다. 연구 내용: 첫째, 내현적자기애와 결혼만족도의 관계에서 정서표현양가성의 매개효과가 유의하게 나타났다. 둘째, 정서표현양가성과 결혼만족도의 관계를 부부의사소통만족도가 조절하였다. 셋째, 내현적자기애와 결혼만족도의 관계에 대한 정서표현양가성의 매개효과가 부부의사소통만족도에 의해 조절되는 것으로 나타났다. 결론 및 제언: 이러한 결과는 상담 현장에서 내현적자기애로 인해 낮은 결혼만족도 문제를 호소하는 내담자에게 정서표현양가성 혹은 부부의사소통만족도를 포함한 개입을 실시할 필요성을 시사한다. 핵심어: 내현적자기애, 정서표현양가성, 부부의사소통만족도, 결혼만족도, 조절된 매개효과 The Relationship Between Implicit Narcissism and Marital Satisfaction: Mediating Effect of Ambivalence in Emotional Expression and Moderating Effect ofCouple Communication Satisfaction Minjeung Kim* & Changhyun Lee** Abstract: This study examines whether ambivalence in emotional expression mediates the relationship between implicit narcissism and marital satisfaction, and to verify whether couple communication satisfaction modulates this mediating effect. For this purpose, 235 adults were measured through self-report surveys for implicit narcissism, marital satisfaction, ambivalence in emotional expression, and couple communication satisfaction. Analysis, First, in the relationship between implicit narcissism and marital satisfaction, the mediating effect of ambivalence in emotional expression was found to be significant. Second, the moderating effect of couple communication satisfaction was significant in the relationship between ambivalence in emotional expression and marital satisfaction. Third, it was found that couple communication satisfaction moderated the mediating effect of ambivalence in emotional expression on the relationship between implicit narcissism and marital satisfaction. These results suggest the need for intervention on ambivalence in emotional expression and couple communication satisfaction in counseling settings when clients complain of low marital satisfaction due to implicit narcissism. Key Words: Implicit Narcissism, Ambivalence in Emotional Expression, Couple Communication Satisfaction, Marital Satisfaction, Moderated Mediating Effect □ 접수일: 2024년 4월 4일, 수정일: 2024년 4월 22일, 게재확정일: 2024년 4월 28일* 주저자, 성북구가족센터 전문상담사(First Author, Counselor, Seongbuk-Gu Family Center, Email: jayatina@naver.com)** 교신저자, 하나임상심리연구소 소장(Corresponding Author, Director, Hanaimsang Institute, Email: diapanna@gmail.com)