진정성 리더십과 조직신뢰, 직무몰입의 관계에 대한 연구

김진혁 고려대학교 기술경영전문대학원 2021 국내석사

본 연구는 최근 급변하는 경영환경에 슬기롭게 대처하기 위해 기업 종사자들이 인식하는 진정성 리더십과 조직신뢰 그리고 직무몰입이 가지는 관계를 구조적인 측면에서 실증적으로 분석하는 것을 목적으로 하였다. 이를 위해 기존 선행연구들에 대한 분석을 진행하였으며 그 결과를 토대로 가설을 설정하고 분석 대상인 국내 기업종사자에게 비-확률표본(non-probability sampling) 추출기법을 활용한 인터넷 설문 유형 중 기본모집 패널조사방법을 선정하여 설문을 진행하였다. 또한 COVID-19로 인해 연구대상들에 대한 대면 설문조사에 어려움이 있어 온라인 설문의 한 형태인 구글 폼(Google forms)을 이용하여 편의표본추출법(convenience sampling methods)의 방식으로 총 246부의 자료를 수집하였다. 이후 수집된 자료를 바탕으로 본 연구에서는 PASW/PC 25와 AMOS 21.0을 사용하여 빈도분석(frequency analysis)과 기술통계 분석(descriptive statistics analysis)을 진행하였고, 확인적 요인분석(confirmatory factor analysis) 및 크론바흐 알파(Cronbach's alpha) 값을 도출하여 신뢰도 분석(reliability analysis)을 실시하였다. 또한 상관분석(correlation analysis)을 통해 단일차원성이 확인된 요인들의 방향성을 규명하였으며, 구조방정식모형분석(structural equation modeling) 및 Bootstrapping을 사용하여 간접효과의 유의성을 확인하는 등 가설을 검증하였다. 연구를 통해 본문에서는 진정성 리더십이 기업에 종사하는 조직구성원들의 조직신뢰와 직무몰입 향상을 위한 주요한 요인으로 활용될 수 있음을 규명하였고, 조직신뢰는 진정성 리더십과 직무몰입의 영향 관계에 있어 매개역할을 한다는 것을 확인하였다. 이는 진정성 리더십을 지닌 리더가 내재화된 도덕적 관점을 가지고 공정하고 편협하지 않게 의사결정을 내리는 것이 구성원들의 업무 몰입을 높여 조직 전체의 성과를 효율적으로 달성하게 한다는 연구결과에 의해 지지되고 있으며(한지영, 최우재, 윤지환, 2020), 이를 근거로 향후 기업의 경영자 및 리더들의 특성에 맞는 효과적인 리더십 향상 방안의 필요성을 제안하였다. 종합하여 보면, 본 연구는 진정성 리더십과 조직신뢰 그리고 직무몰입 간 관계를 단편적인 인과관계에서 벗어나, 상호 보완적이고 구조적인 것으로 가설을 설정하여 검증함으로써 진정성 리더십과 조직신뢰 그리고 직무몰입에 대한 이론적 연구를 넓히는데 기여하고자 하였다. 이와 함께 기업의 측면에서는, 조직의 성과를 향상시키고 조직구성원의 성장을 도모하기 위해 진정성 리더십이 발휘될 수 있는 신뢰의 조직문화 구축이 필요하며 특히 일과 삶의 균형(work & life valance)을 중요시하는 밀레니얼 세대가 조직의 중추적인 역할을 하게 되는 현시점에서 직무몰입에 영향을 주는 진정성 리더십과 조직신뢰에 대한 현상을 고찰함으로써 기업의 리더십 프로그램 개발과 긍정적인 조직문화 구축 전략에 현실적인 방향성을 제시했다는 것에 그 의의가 있다.

공유리더십, 커뮤니케이션 풍토가 조직 자원을 통해 팀 몰입에 미치는 영향에 관한 연구 : 자원 보존 이론의 관점에서

한지영 고려대학교 기술경영전문대학원 2022 국내박사

Team in the organization is a group which has a crucial role to perform organizationally by achieving a goal and solving a problem with a social interaction (Kozlowsky & Bell, 2003). The importance of team has been highlighted with facing complexity and uncertainty under fast moving business environment. It’s fundamentally necessary to maximize team effectiveness by increasing commitment for job and affiliated group. The research which is related to team is showing that desirable outcome is drawn when team members are committed to the organization or team (Bishop and Scott, 1997; Bishop, Scott and Casino, 1997). The research for organization commitment is showing the attitude for macro-organization which members are in while team commitment research is explaining direct impact about team dynamics which members have close relationship by doing the job. Though both concepts are differentiated as mentioned above, the research of team commitment has had relatively insufficient attention comparing for that of organizational commitment (Bishop & Scott, 2000; Ellemenrs, Gilder & Heuvel, 1998). This dissertation investigates whether each of shared leadership and communication climates has an influence on the team commitment through organization resources such as team positive psychological capital (PsyCap) and team voice behavior. This purpose is to have a systematic understanding regarding various components and antecedents which have effect on the relationships and dynamics while team members go through working process drawing on conservation of resources(COR) theory. This dissertation consists of three independent studies regarding different composition of antecedents and mediators which influence team commitment. The research was conducted in metropolitan area in south Korea with two data collection sessions at a six weeks interval to verify each hypothesis for three different studies. Multi-source survey data was taken from 27 firms, 135 teams and 539 employees. The aggregation approach was used to analyze the data at the team level with using SPSS PASW STATISTICS 23.0 and SPSS PROCESS Macro. The result of <study 1> revealed that both of task-oriented shared leadership and relation-oriented shared leadership were positively associated with team commitment. Additionally, high level of task-oriented shared leadership and relation-oriented shared leadership influence team commitment through team PsyCap. Moreover, Procedural justice positively moderated the relationship between task-oriented shared leadership and team PsyCap as well as a positive antecedent to team PsyCap while climate of communication openness positively moderated the relationship between relationship-oriented shared leadership and team PsyCap. In the second study, the results showed that three subdimensions of communication climates -communication openness, Information adequacy, Participation for decision making- are positively related to team commitment. In addition, team PsyCap was proved to have a partial mediating role between the relationship of three of communication climates and team commitment. In the third study, high level of communication climates - communication openness, Information adequacy, Participation for decision making - influence team commitment through team voice behavior. This study has some theoretical and practical implications for team commitment research as below. First, this study has contributed to extend the theoretical foundation for commitment literature by analyzing the relationship about various factors which influence to team commitment with team level while existing research results for commitment focused on the analysis of individual level. The results of this study show that the process to commitment for the team which employees have close relationships with handling their job in their daily business, Second, the construct of antecedents which are proposed in this study such as shared leadership and communication climates is excessively broad. This study enriches commitment literature by showing team commitment as an outcome of shared leadership and communication climates via the intervening mechanism of organizational resources such as team PsyCap or team voice behavior by proving which factors of both antecedents influence to team commitment by using a narrow-down in-depth analysis of task-relationship oriented shared leadership and three different communication climates such as communication openness, Information adequacy and Participation for decision making. Third, We applied COR theory to examine the impact of shared leadership, communication climates on team commitment via organizational resources. Our study integrates the motivational aspect of organizational resources such as team PsyCap or team voice behavior by examining its role in the relationship team commitment and its antecedents. This study also suggests practical implications to manage commitment for team members effectively by shedding light on organizational resources as motivating factors as well as fostering organizational culture. 조직에서 팀은 문제의 해결과 목표의 달성을 위해 상호작용을 함으로써 성과를 창출하는 구성원들이 모여 있는 집단으로 (Kozlowski & Bell, 2003), 조직의 핵심이라고 할 수 있다. 시장과 기술의 불확실성, 경쟁의 역동성에 처한 복잡한 경영 환경에서 기업의 성과는 무형의 지식과 조직 능력에서 창출되며 (김영준, 송경모, 민재웅, 윤지환, 조용덕, 2017), 이는 조직 프로세스에 영향을 미치는 무형 자원이다(Yoon, Kim, Vonortas, & Han, 2019). 이와 같은 현대 기업 환경에서 조직의 핵심인 팀의 중요성은 나날이 커져가고 있으며, 팀 구성원들의 업무 몰입도를 올려 팀 효과성을 극대화하는 것은 근본적으로 필요한 일이다. 팀과 관련한 연구는 조직 구성원들이 소속되어 있는 조직이나 팀에 몰입이 되어 있을 때 바람직한 결과가 도출된다는 것을 보여주고 있지만 (Bishop & Scott, 1997; Bishop, Scott, & Casino, 1997), 조직 구성원이 소속된 거시 조직에 대한 태도를 보여주고 있는 조직 몰입에 비하여 팀 몰입은 직접 업무를 수행하며 대인관계를 맺고 있는 팀에 대한 몰입이라는 측면에서 그 개념이 조직 몰입과 차별화됨에도 불구하고, 이에 대한 연구는 상대적으로 많은 관심을 받지 못해 연구의 필요성이 제기된다 (Bishop & Scott, 2000; Ellemers, Gilder & Heuvel, 1998). 본 연구에서는 팀 구성원들이 업무를 하는 과정에서의 관계와 역동성에 영향을 미치는 다양한 요인과 선행 변수들에 대한 체계적인 연구를 위해 자원 보존 이론을 바탕으로 공유 리더십, 커뮤니케이션 풍토가 팀 몰입에 미치는 영향에 대하여 가설을 설정하고 실증 분석하였다. 팀몰입에 영향을 미치는 선행 변수와 매개 변수에 관한 3개의 독립된 연구 모형을 제시하였으며, 각 모형의 가설 검증을 위해 서울/수도권 소재의 다양한 산업군에 종사하는 팀 리더와 팀원을 대상으로 총 2차례에 걸쳐 설문조사를 실시하였다. 27개 조직, 135개 팀, 539명의 팀원이 1,2차에 걸쳐 응답한 설문을 팀수준으로 분석하였고, SPSS PASW STATISTICS 23.0을 활용하여 통계처리 하였다. 분석 결과, <연구 1>에서는 업무 지향적 공유 리더십과 관계 지향적 공유 리더십이 팀 몰입에 긍정적 관계가 있었으며, 팀 긍정 심리 자본은 업무 지향적 공유 리더십/ 관계 지향적 공유 리더십과 팀 몰입 사이를 모두 부분 매개하는 역할을 하는 것으로 나타났다. 또한, 독립변수와 매개변수 사이의 조절 요인을 분석한 결과, 업무 지향적 공유리더십과 팀 긍정 심리 자본의 관계에서는 ‘절차적 공정성’이, 관계 지향적 공유 리더십과 팀 긍정 심리 자본의 관계에서는 ‘개방적 커뮤니케이션 풍토’가 각각 긍정적인 조절효과가 있는 것으로 나타났다. <연구 2>애서는 커뮤니케이션 풍토의 3가지 하위 차원 -개방적 커뮤니케이션 풍토, 적절한 정보 공유의 커뮤니케이션 풍토, 참여적 커뮤니케이션 풍토가 팀 몰입에 긍정적으로 영향을 미치는 것으로 나타났으며, <연구1>의 매개 변수인 팀 긍정 심리 자본이 이들 3가지 하위 차원의 커뮤니케이션 풍토와 팀 몰입과의 관계를 모두 부분적으로 매개하였다. <연구 3>애서는 <연구 2>의 선행 변수인 3가지 하위 차원의 커뮤니케이션 풍토와 팀 몰입과의 관계를 팀 발언행동의 2가치 차원-예방적 발언행동, 촉진적 발언행동- 이 모두 부분 매개하여 긍정적으로 영향을 미치는 것으로 나타났다. 이상과 같은 연구 결과를 통해 이론적, 실무적 시사점이 제시되었으며, 이를 통한 본 연구의 공헌을 요약하면 다음과 같다. 첫째, 몰입에 대한 기존의 주요 선행 연구가 조직 몰입에 미치는 선행요인과 결과변수에 대한 것을 개인수준으로 다룬 반면 본 연구는 팀 몰입에 영향을 미치는 선행 독립 변수와 매개 변수와의 관계를 팀 단위 수준으로 분석한 연구로 조직 구성원이 직접 업무를 수행하며 대인관계를 맺고 있는 팀에 대한 몰입에 이르는 과정의 이론적 토대를 정립하는데 기여하였다. 둘째, 다양한 측면을 가지고 있는 선행 변수인 공유 리더십과 커뮤니케이션 풍토의 하위 차원을 세분화하여 조직 자원인 팀 긍정 심리 자본과 팀 발언행동을 통해 팀 몰입에 영향력을 발휘하는 과정을 자원 보존 이론의 원칙과 추론에 의거하여 체계적으로 고찰하였다. 셋째, 본 연구에서는 자원 보존 이론으로 공유 리더십과 커뮤니케이션 풍토가 팀 긍정 심리 자본, 팀 발언 행동, 팀 몰입 간의 관계에 대한 가설을 검증함으로써, 조직 자원 간 관계에 대한 이론적 토대를 넓히는데 기여하였다.

2016년도 촛불시위의 재해석 : 참여자 정체성의 다층적 분석

김은비 이화여자대학교 대학원 2019 국내석사

본 연구의 목적은 2016년에 일어난 촛불시위를 시위 참여자의 정체성과 시위 성격의 연관성을 분석하는 것이다. 이를 위해 다양한 신문기사와 참여자들의 인터뷰를 활용하였고, 2008년 미국산 쇠고기 수입 반대 촛불시위와 비교·분석하였다. 그리고 Breakwell의 Identity Process Theory와 Kiecolt의 자기 개념 변화이론을 활용하여 2016년 촛불시위에 나타난 참여자들의 정체성의 변화를 살펴보았다. 분석 결과 참여자들의 개인적 정체성의 변화, 이념적 정체성의 부재, 그리고 도덕적 정체성의 강화가 일어났으며, 이를 통해 규모·기간 및 폭력성의 다양한 측면에서 정체성의 변화가 영향을 끼쳤을 것으로 나타났다. 2016년 박근혜 탄핵 촛불시위는 이전의 촛불시위와 다르게 비폭력적 평화시위로 처음부터 끝까지 진행되었으며, 규모나 기간의 측면에서도 큰 차이를 보인다. 일련의 촛불시위를 겪으면서 형성된 참여자들의 정체성의 변화가 2016 촛불시위의 성격에 영향을 끼쳤을 것으로 분석했다. 정체성의 개념이 다소 추상적이어서 측정하기 어려운 점이 있지만, 참여자들의 행동을 통해서 정체성이 표현되며 그것이 시위로 이어진다. 따라서 참여자들의 정체성의 변화와 시위의 성격이 연관성을 가지고 있다고 볼 수 있다. 참여자의 정체성으로만 시위의 성격을 분석하기에는 다소 한계를 지니기는 하지만, 정체성의 변화가 시위의 성격을 결정짓는 요인 중 하나로 작용한 것으로 보인다. The purpose of this study is to analyze the association between the identity of the participants in the 2016 candlelight vigil and the nature of the movement. To this end, various newspaper articles and interviews with participants were used and compared and analyzed with candlelight vigils against U.S. beef imports in 2008. Using Breakwell's Identity Process Theory and Kiecolt's theory of self-concept change, I looked at the change in identity of participants in the 2016 candlelight protests. The analysis showed that the change in the personal identity of participants, lack of an ideological identity, and strengthened moral identity, which may have affected various aspects including size, duration, and violence. In comparison with other candlelight vigils, 2016 candlelight vigils were nonviolent peaceful demonstrations and have a big difference with scale and period. It is analyzed that changes in the identity of participants formed during the series of candlelight vigils may have affected the nature of the candlelight vigils in 2016. Although the concept of identity is somewhat abstract and difficult to measure, the identity is expressed through the actions of the participants, which lead to demonstrations. Thus, it can be seen that the change in the identity of the participants is related to the nature of the protests. Although the identity of the participants is limited in analyzing the nature of the protests, it appears that the change in identity has served as one of the factors that determines the nature of the protests.

베트남인들의 한국관광 선택속성이 관광의도에 미치는 영향

정효숙 경희대학교 관광대학원 2012 국내석사

The number of Vietnamese tourists who visit Korea have increased steadily since Dec. 22, 1992, since the diplomatic relation of Korea and Vietnam opened. The Korea Tourism Organization established a branch office in Hanoi on April 2011. Hanoi office aims to promote Vietnam tour market, which has been successful so far by increasing the tour market over 10% every year recently. Stable political environment, high economic development, and booming of Korean streams(Han-ryu) are the strong factors which make Vietnamese visit Korea. We expect the number of Vietnamese visitors in Korea will be double for 5 years in the near future. Regardless of these hospitalizing conditions, the actual Vietnamese tour market is very small. Korean travel infrastructure is not well organized enough to impress Vietnamese at present. Vietnamese tourists are not satisfied with Korean facilities or foods during their tour activities in Korea. The gap between the fantasy of Korean tour and reality is enormous for Vietnamese tourists. The Korean government tour policy for Vietnamese is not targeting the Vietnamese tourists, but it treats them as same as Chinese and Southeastern country citizens. Official data for Vietnamese tourists have not been researched or established for many years. Moreover, precise scientific analysis have not been made at all. Thus, this study suggest the purpose of the study as follow; First of all, this study shows the concept of the factors why the Vietnamese tourists choose Korea as their tour destination, and the concept of tour restraints they have. Second, this study analyzes the Vietnamese tourist's favorite factor of choosing Korea as their tour destination, in accordance with the character of demography and the character of travel types. Third, this paper shows the analysis of what kind of the factors are considered as restraint's factors when they visit Korea and the analysis of differences on the character of demography and the character of travel types. Fourth, the analysis of the relationship between the factors of choosing Korea and the tourists' behavioral Intention by Vietnamese tourists is presented. These are provided with the information and real data which can be a guideline for the special goods for Vietnamese tourists who visit Korea. Fifth and the last, this study discusses the tactical solution to promote the Vietnamese tour market with the empirical analysis. We sampled 450 persons with the age range from 21 to 60, who habitate Hanoi city in northern Vietnam and Hochiminh city in southern Vietnam. The sampling period was from 17 October, 2011 to 29 October, 2011, for about 2 weeks. The tools of the study were the questionnaire papers which was consisted of references which was written by former researchers with some modification and additional questions, which has been implemented for this study from the data which was interviewed with 90 Vietnamese who lived in Vietnam. The analysis shows that the most effective factor which attracts the Vietnamese tourists for less than a year and three years from the present is the experiencing advanced technologies. Also, the attraction of tourism is the second effective factor for less than a year. This paper is concluded by providing fundamental information for the Vietnamese inbound tourism and suggestion to expand the Vietnamese tour market in Korea.

해외여행 경험자의 여행 동기 및 거리지각에 따른 여행행태 연구 : 포커스 그룹 방법을 이용하여

김동연 경희대학교 관광대학원 2012 국내석사

Understanding about travelers who are travel consumers, especially those who are experienced in overseas must be essential as overseas traveling became a part of their life already. In this research, travel motivations of heavy travelers were studied with Focus Group Interview(FGI). The subjects are Korean overseas heavy travelers and drawn motivation elements were applied to Travel Career Ladder(TCL) theory suggested by Pearce(1988) and its modified model of Travel Career Pattern(TCP) suggested by Ryan(1998). These were explained based on analysis with precedent empirical studies. Also, based on travel types according to distance(flight time) perception, analysis how the conducts of travel behavior such as travel period, purpose, motivation and activities in destination were different was conducted. Heavy travelers who were recent 12 months overseas travel-experienced and travel overseas at least 2-3 times per year single and married men and women were selected for 3 focus group interviews. The following results were obtained : 1) heavy traveler's seven motivations were drawn as relax, experience·fun, self-development·self-actualisation, relationship·communication, escape, nostelgia and addiction. Specifically, not just one, but multiple motivations worked at the same time. Also, the proposed motivation in this study, 'addiction' can be explained as similar meaning or developed one with motivation from precedent study 'Like traveling itself' (Lee Taehee, 2000; Gang Youngwon·Park Suwan, 1996), and it means travel is settled as a habit that heavy travelers can not take away in their lives because they are addicted to it. 2) As a result of applying and explaining escape·relax, relationship, self-development·self-actualisation, nostelgia among drawn 7 motivations based on Pearce(1988), Ryan(1998) and Lee(2004), the result of this study could not be applied to TCL theory by Pearce(1988). This study showed rather aged and experienced travelers pursuit 'relax' and it is opposite result with TCL theory. However, some results could be applied to TCP theory from Ryan(1998) and Lee(2004) that classified relaxing, escaping and relationship with core motivation and argued other external motivations such as nostelgia affect complexly. 3) In the result of analyzing travel types, the conducts of travel behavior such as travel time, period, motivation, purpose, activities in destination were shown differently according to 'distance perception', short-haul, mid-haul and long-haul trips. For example, in case of travel time, a short-haul trip was not negatively affected from date, but people tended to travel in summer holidays or golden week for a mid-haul trip and they traveled for a long-haul when they have long vacation or when they are in between jobs. In this study, the necessity need of additional travel type study considering ‘distance’ can be raised and marketing view point can be provided.

여행기업 관리자의 리더십 유형이 직장 내에서 직원들의 직업존중감과 직장만족 및 이직의도에 미치는 영향

박영진 경희대학교 대학원 2013 국내박사

In the travel industry, as small and medium-sized travel agencies since listed on the KOSDAQ or KOSPI have been dramatically growing, the managers of travel agency play a bigger role than ever before. As the travel industry become popular and more people desire to be employed in the travel industry, it is necessary to conduct research on this phenomenon. Recently eight travel agencies are listed on the stock exchange. It is expected that listed travel agencies will be increased in the future with the development of the travel industry. This study is conducted on listed and unlisted travel agencies as a form of the workplace in the prospective of future employees in the travel industry because many employees in travel agencies have strong intention to move to other travel agencies for better conditions. This study also understands the trend of employees working for travel agencies on the basis of the research findings and identifies the leadership styles of managers who run listed or unlisted travel agencies on the job esteem, job satisfaction, and turnover intention of employees. For a successful study, SPSS and AMOS statistical analysis programs have been used to identify demographic characteristics through frequencies, to understand the importance of each question using descriptive statistics, and to ensure validity and reliability of measurement items through structural equation model. The followings are the findings after conducting the goodness-of-fit test on the model and testing the research hypothesis: First, managers with transformational leadership present visions for the future to their employees and give them the confidence about the job to achieve objectives. They also make efforts to provide their employees with up-to-date information. Also they encourage them to present their opinions and understand the difficulties of their employees. In addition, those managers help their employees develop their advantages and promote job autonomy for employees in autonomous working environments. Therefore, this hypothesis has been selected for both listed and unlisted travel agencies. Second, managers with transactional leadership in listed travel agencies give rewards and punishments only for the tasks with which their employees perform, and they exert the leadership only when special problems arise. As employees consider that they would not be disadvantaged unless they make mistakes in their duties, this hypothesis has been discarded. This finding emerges because track records of performance are managed at a team or department in listed travel agencies. Managers with transactional leadership in unlisted travel agencies give proper rewards and punishments only for the tasks their employees perform while managing their employees. Unlisted travel agencies tend to manage their employees by individuals rather than by a team or department. The employees may expect rewards when they work harder to improve their performance. As managers participate only when special problems arise, employees make efforts to reduce their mistakes to avoid disadvantages, to get promoted, and to get paid better. Thus, this hypothesis has been selected. Third, job esteem is self-evaluation of employees about their jobs. Employees both in listed and unlisted travel agencies consider that their jobs are positive and valuable. They also believe that travel agents as a job has quite an acceptable and good position in a society and offer relatively many benefits despite somewhat unfair treatment. They appear to respect their careers and they are satisfied with their jobs. Thus, this hypothesis has been selected. Forth, employees working for listed travel agencies consider that their jobs are positive and valuable and quite acceptable in a society. They believe their jobs have relatively many benefits despite somewhat unfair treatment. They appear to have job esteem and they are satisfied with their jobs. They desire to work for their current companies for a long time without moving to other companies. Thus, this hypothesis has been selected. On the other hand, employees working for unlisted travel agencies consider that their jobs are positive and valuable and they have good social reputation. They believe that their jobs have relatively many benefits despite somewhat unfair treatment due to the nature of the service industry. While they build their careers with job esteem, they believe that hey could move to other travel agencies which offer better working environments than their current travel agencies. Despite their high job esteem, they still have the desire to move to larger and better companies such as listed travel agencies. Thus, this hypothesis has been discarded. Fifth, if employees both in listed and unlisted travel agencies are satisfied with their jobs, they wish to stay in their companies for a long time without moving to other companies. Thus, this hypothesis has been selected. It is important that managers allow their employees to work being satisfied with their duties and enable them to make the most of their aptitudes. Sixth, The results from the measurement on 'charisma', the confidence about duties, shows the highest average values of 3.62 for listed travel agencies and of 3.72 for unlisted travel agencies. Employees place a high value on manager's job confidence and it is valued more highly especially by those of unlisted travel agencies. In particular, 'they demand validity of employees' opinions' and 'they demand new ideas' regarding intellectual stimulation are considered important. Therefore, it will be helpful for organization management if managers strategically manage their employees by maximizing transformational leadership. Seventh, regarding demographic characteristics of parent population, both listed and unlisted travel agencies make profits by providing travel services and dealing with customers. Compared to other service companies, travel agencies have more young college-educated women between 26 and 36. The lengths of their services mostly range from 1 year to 5 years.

국외여행 인솔자의 감정노동과 소진 및 성과와의 관계에서 지원의 조절효과 연구

김은숙 경희대학교 관광대학원 2013 국내석사

국외여행 인솔자는 고객인 관광자와의 최접점에 있는 종사원으로서 그룹패키지 투어가 개시되면 종료되는 시점까지 관광자와 연속적인 접점을 이루며 빈번하게 강도 높고 다양한 종류의 감정표현을 요구받는 고감정노동군에 속한다. 그럼에도 불구하고 국외여행 인솔자 관련의 국내연구는 역할중심의 직무 지향적 연구에 치중되었으며 감정노동이나 소진과 같은 개인중심의 개인 지향적 접근을 한 연구는 미비하였다. 또한 지금까지의 국외여행 인솔자 관련 연구의 성과변수로는 자기기입식의 서비스 성과가 주로 사용되었으며 직무성과를 포함하는, 실제 기업에서 평가된 객관적인 포괄적 성과를 사용한 연구는 거의 이루어지지 않았다. 뿐만 아니라 많은 감정노동 관련 연구에서 지원의 효과가 주목받고 있음에도 국외여행 인솔자 관련 연구에서 지원의 조절효과를 다룬 연구는 거의 전무한 실정이다. 따라서 본 연구는 국외여행 인솔자에 대한 개인 중심적 접근을 통해 그 중요성에도 불구하고 별로 다루어지지 않은 국외여행 인솔자의 감정노동과 소진에 대한 지각 수준에 대한 연구와 더불어 국외여행 인솔자의 감정노동과 소진 및 성과와의 관계와 이 관계 속에서 지원의 조절효과를 밝히고자 실시되었다. 특히 실제 기업에서 평가된 개인 성과자료를 본 연구에 성과변수로 사용함으로써 기존의 자기기입식 성과변수를 사용한 학문적 연구결과가 실제 기업환경에서도 동일하게 적용되고 있는지를 확인하고자 하였다. 연구결과는 다음과 같다. 우선 감정노동과 소진, 지원에 대한 지각수준의 결과는 다음과 같이 확인되었다. 국외여행 인솔자들의 감정노동에 대한 지각수준은 평균 이상인 것으로 확인되었으며 특히 요인별로는 감정부조화 영역인 감정통제노력이나 표면행위보다 조직결합도와 역할내면화가 높은 감정조화 영역인 심층행위가 가장 높게 지각되고 있는 것으로 확인되었다. 소진의 경우, 감정고갈은 평균점 이상의 지각을 보인 반면 높은 역할 내면화로 인하여 탈인격화의 지각 수준은 평균점 이하의 낮은 지각을 보였다. 반면 자아성취감은 모든 결과 중 가장 높은 수준의 지각수준을 보여 직무에 대한 높은 성취감을 나타내었다. 지원과 관련하여서는 동료지원은 평균점 이상의 높은 지원 지각수준을 보인 반면, 조직지원은 평균점 이하의 낮은 지각 수준을 나타내므로 조직 지원 강화에 대한 필요성이 확인되었다. 두 번째로 감정노동과 소진 및 성과의 관계와 이 관계 속에서 지원의 조절효과는 다음과 같이 확인되었다. 우선, 감정노동과 소진과의 관계에서는 감정통제노력만이 영향을 미치는 것으로 확인되었으나 세부요인별로는 감정통제노력이 감정고갈과 탈인격화를 촉진시키는 반면, 심층행위는 자아성취감에 긍정적인 영향을 미치고 탈인격화를 저지시키는 효과를 가지는 것으로 확인되었다. 조직지원을 통하여 감정통제노력으로 인한 감정고갈을 낮출 수 있으며, 동료지원을 통해 표면행위로 인한 감정고갈은 낮춰지는 반면, 심층행위로 인한 감정고갈은 다소 증가하는 결과가 나타났다. 또한 감정노동과 성과와의 관계에서는 심층행위가 성과에 긍정적 영향을 미치는 것으로 확인되었고, 이는 동료지원을 통해 더욱 강화되는 것으로 나타났다. 마지막으로 소진과 성과와의 관계에서는 자아성취감이 성과에 긍정적인 영향을 미치는 것으로 확인되어 결국 가장 중요한 긍정적 감정노동은 심층행위로 확인되었으며 성과를 높이기 위해서는 심층행위를 장려하고 자아성취감을 높이며 조직지원과 동료지원을 모두 강화해야 하는 것으로 연구결과 확인되었다. Tour leaders are the employees who get exposed to the tourists in the field who make continuous contacts with the tourists from the beginning of the group package tour till the end. Inevitably, their job belongs to high emotional labor job group that is required to express frequent, intense and various emotions during the whole tour. Nevertheless in tour leader-related studies, the domestic study about tour leader has been mostly focused on the role based job-oriented approach, and there has been not much individual-centered approach such as emotional labor or burnout. Also, most studies used self-evaluated service performance data as performance variable. Very few studies used objective and overall performance data that was evaluated by organization including both service performance and job performance. And the study investigated the moderating effect of the support is very rare even though it’s been very remarkable subject in the emotional labor related studies. Therefore, the purposes of this study are as follows: first to see tour leader's perception level of emotional labor, burnout and support. And second is to examine the relationship between emotional labor, burnout and achievement and to see the moderating effect of support in this relationship. Especially, the personal outcome data that was evaluated by organization was used in this study to see if the existing results from the self-evaluated performance data based studies are equally applicable in the enterprise environment. The findings of this study are following: First, the result of perception level about emotional labor, burnout and support was confirmed as below: tour leaders' perception level about emotional labor was confirmed to be above the average. Especially, looking from the factors, deep acting which is the factor that reflects the high organization attachment and role internalization is perceived the most when compared to the emotion control effort or surface acting. In case of burnout, emotional exhaustion was perceived above average but the perception level of depersonalization was below average due to the high role-internalization. On the other hand, personal accomplishment showed the highest perception level which supports high job satisfaction. As for the support, co-worker support showed high perception level that was above average but the organizational support showed below-average perception level which confirmed the need for enhanced organizational support. Secondly, the relationship between emotional labor, burnout and achievement, and the moderating effect of the support in that relationship was confirmed as below: First, in the relationship between emotional labor and burnout, only emotion control effort had meaningful influence. But detailed factor result shows that emotion control effort accelerate the emotional exhaustion and depersonalization while deep acting has positive influence on the personal accomplishment and slow the depersonalization. Organizational support can lower the emotional exhaustion that stems from emotion control effort, and co-worker support lowers the emotional exhaustion that stems from the surface acting while the emotional exhaustion that stems from the deep acting increases a little bit. Also, it was confirmed that in the relationship between emotional labor and achievement, the deep acting has positive influence over the achievement and it’s further enhanced by the co-worker support. Finally, in the relationship between burnout and achievement, it was confirmed that personal accomplishment has positive influence on the achievement which shows that the positive emotional labor that’s most important is the deep acting which means that to increase the achievement, deep acting has to be encouraged, personal accomplishment has to be raised and both the organizational and colleague support has to be enhanced.

객실승무원 신입채용방식이 자긍심, 고객지향성에 미치는 영향

김유옥 경희대학교 관광대학원 2015 국내석사

Providing unique and high-quality service to passengers is the core element in creating value in airline business. In particular, the quality of the service given by cabin crew is the primary service element that determines passenger satisfaction and creates value. As such, recruiting and training cabin crew is becoming critical part of airline’s human resource policies and the overall strategic direction of the industry. Therefore, it is no surprise then that many airline carriers are examining their recruiting and training process to improve their performance. The main objective of this study was to investigate whether the use of "internship" programs to recruit cabin crew resulted in better quality service to the passengers and higher job satisfaction. Traditionally, airline industry in Korea has recruited their cabin crews through "open competition." An internship program, compared to "open competition," is where an airline hires college graduates as short-term interns with the opportunity to become full-time staff after evaluation of their performance during the internship. To examine the differences in cabin crew self-esteem and customer orientation, a study of employees hired through open competition and internship programs was conducted. The study looked at the two groups of cabin crews examine if there were any differences in their work attitudes and performance. The study focused on statistical investigations of the relationship between the recruiting approach (internship vs. open competition) and job performance factors (self-esteem, customer orientation). An in-depth survey interview was conducted for two hundred cabin crews, who were hired after 1 January, 2013 and who presently working for one of the three low cost carriers (LCC) in Korea. Among those, one-hundred seventy four cabin crews responded to the in-depth interview (ninety two flight attendants hired through internship, and eighty two hired through open hiring). A set of statistical analysis, including frequency analysis, Cronbach's alpha, and independent sample T-test, were applied to the survey interview data in order to investigate the relationships between and differences among the two recruiting groups. The results strongly indicated that recruiting through internships was showed more effective in hiring qualified cabin crews. Those who were hired through internship expressed much stronger self-esteem and customer orientation. Such positive responses by those through internship can be directly related to their knowledge and enthusiasm which resulted in higher passenger satisfaction. In addition, male cabin crews showed higher job satisfaction and stronger positive feedback from passengers when compared to female staff. The results provide airline carriers with implications for hiring cabin crews. Most domestic LCC hires very low number of male flight attendants (less than 10 percent of the total flight attendants). Considering the fact that on-board safety issue is increasingly becoming critical part of cabin crews' duty, airline industry may need to consider hiring increasing number of male cabin crews to improve safety and customer satisfaction. To hire them, through internships will be an effective method of hiring and simultaneously training the new cabin crews. Since domestic LCC employed internship program in hiring cabin crews relatively recently, only one and half year data were used for this study. Further study may need to compare the two groups (through internship and through open hiring) in their job performance, royalty to the company, promotions, etc. and investigate how they are significantly different. Such study can be possible when long-term data become available. Without any doubt, such information will be valuable to human resource management to airline carriers. 항공 산업의 고속 성장으로 인해 치열한 경쟁 속에서 살아남기 위해 항공사들은 각 회사에 맞는 인재를 채용하고 육성하여 기업경쟁력 강화를 끊임없이 모색하고 있다. 서비스를 통해 기업이 추구하는 가치를 창출하는 항공사 객실승무원의 채용에서부터 다양한 방법과 형태를 도입하여 기업 경쟁력을 확보하여 우수한 인적 자원을 확보하고 활용하는 것이 중요하다. 본 연구를 통해 국내 항공시장에서 기업의 특성에 맞게 변화하는 객실승무원 신입 채용방식에 대해 알아보고, 이러한 신입 채용방식별 집단 간 비교를 통해 객실승무원의 자긍심과 고객지향성에 있어서 유의한 차이가 있는지 분석하여, 인적자원을 효율적으로 확보하는 방안을 제시하고자 한다. 본 연구는 최근 새롭게 도입된 신입 객실승무원 채용방식인 인턴채용이 기존의 채용방식인 공개채용방식과 비교하여 유효성이 있는지 검토해보고 채용방식으로서 시사점이 있는지 알아보기 위해 신입객실승무원 중 인턴으로 채용된 객실승무원 집단과 일반 공개경쟁으로 입사한 객실승무원 집단 간의 자긍심과 고객지향성의 차이를 분석하고자 하였다. 먼저 채용방식, 자긍심, 고객지향성에 대한 이론적 배경을 검토하고 선행연구를 바탕으로 두 집단 간의 자긍심과 고객지향성에 대한 유의한 차이가 있을 것이라는 2가지 가설을 제시하였고, 추가적으로 인구통계학적 특성(성별, 연령, 학력)에 따른 변수간의 상관관계를 연구 분석하였다. 연구의 분석방법은 수집된 자료를 기반으로 SPSS 21.0 통계패키지 프로그램을 이용하여 빈도분석(Frequency Analysis), 탐색적 요인분석(Exploratory Factor Analysis), 내적 일관성 분석(Cronbach's alpha), T-test(Independent Samples T-test) 등을 실시하여 영향관계를 밝혔다. 가설 검증을 위한 연구 대상자는 국내 저비용항공사인 E사, J사, T사의 객실승무원 중 2013년 이후 입사하여 근무하고 있는 조직구성원으로 하였으며 설문조사를 실시하여 총 200부를 배포하여 174부를 수거하였고 이를 자료 분석에 사용하였다. 전체 응답자 중 인턴채용을 통해 입사한 직원은 92명이고 공개채용을 통해 입사한 직원은 82명으로 인턴채용과 공개채용을 통한 채용의 회수된 설문은 52.9% 대 47.1%이다. 측정도구의 탐색적 요인분석 결과 자긍심과 고객지향성 각각에 2개의 요인이 도출되었으며, 문항의 내용적 의미를 고려하여 자긍심의 경우 ‘역할기반 자긍심’과 ‘조직기반 자긍심’ 고객지향성의 경우 ‘주도적 고객지향성’과 ‘배려적 고객지향성’으로 요인 명을 부여하였다. 본 연구의 결과로 첫째, 인턴채용제도를 통한 객실승무원 채용방식이 우수한 인재를 확보하는데 유용하다는 것이 본 연구를 통해 확인되었다. 객실승무원으로서의 마음자세인 자긍심과 고객을 향한 마인드인 고객지향성이 일반 공개채용보다 상대적으로 높게 나타남으로서 채용방식에서 인턴채용제도를 유지․발전시켜 인력확보를 효과적으로 할 필요가 있다. 둘째, 항공사 객실승무원 중 상대적으로 낮은 비율을 차지하고 있는 남승무원이 여승무원에 비해 비교적 자긍심과 고객지향성이 높음이 본 연구에서 확인되었다. 이는 기내 서비스가 여성에게만 한정되는 직업이 아니라는 것을 뒷받침하고 있다. 그러나 본 연구에서는 국내 7개의 항공사 중 3개의 저비용 항공사에서 표본을 선정하여 수집한 자료를 토대로 연구를 진행하였기 때문에 대상의 한계가 있으며, 설문 응답자의 주관적인 지각에 의존한 측정도구로 설문지를 구성하여 측정도구의 한계가 있다. 또한 일정 시점의 단 한 번의 설문조사에 의한 결과물로 그 시점에서의 개인특성을 반영한 한계점이 있다. 따라서 향후 연구에서는 조사 대상을 전 항공사로 확대하여 분석이 이뤄져야 할 것이며, 객관적으로 평가할 수 있는 측정도구의 개발이 필요하다. 마지막으로 일정한 간격을 두고 시기별로 측정하는 연구도 병행해서 실시하고, 시간이 지나 인턴채용을 통해 입사한 객실승무원과 공개채용을 통해 입사한 객실승무원의 승진․이직률 등을 관찰한 연구가 더 진행되면 경쟁력 있는 인재 확보를 위한 채용방식의 효과성 검증에 더욱 유효할 것이라 사료된다.

주가지수와 환율변동이 해외여행에 미치는 영향

윤경선 경희대학교 관광대학원 2012 국내석사

본 연구는 1989년 해외여행자유화 이후 급속도로 증가하고 있는 관광산업에 대하여 내국인 해외출국(outbound)에 영향을 미칠 수 있는 변수인 코스피 지수, 환율과 같은 경제변수와 함께 질병, 금융 위기, 테러 등의 예측 불가능한 사건들을 선정하여 내국인의 선호도가 높았던 일본, 중국, 미국, 태국, 필리핀,홍콩, 싱가폴, 호주에 여행수요에 대한 분석을 하였다. 분석기간은 2001년 1월부터 2010년 12월까지 월별자료를 토대로 인과관계를 볼 수 있는 선형회귀분석방법을 사용하였으며 분석결과 환율과 코스피 지수는 여행수요에 영향을 미치며 환율이 다소 영향을 더 미치는 것으로 나타났다. 다만 미국과 필리핀은 여행수요가 유학이나 친지방문 그리고 골프수요와 허니 문 등 목적성 관광 형태 등으로 환율 등에는 다소 영향을 덜 받은 것으로 나타났다. 또한 충격반응이 나타나면 우리나라 국민관광객의 일반적인 특성은 얼마간은 그 지역 여행을 가지 않는 것을 보여 주고 있다. 각 나라별로 경제변수와 충격변수에 따라 여행수요가 다르게 나타나는 결과를 보듯이 위기상황을 극복할 수 있는 차별화된 조치를 강구하여 수요전환과 유치를 통해 전체적인 목표 관광객 수로 접근 할 수 있어야 할 것이다. As the tourist industry has been growing so rapidly since the overseas trips were liberalized in 1989, this research analyzes the effects of some factors on the demands for outbound to the countries preferred by Koreans such as Japan, China, America, Thailand, the Philippines, Hong Kong, Singapore and Australia. The factors selected for the research are economic variables like Korea Composite Stock Price Index(KOSPI), which could have influences on outbound tourisms and exchange rate and unpredictable factors such as diseases, financial crisis and terrors. Linear regression analysis was used to identify the cause-and-effect relationship based on monthly data from January, 2001 to December 2010. The result of the analysis shows that both exchange rate and KOSPI have effects on the demands for outbound trips and the former is the more influential a little bit of the two. But in case of trips to America and the Philippines, the tourists usually have particular purposes like studying, visiting relatives, playing golf or honeymoon so they are less influenced by exchange rate. Beside, Koreans tend not to visit some particular locations for some time when shock reaction happens. As the demands for outbound travels are different from country to country according to economic variables and shock variables, differentiated measures to overcome the crisis should be taken in order to come close to the target numbers of tourists by switching and creating the demands.

외국인 전용 카지노 직원의 조직 내 커뮤니케이션 만족이 직무만족과 조직몰입에 미치는 영향

박희진 경희대학교 관광대학원 2013 국내석사

The tourism business in Korea continues to prosper as for the first time in history the number of foreigners visiting Korea surpassed 10 million in 2012 with the K-Pop Hanryu phenomenon still on the rise. Casinos exclusively for foreigners have during the last 40 years played a pivotal role in the tourism business and due to the huge economic opportunity it proposes, domestic as well as foreign corporations have looked into the possibility of developing integrated resort complexes centered around casinos. This study was conducted to clarify the effect of improved internal communication in Casinos exclusively for foreigners leading to increased employee satisfaction and how it affects company development. For this purpose, 200 employees at P Group Casino exclusively for foreigners have been surveyed and 180 of the questionnaires have been analyzed. The following summaries the findings of this study. The level of satisfaction for the three variables according to demographical characteristics (sex, employment type, salary, years of employment, salary etc.) showed difference in type of employment and sex only. In other words, permanent employees over nonpermanent employees, and male over female, showed higher level of satisfaction in communication satisfaction (independent variable), and job satisfaction and organisational commitment (dependent variables). In conclusion, the above results of this study leave following suggestions. First, a positive relationship exists between communication satisfaction and job satisfaction. A higher level of communication satisfaction positively impacted job, promotion, colleague, salary etc. Second, company vision and goal, company unification, and the environment for internal communication showed to positively impact organizational commitment. Third, the level of job satisfaction and wage satisfaction showed to positively impact organizational commitment. The level of internal communication within casinos exclusively for foreigners positively impacted job satisfaction and organizational commitment, employees with higher level of job satisfaction showed a higher level of organizational commitment.