A Study of Employee’s Job Satisfaction at Retail Shopping Chain of Saigon Trading Group

응웬응옥남 숭실대학교 대학원 2017 국내석사

Job Satisfaction as Mediator of the Causal Relationships between Organizational Perceptions and Work Outcomes

묘인도 경상대학교 대학원 2010 국내박사

직무만족 수준이 낮은 조직에서는 직무성과가 떨어지거나 강력한 인적자원관리방침에도 불구하고 유능한 종업원을 잃게 되는 경우도 있어서 말미암아 조직관리분야에서 주된 연구주제가운데 하나로 직무만족을 다루는 관련 연구와 문헌들이 점증되어 왔었다. 본 연구에서는 매개변수로서의 종업원의 직무만족에 대한 효과를 실증적으로 밝혀보려는 데 그 초점을 두었다. 실증적 연구를 위하여 중국 동부 도시인 칭다오(靑島)에 위치한 제조업 및 서비스업의 중소기업 (SMEs) 종업원 261명을 대상으로 설문조사를 실시하였으며, 수집된 자료는 SPSS와 AMOS를 이용하여 분석하였다. 사회적 교환이론의 메카니즘에서는 다양한 선행변수들과 자발적인 직장행위 간의 관계에서 직무만족은 매개역할을 한다고 제시되고 있다. 본 연구에서는 이러한 사회적 교환이론을 바탕으로 하여 직무상황에 대한 인식을 고려하였다. 또한 지각된 선행변수들과 네 개의 자발적 직장에서의 행동 즉, 조직시민행동, 직무성과, 조직몰입 및 이직의도 간의 관계에 있어서 직무만족이 매개변수로서의 역할을 어떻게 하는지를 분석하였다. 제시된 매개모형은 충분히 적합한 것으로 나타났고 분석결과, 절차적 정의를 제외한 지각된 조직지원, 분배적 정의, 그리고 상호작용적 정의는 직무만족에 유의한 영향을 미치는 것으로 밝혀졌다. 지각된 조직지원과 이직의도의 관계 및 절차적 정의와 결과 간의 관계, 이러한 두 가지 중요한 예외되는 경우가 있지만, 직무만족 역시 대부분의 선행변수-결과 간의 관계에 매개효과가 있음을 보여주었다. 또한, 단지 네 개의 직접 연결 고리들, 지각된 조직지원으로부터 OCBI (개인에 대한 조직시민행동), 분배적 정의와 이직의도, 상호작용적 정의와 OCBO (조직에 대한 조직시민행동), 상호작용적 정의와 이직 의도 간의 고리들은 직무만족이 완전히 지각된 조직지원, 분배적 정의, 상호작용적 정의와 자발적 직장행동 간의 관계를 매개하지 못함을 의미한다. 본 연구의 또 다른 목적은 직무만족과 직무만족의 결과변수 (조직시민행동, 직무성과, 조직몰입 및 이직 의도) 간의 관계를 설명함에 있어서 그 이해의 폭을 넓히려는데 있다. 그리고 조직 관련 문헌에서 논의되어온 관리자와 직원 및 남자와 여자 간의 두 가지 수준에서 부가적인 관계성이 존재함을 검증하려고 하였다. 본 연구의 결과는 연구모형에서 제시한 가설 중 하나의 가설만 지지하는 것으로 나타났다. 즉 리더십의 위상은 단지 직무만족-OCBO 관계에서 조절변수로써 기능하는 것으로 나타났다 (이러한 관계는 관리자에게 더 강하게 나타난다). 그리고 성별은 부분적으로 직무만족-결과변수 관계에 조절변수로 기능하는 것으로 나타났다. 예를 들면, 직무만족과 OCBO 및 직무만족과 직무성과 간에는 기대된 조절효과가 존재한다는 것이다 (이러한 관계는 여자에게 더 강하게 나타난다). 따라서 본 연구를 통하여 직무성과를 증대시키기 위한 조직차원의 권고와 시사점를 제공할 수 있음은 관리적으로 상당한 의의가 있다고 하겠다. 본 연구의 시사점은 다음과 같다. 1)종업원들의 직장에서의 자발적 태도와 행동에 미치는 조직지원 및 정의에 대한 지각의 영향정도는 직무만족에 의해 충분히 조절되는 것으로 밝혀졌다. 2)중국의 사회구조적 맥락에서는 변수들간의 연계관계 있어서 직무만족을 적절히 고려하는 것이 바람직하다. 중국인들은 개개인과 상사간에 형성되는 특수한 관계를 통하여 조직과 관계를 맞는것으로 보인다. 3)종업원들의 직무만족도를 증대시키는 방안들을 도출하기 위해서는 리더십 지위와 성차별이라는 차이점들을 고려하는 것이 매우 중요하다. 끝으로, 앞으로의 연구방향 및 본 연구의 한계점에 대하여 논의하였다. A growing body of research literature has been focusing on job satisfaction which remains a dominant construct in the organizational literature for a variety of reasons. For example, due to lack of job satisfaction, most organizations either perform badly or lose skilled employees to other organizations with strong human resource policies. The primary purpose of this study shows to develop and test a model that examines the mediating role of job satisfaction in Chinese context. In a sample of 261 employees of Small-Medium sized enterprises from service and manufacturing industries in eastern Chinese city-Qingdao, hypotheses were tested and analyzed using SPSS and SEM. Job satisfaction’s position within the nomological network and the mechanism outlined by theories of social exchange suggest that job satisfaction functions as a mediator of the relationship between various antecedent variables and volitional workplace behaviors. We extend social exchange theory to include perceptions of job situation and develop a model that positions job satisfaction as a mediator of the relationships between various perceptual antecedent variables, and four volitional workplace behaviors: citizenship behaviors, job performance, organizational commitment, and turnover intentions. The fit of a fully mediated model (Fig. 4-1) is sound and all four classes of antecedents (perceived organizational support, procedural justice, distributive justice, and interactional justice) except for procedural justice contributed uniquely to the prediction of satisfaction. Job satisfaction is also shown to mediate most antecedent-consequence relationships; although two important exceptions are evident, such as perceived organizational support-turnover intention relationship and procedural justice-consequences relationships. Furthermore, only four direct links from perceived organizational support to citizenship behaviors directed at individuals, distributive justice to turnover intention, interactional justice to citizenship behaviors directed at organizations and turnover intention, suggest that job satisfaction does not fully mediate the relationships between perceived organizational support, distributive justice, interactional justice and volitional workplace behaviors. Another purpose of this study shows to provide a better understanding of the relationships of job satisfaction and its subsequent constructs (citizenship behaviors, job performance, organizational commitment and turnover intentions) at leadership position differences and gender differences respectively. That is to testify the presence of additional relationships at each of the two positions (employees and managers) and two genders (male and female) that have been discussed in the organizational literature. The results provided support for partial of the hypothesized associations in the model. All of the relationships of job satisfaction and its consequences except for job performance are not moderated by leadership position. That is leadership position only acted as a moderator on job satisfaction-job performance relationship (the relationship is stronger for managers). In addition, gender also partially acted as moderator on job satisfaction-its consequence relationships (the relationship is stronger for female), such as expected moderating effects between job satisfaction and citizenship behaviors directed at organizations, job satisfaction, and job performance. Thus research that can provide organizations with recommendations and implications for improving work outcomes is managerially relevant. The implications as follows: 1)The influence of employees’ perceptions of organizational support and fairness on volitional workplace attitudes and behaviors are largely mediated through job satisfaction. That is an important confirmation of employees’ job satisfaction’s implicit position within the organization. 2)Interactional ties are more likely to be adequate in accounting for job satisfaction in the context of the Chinese social structure. The Chinese are expected to relate to an organization through the particular relationships that exist between individuals and their superiors. 3)It is crucial to take these differences (leadership position and gender) into account in order to derive the right measures to increase employees’ job satisfaction. Indeed, future research and limitations of these results are discussed.

(The) Relationship between Job Characteristics and Job Satisfaction of Public Officials in the Ministry of Foreign Affairs of Myanmar

Thi, Khine Cho 서울대학교 대학원 2020 국내석사

The study aimed to analyze the relationship between job characteristics and job satisfaction of the public officials in the Ministry of Foreign Affairs of Myanmar. Job Characteristic Model of Hackman and Oldham (1975), comprising five job dimensions such as skill variety, task identity, task significance, autonomy, and job feedback, was applied for the current study. By focusing on the quantitative methods by survey research design, the study furthermore conducted semi-structured interviews for the purpose of better understanding and deeper explanation for the quantitative results. For the survey, Job Diagnostic Survey (JDS) questionnaires were utilized as the research instrument. The results presented that job characteristics have positive relation with employees’ job satisfaction in the Ministry of Foreign Affairs of Myanmar. Among five dimensions of job characteristics, which were selected for this study, feedback, autonomy, task significance and skill variety have positive significant relationship with the dependent variable job satisfaction. However, only task identity showed statistically insignificant relationship with job satisfaction according to the survey data results. 본 연구는 미얀마 외교부 공무원의 직무 특성과 직무 만족도 사이의 관계를 분석하는 것에 초점을 두고 있다. 본 연구에서는 기술 다양성, 직무 정체성, 직무의 중요성, 자율성, 직무 피드백 등 5가지 직무 차원으로 구성된 Hackman and Oldham(1975)의 직무 특성 모델을 적용했다. 본 연구는 설문 연구 설계에 의한 정량적 방법에 초점을 맞춤으로써 정량적 결과에 대한 더 나은 이해와 더 깊은 설명을 목적으로 반구조적 인터뷰를 추가로 실시하였다. 본 조사에서는 직무진단조사(Job Diagnostic Survey) 설문지를 연구 도구로 활용하였다. 그 결과, 직무 특성은 미얀마 외교부 공무원의 직업 만족도와 긍정적인 관계가 있음을 보여주었다. 본 연구를 위해 선정된 직무 특성의 5가지 직무 차원 중 피드백, 자율성, 직무의 중요성 및 기술 다양성은 종속변수인 직무 만족도와 긍정적인 유의 관계를 가진 반면, 직무 정체성은 직업 만족도와 통계적으로 유의하지 않은 관계를 보여주었다.

장애인 임금근로자의 디지털 리터러시와 직무만족도의 관계 : 자기효능감 및 직무적합성의 매개효과

함승인 서울여자대학교 일반대학원 2021 국내석사

A research model was established based on the theory of self-efficacy, the theory of job fit theory, and previous research, and the purpose of this study is largely categorized into three. The first purpose of the study is to verify whether the structural model consisting of digital literacy, self-efficacy, job fit, and job satisfaction of wage workers with disabilities are suitable to predict the relationship between variables. The second research objective is to confirm the relationship between variables in a structural model consisting of digital literacy, self-efficacy, job fit, and job satisfaction. The research questions that embodied this are largely divided into five. Research Question 2-1 'Does Digital Literacy Affect Job Satisfaction?', Research Question 2-2 'Does Digital Literacy Affect Self-Efficacy?', Research Question 2-3 'Does Self-Efficacy affect Job Satisfaction?', Research Question 2-4 'Does self-efficacy affect job-fit?', Research Question 2-5 'Does job fit affect job satisfaction?' The third purpose of the study was to verify whether self-efficacy and job fit had mediating effects in the relationship between digital literacy and job satisfaction. The research question that follows is research question 3-1 'Does self-efficacy mediate the relationship between digital literacy and job satisfaction?, Research Question 3-2 'Is self-efficacy and job fit sequentially mediated in series in the relationship between digital literacy and job satisfaction?' This study used the second wave of the Panel Survey of Employment for the Disabled(PSED)(Korea Disabled Employment Agency, 2019), and only those who responded to the main variables of this study were included, and as a result, a total number of 680 people were included in the study. For this sample, the following methods were utilized to answer the research question. First, a descriptive statistical analysis was conducted to confirm the characteristics of the subjects' demographic and sociological characteristics and variables (digital literacy, self-efficacy, job fit, job satisfaction). Second, Pearson's simple correlation was used to see the correlation between variables, and Cronbach's alpha analysis was performed to confirm the reliability of the variables. Third, based on the structural equation model, the measurement model was used to verify the research objective 1, and the structural model was verified to confirm the research objective 2. To analyze Research Objective 3, the effect of parameters was verified using a bootstrapping method using phantom variables. The results of verifying the research objectives and research problems are as follows. [Research Objective 1] As a result of the verification of the measurement model for digital literacy, self-efficacy, job fit, and job satisfaction, model suitability was found to be good, and was suitable for predicting structural relationships between variables. [Research Objective 2] In a structural model consisting of digital literacy, self-efficacy, job fit, and job satisfaction of wage workers with disabilities, the relationship between variables was recognized. Research Question 2-1 Digital literacy had a positive impact on job satisfaction (=.189, p<.001), and Research Question 2-2 noticed that the higher the level of digital literacy, the higher the self-efficacy (=. 359, p<.001). Research Question 2-3 The higher the self-efficacy, the higher the job satisfaction (=.177, p<.001), and Research 2-4 the higher the self-efficacy, the higher the job fit (=.146, p). <.001), Research Question 2-5 The more they felt that their job was appropriate for themselves, the higher their job satisfaction was (=.217, p<.001). Finally, [Research Objective 3] In the relationship between digital literacy and job satisfaction, it was confirmed whether self-efficacy and job fit had a mediating effect or not. Research Question 3-1 Self-efficacy was found to have a mediating effect in the relationship between digital literacy and job satisfaction (B=.053, p<.01). Research Question 3-2 It was confirmed that self-efficacy and job fit have serial double-mediation effects in order in the relationship between digital literacy and job satisfaction (B=.010, p<.001). Based on these research results, social welfare practice and policy suggestions for improving job satisfaction of the disabled were made as follows. First, if vocational training is reinforced to improve digital literacy for the disabled, they will be able to be satisfied with their job via job competency enhancement. Plus, it can be possible to create an environment for remote work. Second, with pre- and post-job training and self-efficacy enhancement programs, workers with disabilities can have confidence in their jobs. Third, it is necessary to enable the disabled to search for their aptitudes and interests through vocational competency evaluation and select a job accordingly. In addition, various job opportunities can be provided through the development and promotion of new jobs with digital literacy playing an important role. On the other hand, the limitations of this study indicate the following suggestions for further research. Follow-up studies can be conducted with the usage of standardized measurement tools with verified reliability and validity, expansion of research subjects, including unpaid family workers and people with low education levels, and usage of longitudinal data. 자기효능감 이론, 직무적합성 이론 및 선행연구를 바탕으로 연구모형을 구성하였으며 본 연구의 목적은 크게 3가지로 구분된다. 첫 번째 연구목적은 장애인 임금근로자의 디지털 리터러시, 자기효능감, 직무적합성, 직무만족도로 이루어진 구조모형이 변인 간 관계를 예측하기에 적합한지 검증하는 것이다. 두 번째 연구목적은 디지털 리터러시, 자기효능감, 직무적합성, 직무만족도로 구성된 구조모형에서 변인간 관계를 확인하는 것이다. 이를 구체화한 연구문제는 크게 5개로 연구문제2-1 ‘디지털 리터러시가 직무만족도에 영향을 미치는가?’, 연구문제2-2 ‘디지털 리터러시는 자기효능감에 영향을 미치가?’, 연구문제2-3 ‘자기효능감은 직무만족도에 영향을 미치는가?’, 연구문제2-4 ‘자기효능감은 직무적합성에 영향을 미치는가?’, 연구문제2-5 ‘직무적합성은 직무만족도에 영향을 미치는가?’이다. 세 번째 연구목적은 자기효능감 및 직무적합성이 디지털 리터러시와 직무만족도의 관계에서 매개효과가 있는지 검증하는 것이었다. 이에 따른 연구문제는 연구문제3-1 ‘자기효능감이 디지털 리터러시와 직무만족도의 관계를 매개하는가?’, 연구문제3-2 ‘자기효능감 및 직무적합성이 디지털 리터러시와 직무만족도의 관계에서 순차적으로 직렬이중매개하는가?’이다. 본 연구는 장애인고용패널조사 제 2차웨이브(장애인고용공단, 2019)를 활용하였으며 이 연구의 주요변수에 모두 응답한 사람만을 대상으로 하여 총 680명이 연구에 포함되었다. 이 표본을 대상으로 연구문제에 답하기 위해 다음과 같은 분석을 시행하였다. 첫째, 연구대상자의 인구사회학적 특성과 변수들(디지털 리터러시, 자기효능감, 직무적합성, 직무만족도)의 특성을 확인하기 위해 기술통계분석을 실시하였다. 둘째, 변수 간의 상관관계를 보기 위하여 Pearson의 단순상관관계를 진행하였으며, 변수들의 신뢰도를 확인하기 위해 Cronbach’s alpha 분석을 실시하였다. 셋째, 구조방정식 모형을 바탕으로 연구목적1을 검증하기 위하여 측정모형 검증을 실시하였으며, 연구목적2를 확인하여 위하여 구조모형 검증을 실시하였다. 연구목적3을 분석하기 위해서는 팬텀변수를 활용한 부트스트래핑 방식을 사용하여 매개효과를 검증하였다. 연구목적 및 연구문제를 검증한 결과는 다음과 같다. [연구목적1] 디지털 리터러시, 직무적합성, 자기효능감 및 직무만족도에 관한 측정모형 검증결과 모형적합도가 양호한 것으로 나타나, 변수들 간의 구조적 관계를 예측하는데 적합하였다. [연구목적2] 장애인 임금근로자의 디지털 리터러시, 자기효능감, 직무적합성, 직무만족도로 구성된 구조모형에서 변인 간 관계를 확인하였다. 연구문제 2-1 디지털 리터러시는 직무만족도에 정적인 영향을 미쳤으며(=.189, p<.001), 연구문제 2-2 디지털 리터러시의 수준이 높을수록 자기효능감이 높아지는 것을 확인하였다(=.359, p<.001). 연구문제 2-3 자기효능감이 높을수록 직무만족도도 높게 나타났으며(=.177, p<.001), 연구문제 2-4 자기효능감이 높을수록 직무적합성이 높게 나타났고(=.146, p<.001), 연구문제 2-5 자신의 직무가 적합하다고 느낄수록 직무만족도가 높게 나타났다(=.217, p<.001). 마지막으로 [연구목적3] 디지털 리터러시와 직무만족도의 관계에서 자기효능감 및 직무적합성이 매개효과를 갖는지 확인하였다. 연구문제 3-1 자기효능감은 디지털 리터러시와 직무만족도와의 관계에서 매개효과를 가지는 것으로 나타났다(B=.053, p<.01). 연구문제 3-2 자기효능감 및 직무적합성은 디지털 리터러시와 직무만족도의 관계에서 순서대로 직렬이중매개효과를 지니는 것으로 확인되었다(B=.010, p<.001). 이러한 연구결과를 바탕으로 장애인의 직무만족도 증진을 위한 사회복지 실천 및 정책 제언을 디지털 리터러시, 직무적합성, 자기효능감을 중심으로 각각 제시하였다. 첫째, 장애인의 디지털 리터러시 증진을 위해 직업훈련을 강화한다면 직무능력 증진을 통해 자신의 직무에 만족할 수 있을 것이다. 또한 원격근무를 위한 환경 조성도 가능할 수 있다. 둘째, 사전·사후 직무훈련 및 자기효능감 증진 프로그램을 통해 장애인 임금근로자가 자신의 직무에 자신감을 가질 수 있도록 할 수 있다. 셋째, 직업능력평가를 통해 장애인이 자신의 적성 및 흥미를 탐색하고 그에 맞춰 직업을 선택할 수 있도록 할 필요가 있다. 또한 디지털 리터러시 중심의 새로운 일자리 개발 및 홍보를 통해 다양한 일자리 기회를 제공할 수 있다. 한편, 본 연구의 한계점을 통해 다음과 같은 추후연구를 위한 제언을 하였다. 신뢰도와 타당도가 검증된 표준화된 측정 도구의 활용, 무급가족종사자나 저학력 장애인 등을 포함하는 연구대상자의 확대, 종단자료 활용을 통해 후속연구가 진행될 수 있을 것이다.

항공사 승무원의 감정노동 및 심리적 강인성이 직무만족에 미치는 영향

민영희 연세대학교 교육대학원 2005 국내석사

The purpose of this study was to determine the effects of flight attendant'' emotional labor and psychological hardiness on their job satisfaction. For this purpose, the following hypotheses were set up; first, the flight attendant are aware of their emotional labor, their job satisfaction would be lower; second, the harder the flight attendant are feel psychologically, they would be more satisfied with their job.In order to test the above hypotheses, the researcher sampled 351 flight attendant working for Asiana Airline for a questionnaire survey about their psychological hardness, emotional labor and job satisfaction.The results of this study can be summarized as follows. First, as a result of analyzing each scale depending on flight attendant'' demographic variables, it was found that their job satisfaction differed significantly depending on such demographic variables as gender, age, marital status, career length, rank and monthly pay. On the other hand, their psychological hardiness differed significantly depending on gender, while their psychological hardiness and emotional labor were different significantly depending on career length. And their emotional labor differed significantly depending on their marital status, rank and monthly pay. Second, as a result of analyzing the correlations among variables, flight attendant'' psychological hardiness was positively correlated with their job satisfaction, and only ''commitment'' or a sub-variable of psychological hardiness was correlated positively with job satisfaction. Third, emotional labor was negatively correlated with job satisfaction, and such sub-variables of emotional labor as ''variety of emotional display'' and ''emotional dissonance'' were negatively correlated with job satisfaction. Fourth, as a result of the step-wise regression analysis for effects of each variable on job satisfaction, the variable affecting job satisfaction most was found ''variety of emotional display'', followed by rank, commitment and control. On the other hand, such effects differed much depending on career length and rank. Job satisfaction of those flight attendant working for the airline for less than 3 years were affected most by emotional dissonance, and job satisfaction of those working for less than 5 years and for less than 10 years or more than 10 years were affected most by variety of emotional display and rank, respectively. What was conspicuous was the finding that their variables perceived important would change systematically depending on their career length. While variety of emotional display was negatively most important variable for those working for less than 5 years, it was the second most important variable for those working for less than 10 years and the third most important for those working for more than 3 years, but was not important for those working for more than 10 years. On the other hand, emotional dissonance was most important variable for flight attendant, commitment for senior flight attendant, variety of emotional display for deputy chiefs, and monthly pay was most important for chiefs and deputy managers.As discussed above, it was found through this study that flight attendant'' demographic variables were closely correlated with their psychological hardiness, emotional labor and job satisfaction, and in particular, variety of emotional display affected job satisfaction most. Such a finding suggests that factors of ''variety of emotional display should be determined to improve flight attendants'' job satisfaction and thereby, explore the ways to relieve them of such factors. 본 연구는 항공사 승무원의 감정노동 및 심리적 강인성이 직무만족에 미치는 영향을 밝히기 위하여 시행되었다. 이러한 연구목적을 달성하기 위한 연구가설은 다음과 같다. 첫째, 항공사 승무원의 감정노동 지각수준이 높을수록 직무만족도는 낮을 것이다. 둘째, 항공사 승무원의 심리적 강인성이 높을수록 직무만족도는 높을 것이다.본 연구에서는 이와 같은 가설을 검증하기 위해 아시아나 항공사 승무원 351명을 대상으로 감정노동, 심리적 강인성, 직무만족에 대한 설문조사를 실시하였다.이에 대한 연구 결과를 요약해 보면, 첫째, 인구학적 변인에 따라 각 척도들을 분석한 결과, 성별, 연령, 결혼여부, 근무연한, 직급, 월 급여수준에 따라 직무만족에 있어서 유의미한 차이가 나타났다. 성별에 따라서는 심리적 강인성이 유의미한 차이를 보였고, 근무연한에 따라서는 감정노동과 심리적 강인성 모두 유의미한 차이를 보였다. 그리고 결혼여부, 직급, 임금에 따라서는 감정노동이 유의미한 차이를 나타냈다. 둘째, 감정노동은 직무만족과 유의미한 부적 상관을 나타내었으며, 감정노동의 하위요인 중에서는 감정노동의 다양성과 감정적부조화가 유의미한 부적 상관을 나타내었다. 셋째, 각 변인들의 상관관계를 분석한 결과 심리적 강인성은 직무만족과 유의미한 정적 상관을 나타냈으며, 심리적 강인성의 하위요인 중에서는 몰입만이 직무만족에 유의미한 정적 상관이 있었다. 넷째, 각 변인들이 직무만족도에 미치는 영향을 알아보기 위해 단계적 회귀분석을 실시한 결과 감정노동의 다양성이 가장 큰 영향을 미치며 직급, 몰입, 통제의 순으로 나타났다. 한편 근무연한과 직급에 따라 중요도에 차이가 있었는데, 3년 미만의 승무원은 감정적 부조화, 5년 미만의 승무원은 감정노동 다양성, 10년 미만· 10년 이상 승무원은 직급이 직무만족의 가장 큰 변인으로 나타났다. 특징적인 것은 근무연한에 따라 중요성이 체계적으로 변하는 요인이 있다는 것이다. 감정노동의 다양성은 5년 미만의 승무원에게는 부적인 방향으로 가장 중요한 변인으로 나타난 반면, 10년 미만의 승무원에게는 두 번째로, 3년 미만 승무원에게는 세 번째로, 10년 이상 승무원에게는 유의미하지 않은 것으로 나타났다. 직급에 따라서는 승무원인 경우 감정적부조화, 선임승무원인 경우 몰입, 대리인 경우 감정노동 다양성, 과장·차장인 경우 월 급여수준이 가장 큰 변인이 되는 것으로 드러났다.이와 같이 각 변인들의 관계와 각 변인들이 직무만족에 미치는 영향을 알아본 결과 항공사 승무원의 인구학적 특성, 감정노동 및 심리적 강인성과 직무만족 간에는 서로 밀접한 관련이 있으며, 특히 감정노동 다양성이 직무만족에 가장 큰 영향을 주는 것으로 나타났다. 따라서 항공사 승무원의 직무만족을 향상시키기 위해 감정노동 다양성의 요인을 밝히고 이의 경감을 위한 방안을모색하는 일이 필요하다.

The Effect of Training on Employee Job Satisfaction in the National Institute of Forensic Science of Mongolia

나란바야르 서울대학교 대학원 2023 국내석사

The Law on Civil Service of Mongolia came into effect on June 1, 1995. According to this law, civil servants are representatives of public policy implementation, and their level of education and training is the most important key to providing high quality public services to citizens. Therefore, the civil service strives to have the best human resources. The criminal justice system relies heavily on forensic science. Many previous scholars discovered that training has a positive affect on employee job satisfaction around the world. But there are no studies on the link between job training and job satisfaction of employee in the forensic science organization in the Mongolia. This study examines how training provided by the Mongolian National Institute of Forensic Science (NIFS) affects employee job satisfaction. This research was a cross-sectional and quantitative survey research. Using simple random selection from a population of 250 central public officials, the study examined a sample of 173 employees of the Mongolian central NIFS. Through a single survey using updated work training questionnaire (Mugenda & Mugenda, 2003) and job satisfaction survey (Brayfield-Rothe, 1951), the viewpoint of employees about job training and job satisfaction was gathered. The data was examined using statistical processes such as descriptive analysis, factor analysis, VIF test, ANOVA, correlation and regression analysis in SAS software. The main conclusion of this study was that job training significantly affects employees' job satisfaction at the National Institute of Forensic Science of Mongolia. As a result of regression analysis, job training has a significant effect on job satisfaction even after controlling other factors that affect job satisfaction, such as supervision, opportunities and rewards, benefits, and coworkers. The policy implications of the results of the research are to fully reform the training plan of the National Institute of Forensic Science of Mongolia and increase the job satisfaction of employees by incorporating high-level professional training content. In this way, a high level of satisfaction will be achieved and the services provided to the citizens will be improved and the government mechanism will become a solid foundation. Further research will include a detailed study of the local organizations in the National Institute of Forensic Science of Mongolia. Finding out what influences their training system and employee job satisfaction is the key objective. It will contribute to better local employee satisfaction. 몽골 공무원법은 1995년 6월 1일에 발효되었다. 이 법에 따르면 공무원은 공공정책 수행의 대표자로서 그들의 교육과 훈련수준이 시민들에게 양질의 공공서비스를 제공하는데 가장 중요한 열쇠가 된다. 그러므로, 공무원은 최고의 인적 자원을 갖기 위해 노력한다. 형사사법제도는 법의학에 크게 의존하고 있다. 이전의 많은 학자들은 교육이 전 세계 직원들의 직무 만족에 긍정적인 영향을 미친다는 것을 발견했다. 그러나 몽골의 법의학단체에서는 직무교육과 직원의 직무만족과의 연관성에 대한 연구가 전무한 실정이다. 본 연구는 몽골 국립과학수사연구워(NIFS)에서 제공하는 교육이 직원의 직무만족에 어떤 영향을 미치는지를 살펴보았다. 이 연구는 단면적이고 정량적인 조사 연구였다. 이 연구는 250명의 중앙 공무원 인구 중에서 무작위로 선정하여 몽골 중앙 NIF 직원 173명의 표본을 조사했다. 업데이트된 업무훈련 설문지(Mugenda & Mugenda, 2003)와 직무만족도 조사(Brayfield-Rothe, 1951)를 이용한 단일 설문조사를 통해 직무훈련과 직무만족에 대한 직원들의 관점을 수렴하였다. 자료는 SAS 소프트웨어에서 기술분석, 요인분석, VIF 테스트, ANOVA, 상관분석, 회귀분석 등의 통계적 과정을 이용하여 분석하였다. 본 연구의 주요 결론은 직무교육이 몽골 국립과학수사연구소 직원들의 직무만족도에 유의미한 영향을 미친다는 것이다. 회귀분석 결과 직무훈련은 감독, 기회와 보상, 복리후생, 동료 등 직무만족에 영향을 미치는 다른 요인들을 통제한 후에도 직무만족에 유의미한 영향을 미치는 것으로 나타났다. 연구결과가 시사하는 정책적 함의는 몽골 국립과학수사연구원의 교육계획을 전면 개편하고, 고도의 전문적인 교육내용을 접목하여 직원들의 직무만족도를 높이는 것이다. 이렇게 하면 높은 수준의 만족도가 달성되고 시민들에게 제공되는 서비스가 개선되며 정부 메커니즘이 확고한 기반이 될 것이다. 추가 연구에는 몽골 국립과학수사연구원의 현지 기관에 대한 자세한 연구가 포함될 것이다. 그들의 교육 시스템과 직원의 직무 만족도에 어떤 영향을 미치는지 알아내는 것이 핵심 목표이다. 그것은 지역 직원들의 만족도 향상에 기여할 것이다.

A Study on the Effects of Work pressure and Self-Efficacy on Job Performance of Employees in Chinese Commercial Banks : The Mediating Effects of Commitment and Job Satisfaction

ZHANG XUHAI 경기대학교 대학원 2026 국내박사

This study uses structural equation model to reveal the double mediation mechanism of work pressure and self-efficacy on bank employees' performance through work engagement and job satisfaction, which provides scientific support for bank human resource management. Research indicates that while work stress significantly enhances performance, it concurrently reduces employee job satisfaction. Conversely, self-efficacy notably boosts both job engagement and satisfaction, ultimately driving performance improvement. Job engagement and satisfaction serve as partial mediators in the stress/efficacy-performance relationship, with engagement acting as a partial mediator between stress and performance, while satisfaction partially mediates the stress-performance and efficacy-performance relationships. Building on the aforementioned research findings, this study provides policy and practical recommendations for financial regulators, industry associations, and bank management. The recommendations aim to enhance employee performance and well-being through institutional optimization, strengthened industry collaboration, and improved internal management. Innovatively, the study constructs a dual-mediation model of stress-performance-performance and validates the chain-mediated effect between job engagement and job satisfaction, thereby enriching the application of organizational behavior theory in the financial sector. 본 연구는 구조방정식 모형(Structural Equation Model)을 활용하여, 은행 직원의 업무 성과에 영향을 미치는 과정에서 업무 스트레스와 자기효능감이 업무 몰입과 직무 만족을 통해 이중 매개 역할을 수행하는 메커니즘을 규명하고, 이를 통해 은행 인적자원관리(HRM)를 위한 과학적 근거를 제시한다. 연구 결과에 따르면, 업무 스트레스는 직원의 성과를 유의미하게 향상시키는 동시에 직무 만족을 저하시킨다. 반면, 자기효능감은 업무 몰입과 직무 만족을 모두 유의미하게 증진시키며, 궁극적으로 성과 향상으로 이어진다. 업무 몰입과 직무 만족은 스트레스/자기효능감과 성과 간의 관계에서 부분 매개 역할을 수행한다. 구체적으로, 업무 몰입은 스트레스와 성과 간의 관계를 부분적으로 매개하며, 직무 만족은 스트레스–성과 및 자기효능감–성과 관계를 부분적으로 매개한다. 이상의 연구 결과를 바탕으로, 본 연구는 금융 감독 기관, 산업 협회, 그리고 은행 경영진을 대상으로 정책적·실무적 시사점을 제시한다. 해당 제언은 제도 개선, 산업 간 협력 강화, 내부 관리 수준 향상을 통해 직원의 성과와 복지를 동시에 증진하는 것을 목표로 한다. 또한 본 연구는 스트레스–성과–성과의 이중 매개 모형을 구축하고, 업무 몰입과 직무 만족 간의 연쇄 매개 효과를 실증적으로 검증함으로써, 금융 분야에서 조직행동 이론의 적용을 확장·심화시켰다는 점에서 학문적 혁신성을 지닌다.

보육교사의 직업정체성, 자기효능감, 직무만족도, 영유아 권리존중 보육실행의 구조적 관계

이희경 전주대학교 일반대학원 2019 국내박사

Although the study about the relationship of infant’s right respecting child care implementation, Job satisfaction, Self-efficacy, Job identity of child care teacher is requested, the preceding research about these is insufficient. The purpose of this study is to verify the difference and structural relation of child care teacher’s job identity and self-efficacy, job satisfaction and infant’s right respecting child care implementation according to the background variable. And This study is to verify that how does child care teacher’s job identity have an effect on infant’s right respecting child care implementation and what the mediated effect is between teacher efficacy and job satisfaction. The first subject for this study is that “What is the difference among job identity, self-efficacy, job satisfaction and infant’s right respecting child care implementation according to background factors of child care teacher?” The second is that “What is the structural relationship among job identity, self-efficacy,, job satisfaction and infant’s right respecting child care implementation? The third is that “What is the mediated effect of self-efficacy and job satisfaction in effect on infant’s right respecting child care implementation of job identity for child care teacher?” The subject of this study is 370 child care teachers working in national, private organization, corporation daycare center located in J-province. The measuring methods for this study are used as follows. The Job identity measurement developed by Anderson(1977) based on the study of Hall(1968) was used for job identity study by Min Kyung Hong(2010). The measurement developed by Lim Jin Hyung(1999) based on the study of Bandura(1977) was used for teacher efficacy. The “Korean Childcare Teacher’s Job Satisfaction Scale”(KCTJSS) by Jo Sung Yeon(2011) was used for job satisfaction study. The measurement for infant’s right respecting child care implementation by Kim Jin Suk(2009) was used by editing the check-list a little. The data gathered by statistics package SPSS 22.0 and AMOS 18.0 structural equation model program was analyzed. The data was processed using coding, re-coding, and error checking process. The frequency analysis was conducted for understanding about the demography characteristics of the subject. A coefficient of Cronbach's α was drew for checking the internal consistency of each measurement methords through the credibility verification. The descriptive statistics was conducted for understanding of the standard about job identity, self-efficacy, job satisfaction, infant’s right respecting which are important variables. The correlation analysis was conducted for checking the relationship among job identity, self-efficacy, job satisfaction and infant’s right respecting and the structure equation model analysis was conducted to verify the mediated effect of self-efficacy and job satisfaction in the relationship between job identity and infant’s right respecting and verity the study hypothesis. This study reached the following conclusions with these analyses. First, Job identity, self-efficacy, job satisfaction, infant’s right respecting child care implementation according to the background factors for child care teacher showed the results that showed meaningful difference between job identity and self-efficacy in investigation according to the age. Every part in job identity, self-efficacy, job satisfaction, infant’s right respecting child care implementation showed meaningful difference according to marital status and class age. Job identity in qualification and Job identity, Job satisfaction, infant’s right respecting child care implementation in establishment showed meaningful difference. Self-efficacy, job satisfaction in the number of child per teacher and job satisfaction in working hours showed meaningful difference. Second, The results which verify the structural relationship of job identity, self-efficacy, job satisfaction and infant’s right respecting child care implementation for child care teacher showed that job identity has a good effect on the self-efficacy, job satisfaction. Infant’s right respecting child care implementation statistically and job satisfaction has a good effect on the infant’s right respecting child care implementation. Third, the mediated effect of job identity, self-efficacy, job satisfaction, and infant’s right respecting child care implementation was discovered when the job satisfaction, a parameter, was intervened between job identity, an exogenous variable, and infant’s right respecting child care implementation, an endogenous variable. The self-efficacy has no mediated effect statically. The limitation of this study and a proposal for a follow-up study are as follows through the results and conclusions of this study. First, This study was conducted for child care teachers belong to Jeollabuk-do so that there is limitation for generalizing to the whole child care teachers. The study against child care teachers in the all over the country has to be conducted. Second, There is a possibility which child care teachers answered with the desirable behavior or thinking as child care teachers not their own opinion because this study uses the questionnaire. Thus, A follow-up study has to use the qualitative research such as individual depth interview, observation, or case study. It needs to consider the correlation by studying in depth. Third, The continuous effort to find the method for increasing child care teacher’s job identity, teacher-efficacy, job satisfaction having effect on the infant’s right respecting implementation and variety variables, follow-up studies has to be conducted. Fourth, This study stopped researching variable associated with job identity of child care teachers. However, A follow-up study has to be conducted about reeducation program development and application for a positive job identity formation and cultivation of child care teachers.

대학병원간호사의 감정노동이 직무만족에 미치는 영향 : K 대학병원 중심으로

김순원 경희대학교 공공대학원 2016 국내석사

현재 의료 환경은 고객이 자신의 요구에 맞는 의료기관을 선택하고 평가 할 수 있는 고객중심적인 환경으로 변화하고 있다. 병원별 경쟁력 강화와 병원홍보 및 브랜드 가치를 위해서 국가고객만족도지수 결과에 따른 병원 조직은 고객의 만족도 향상을 위해 간호사들에게 고객서비스 교육을 강화하고 간호업무를 수행하면서 조직이 원하는 적절한 감정 표현을 해야 하고 친절을 강요하고 있어 간호사들의 감정노동이 증가하고 있는 상태이다. 본 연구는 대학병원 간호사의 일반적 특성이 감정노동, 고객지향성, 직무만족에 미치는 차이를 규명하고, 각 변수별 상관관계를 분석하고, 대학병원 간호사의 직무만족에 영향을 미치는 예측요인을 규명함으로써 고객서비스 향상과 더불어 간호사의 감정노동을 낮추고 조직의 효율적인 관리로 건강한 간호문화를 조성하는데 기초자료를 제공하고자 본 연구를 시도하였다. 자료 수집은 경희대학교병원 임상연구윤리위원회의 승인(KMC IRB 1611-02)을 2016년 4월 6일에 받은 후 2016년 4월 14일부터 4월 22일까지 서울시에 소재한 1개 K 대학병원에서 근무하는 간호사를 임의 표출하여 본 연구에 자발적으로 참여한 총 300명을 대상으로 구조화된 설문지를 이용하여 무응답이나 응답내용이 불완전한 20명의 응답을 제외한 280명의 설문자료를 분석하였다. 수집된 자료는 SPSS V.22.0 통계프로그램을 사용하여 연구의 목적에 따라 연구대상자의 일반적 특성은 빈도와 백분율로 분석하였고, 감정노동, 고객지향성, 직무만족의 차이 분석은 t-test 와 ANOVA 로 분석하였고, 각 변수 간의 상관관계는 Pearson Correlation 로 분석하였으며, 직무만족에 영향을 미치는 요인을 파악하기 위해 다중회귀분석(Multiple Regression Analysis)과 감정노동과 직무만족 간의 관계에서 고객지향성이 매개효과가 있는지 매개회귀분석을 실시하였다. 이에 대한 연구 분석 결과와 시사점을 요약하면 다음과 같다. 대상자의 감정노동은 5점 만점에 평균 3.56점, 고객지향성 평균점수는 3.61점, 직무만족의 평균점수는 2.87점으로 나타났다. 첫째, 연구 대상자의 일반적 특성에 따라서 감정노동 인식차이의 분석 결과는 연령, 간호직종사 예정기간에 대해 통계적으로 유의하게 나타났으며, 고객지향성에 대한 인식차이 분석 결과는 연령, 결혼상태, 최종학력, 총 임상경력, 근무부서, 근무형태, 직위, 간호직종사 예정기간, 연봉 에서 통계적으로 유의하게 나타났다. 또한, 일반적 특성에 따른 직무만족에 대한 인식차이 분석 결과에서는 연령, 결혼상태, 최종학력, 총 임상경력, 근무형태, 직위, 간호직종사 예정기간, 연봉 에서 통계적으로 유의하게 나타났다. 둘째, 변수의 하위변수별 피어슨 상관관계 분석결과에서는 감정노동의 하위변수인 감정표현의 빈도와 감정적부조화는 고객지향성과 의 관계에서 정(+)의 상관관계로 나타났으나, 직무만족과는 부(-)의 상관관계로 나타났다. 또한, 감정표현주의정도는 직무만족에 정(+)의 상관관계로 나타났으나 통계적으로 유의하지 않은 결과가 나타났으며, 고객지향성과 직무만족은 정(+)의 상관관계로 나타났으며 통계적으로 유의한 결과로 나타났다. 셋째, 종속변수에 영향을 미치는 요인을 분석하기 위해 다중회귀분석을 실시한 결과는 감정노동이 직무만족에 영향을 미치는 요인으로는 감정노동의 하위변수 중 감정표현주의정도(β : .023)가 직무만족에 긍정적 영향을 미쳤으나 통계적으로 유의하게 나타나지 않았으며, 감정표현의 빈도(β : -.152), 감정적부조화(β : -.184)는 부정적 영향을 미쳤으며 통계적으로 유의하게 나타났다(p=.008). 고객지향성에 영향을 미치는 요인은 감정노동의 하위변수 중 감정표현주의정도(β : .330)가 가장 큰 영향을 미치는 것으로 나타났으며, 통계적으로 유의하게 나타났다(p=.000). 감정표현의 빈도(β : .056)가 그 다음으로 영향을 미치는 것으로 나타났으나 통계적으로 유의하지 않았다. 감정적부조화(β : -.152)는 부정적인 영향을 미치는 것으로 나타났으나 통계적으로 유의하지 않았다. 고객지향성이 직무만족에 영향을 미치는 요인으로는 고객지향성의 하위변수 중 공감성이 가장 큰 영향을 미치는 결과로 나타났으며 (β : .182), 반응성(β : .081), 유형성(β : .066)순으로 긍정적 영향을 주는 것으로 나타났으며 신뢰성(β : -.062)은 부정적 영향을 주는 것으로 나타났으나 통계적으로 유의하지 않았다. 넷째, 감정노동과 직무만족의 관계에서 고객지향성의 매개효과분석은 Baron과 Kenny(1986)가 제시한 3단계 매개회귀분석을 기법으로 한 1단계, 2단계, 3단계 모두 통계적으로 유의한 결과로 나타났다(p<.001). 따라서 감정노동과 직무만족 간의 관계에서 고객지향성은 부분매개효과를 나타냈다. 결론적으로 본 연구분석의 결과에서 나타났듯이 간호사의 감정노동의 하위변수인 감정표현의 빈도 및 감정적부조화는 직무만족에 부정적인 영향을 미치고, 감정표현주의정도는 긍정적 영향을 미치는 것으로 나타났다. 또한, 감정표현주의정도 및 감정표현의 빈도는 고객지향성에 긍정적 영향을 주었으나, 감정적부조화는 고객지향성에 부정적 영향을 미치는 것으로 나타났다. 고객지향성 하위변수 중 공감성, 반응성, 유형성 은 직무만족에 긍정적 영향을 미쳤으나, 신뢰성은 직무만족에 부정적 영향을 주는 것으로 나타났다. 위 연구결과를 비추어 보았을시, 감정노동 변수 중 감정표현의 빈도, 감정적부조화 및 고객지향성 변수 중 신뢰성이 직무만족에 부정적 영향을 주었고, 또한 감정적부조화는 고객지향성에 부정적 영향을 미치는 것으로 나타났으므로, 직무만족에 긍정적 영향을 줄 수 있는 방안이 모색되어야 할 것으로 생각되며, 고객지향성이 감정노동과 직무만족 간의 관계에서 매개효과를 주는 만큼, 간호사들이 임상현장에서 가장 스트레스를 받고 있는 감정노동에 영향을 주는 변인들을 감소해 나가야 할 것으로 생각된다. 고객만족도를 높이기 위해 모든 병원에서는 의료서비스의 질적 유지를 위해 인증 평가제를 적용하는 만큼, 간호사들의 감정노동이 감소되어 열심히 일하며 즐겁고 행복하게 근무 할 수 있는 임상현장의 직무만족 증진이 매우 중요하다고 생각된다. 궁극적으로 간호서비스의 질을 높이기 위해서는 간호사의 감정노동을 경감시켜 직무만족을 증대 시킬 수 있는 효과적인 간호관리 중재의 모색과 스트레스원을 경감시켜 성장시킬 수 있는 개인별 코칭상담 및 스트레스 탈출 프로그램이 절대적으로 필요하다고 보여진다. 따라서 본 연구의 분석결과가 감정노동의 요인을 감소시키고 고객지향성을 향상시켜 직무만족을 증대하는 방안을 모색하여 간호사들이 행복하고 건강한 간호조직문화 분위기를 조성해 나갈 수 있는 기초자료로 활용될 수 있기를 기대한다. 주제어: 감정노동, 고객지향성, 직무만족 Now days, the medical environment has changed its shape into more customer-centered environment that a customer can choose and evaluate according to one’s need. From this, hospital organizations, which are highly depended on National Customer Satisfaction Index, are reinforcing customer service education to nurses to improve customer’s satisfaction for building individual hospital’s competitiveness and its brand value. As a consequence, nurses are experiencing increasing amount of emotional labor as they are required to behave well during their nursing hours. This study was aimed to provide base data in reducing emotional labor of nurses while achieving improvement in customer service and building a healthy nursing culture by demonstrating the difference in the effect from basic characteristics of university nurses on emotional labor, customer-orientedness and job satisfaction, analyzing the correlation in each variable, and demonstrating predictive factors that affect job satisfaction. The data collection was performed on the randomly selected nurses who work in a K university hospital located in Seoul on a voluntary base from April 4th to April 22nd, 2016 following the approval from Kyunghee University Hospital Clinical Research Institutional Review Board (KMC IRB 1611-02) on April 6th, 2016. The total of 280 survey data that were collected out of 300 data by excluding 20 imperfect or not-responded data and analyzed. The collected data were analyzed using SPSS V.22.0 statistic program in accordance with the research purpose. Frequency and percentage were used to analyze the basic characteristics of the subjects, t-test and ANOVA were performed to analyze the difference among emotional labor, customer-orientedness and job satisfaction, multiple regression analysis was performed to grasp the factors that affect job satisfaction, and mediator regression analysis was performed to examine the mediating effect of customer-orientedness in the relationship between emotional labor and job satisfaction. Followings are the summary of the analyzed result. The average score of the subjects’ emotional labor was resulted to be 3.56 out of 5, customer-orientedness to be 3.61, and job satisfaction to be 2.87. Firstly, the analysis on the awareness difference in emotional labor based on the basic characteristics of the subjects was resulted statistically significant in age and nursing job engagement preparation period, and that in customer-orientedness was resulted statistically significant in age, marital status, the highest level of education, the length of clinical experience, working department, working type, position, nursing job engagement preparation period, and salary. Also, the analysis on the awareness difference in job satisfaction was resulted statistically significant in age, marital status, the highest level of education, the length of clinical experience, working type, position, nursing job engagement preparation period and salary. Secondly, there was a positive correlation between the frequency of emotional expression, as of a lower variable, and emotional incongruity, as regards to the relationship against customer-orientedness, but, a negative correlation was found that against job satisfaction. Also, there was a positive correlation between the level of emotional expression and job satisfaction but no statistical significance was found. Furthermore, a positive correlation was found between customer-orientedness and job satisfaction and it was statistically significant. Thirdly, in the result of multiple regression analysis that was performed to investigate the factors that affect dependent variables, the factors of emotional labor that affect job satisfaction showed the level of emotional expression (β : .023), as of a lower variable of emotional labor, induced a positive effect on job satisfaction but there was no statistical significance found. There were negative correlations from the frequency of emotional expression (β : -.152), and the emotional incongruity (β : -.184) and they were statistically significant (p=.008). Among the factors that affect customer-orientedness in the lower variables of emotional labor, the level of emotional expression (β : .330) was the factor that affects the most and resulted to be statistically significant (p=.000). The frequency of emotional expression was followed next but was not statistically significant. The emotional incongruity (β : -.152) was shown to affect negatively but was not statistically significant. Among the factors in the lower variables of customer-orientedness that affect job satisfaction, sympathy was the factor that affects the most (β : .182), followed by responsiveness (β : .081) and materiality (β : .066) all in positive way, whereas reliability (β : -.062) was resulted to affect negatively but was not statistically significant. Fourthly, in mediator regression analysis of customer-orientedness in the relationship of emotional labor and job satisfaction, statistically significant results were found in all the steps of Baron and Kenny (1986)’s three steps mediator regression analysis (p<.001). As a result, customer-orientedness had a partial mediating effect in the relationship between emotional labor and job satisfaction. In conclusion, as it was resulted in the analysis, the frequency of emotional expression and the emotional incongruity, that are lower variables of emotional labor of nurses, negatively affect job satisfaction, whereas the level of emotional expression affect positively. Also, it was resulted that the level of emotional expression and the frequency of emotional expression positively affected customer-orientedness, but the emotional incongruity negatively affected customer-orientedness. Among the lower variables of customer-orientedness, it was resulted that sympathy, responsiveness, and materiality positively affected job satisfaction, but reliability negatively affected job satisfaction. From the result, as the frequency of emotional expression among the emotional labor variables, the emotional incongruity, and reliability among the customer-orientedness variables negatively affected job satisfaction, and since the emotional incongruity negatively affected customer-orientedness, a way to positively affect job satisfaction is needed to be investigated and as customer-orientedness resulted to have a mediating effect in the relationship between emotional labor and job satisfaction, it seems to be required to reduce the factors that affect emotional labor of the nurses who undergo high level of stress in the clinical field. In order to improve customer satisfaction in the middle of the circumstance where certification evaluation system is applied to maintain the quality of medical service in all hospitals, it is believed that the improvement of job satisfaction of nurses in the clinical field from reduced emotional labor is essential. Ultimately, to improve the quality of nursing service, it seems that searching of effective nursing management interventions to increase job satisfaction from reduced emotional labor of nurses and individual coaching counseling that can encourage one to grow by reducing stress factors and stress escaping programs are absolutely necessary. As a consequence, it is expected that the result analysis of this study can be utilized as base data to reduce the factors of emotional labor and increase job satisfaction of nurses for building happy and healthy nursing organization culture atmosphere by improving their customer-orientedness.

간호사의 직무스트레스와 DiSC 행동유형 및 조직사회자본이 직무만족에 미치는 영향

노은경 조선대학교 일반대학원 2011 국내박사

ABSTRACT The Influence of Job Stress, DiSC Behavioral Type and Organizational Social Capital on Job Satisfaction among Some Nurses Roh, Eun-Kyung, B.S., M.P.H. Advisor: Prof. Kang, Myung-Geun, M.D., Ph.D. Department of Health Science Graduate School of Chosun University Background The shortage of nurses from their voluntary turnover is worldwide hot issue of nursing research. Job satisfaction has been identified a major related factor with turnover of nurses. Although there have been a great deal of researches to identify the factors influenced on job satisfaction, no effective tool to manage it has found. Purpose This study was conducted to investigate the independent role of sub- dimensions of job stress, DiSC&#9415; type of personal behavior(DiSC), and organizational social capital on job satisfaction and to identify the structural relation among them. Method Study subjects were 317 registrated nurses employed in 4 general hospitals in a metropolitan city. Data was collected using self-administrated structured questionnaire, which consisted of measures for job satisfaction(3 sub-dimensions such as work itself, relations with peer and others, job performance), job stress, organizational social capital(OCS, 3 sub-dimensions such as common value, trust, reciprocity), test tool to classy subjects into 4 behavioral type such as D(dominance), i(influence), S(steadiness), C(conscientiousness). We used statistical package, IBM SPSS 19.0 to analyse the independent influence on job satisfaction and Mplus 5.02 to test structural relation among variables through hypothetical structural equation model. Results As the results of multiple regression analysis, the factors influenced independently on overall job satisfaction were as follows; job stress(job demand, autonomy, job insecurity, organizational structure, inadequate reward) were significantly decreased job satisfaction. Regarding DiSC, job satisfaction of influence type was significantly higher than that of conscientiousness type. Of sub-dimension of OCS, the higher common value and reciprocity were, the high over all job satisfaction, but in a sub-dimension(trust), the relationship was reversed. Major findings of structural equation model analysis were as follows. Regarding DiSC, there were founded only direct effect on job satisfaction(D, i, S>C in relations with peer and others, job performance, retrospectively). Regarding common value of OCS, there were founded significant positive direct effect and indirect effect via job stress on all sub-dimensions of job satisfaction. Regarding trust of OCS, there were founded negative direct effect alone on 2 sub-dimensions of job satisfaction(work itself, job performance). Regarding trust of OCS, there were founded positive direct and indirect effect on satisfaction towards work itself, and indirect effect alone on 2 sub-dimensions(relations with peer and others, job performance). Conclusion Summing up above finding, to manage job satisfaction of nurses, it is suggested for nursing staffs to provide behavioral training programs according to type of DiSC&#9415; and to introduce strategic programs fostering organizational social capital such as common vision and reciprocity. ___________________ Key words: nurses, DiSC, behavioral type, organizational social capital, social capital, job satisfaction, job stress