대학과 학생 간의 교환관계 인식이 몰입과 행위에 미치는 영향 : 심리적 계약에 기반한 다차원적 접근 = The Effects of the Exchange Relationships between Universities and Students on Their Commitment and Behavior: Multi-Dimensional Approach Based on Psychological Contract

다국어 초록 (Multilingual Abstract)

Based on a psychological contract framework, this study conceptualizes
college students' perception of justice in education services and their
consequent attitude and behavior within the multi-dimensional approach. For
this purpose, three types of students' perceived service justice in college
education services are proposed to affect students' perception of exchange
relationships between universities and students. And these perceived exchange
relationships are, in turn, proposed to influence students' commitment and
behavior. Furthermore, these perceived exchange relationships are proposed to
mediate between students' perceived service justice and their response. Finally,
students' behaviors are proposed to have a considerable effect on their
perception of education service quality. In conclusion and discussion part,
theoretical contributions of this study and its limitations are discussed along
with its implications for practice.

국문 초록 (Abstract)

오늘날 대학들은 새로운 지식산업사회에서 요구하는 경쟁력 있는 교육서비스를
제공하고, 교육소비자의 욕구를 충족시켜 주기 위해서, 또한 교육서비스 생산 주체
인 대학과 교육소비자, 그리고 지역사회 간의 가치공유를 위해서 교육소비자 중심
의 대학 서비스로의 발상전환이 필요하다(박주성, 김종호, 신용섭, 2003). 즉 수요
자 중심의 대학교육정책의 수립을 위해서는 교육서비스의 제공자인 학교와 소비자
인 학생의 입장에서 서비스 마케팅적 접근이 요구된다. 이런 차원에서 본 연구에서
는 대학교육서비스에 대한 학생들의 공정성 지각이 그들의 태도와 행동에 어떤 영
향을 주고, 이런 반응이 교육서비스품질 향상에 어떤 기여를 하는지를 보이는 개념
적 모형과 명제들을 제시하고 있다. 본 연구에서는 기존 서비스마케팅 분야 연구들
의 한계를 극복하기 위해 심리적 계약(psychological contract)의 개념에 바탕을
둔 다차원적 접근(multi-dimensional approach)을 시도하고 있다. 결론 및 토의
부분에서는 연구의 이론적․실무적 시사점과 함께 연구의 한계 그리고 추후 연구방
향 등을 보여주고 있다.

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