서비스산업 종사자들의 조직신뢰가 이직의도에 미치는 영향에서 조직몰입의 매개효과 = The mediating effect of organizational commitment on the relationship between organizational trust and turnover intention among service industry employees

다국어 초록 (Multilingual Abstract)

This study empirically examines the impact of organizational trust on turnover intention among employees in the South Korean service industry and investigates whether organizational commitment plays a mediating role in this relationship. As organizational environments become increasingly uncertain and employee turnover intensifies, understanding the psychological factors influencing employees’ decisions to leave is becoming more critical. In particular, the service sector-characterized by frequent customer interactions and high emotional labor places a premium on employees’ psychological stability and level of commitment, which are closely tied to organizational performance. Grounded in social exchange theory, this study defines organizational trust as employees’ perceived stability and predictability in organizational interactions. Organizational commitment is conceptualized as the degree of emotional attachment, loyalty, and identification with the organization, while turnover intention refers to the voluntary inclination of employees to leave the organization. A total of 186 survey responses were collected from service industry employees in Korea using random sampling methods. The hypotheses were tested through regression analysis and bootstrapping techniques. The results reveal three key findings. First, organizational trust had a significant positive effect on organizational commitment. Second, organizational commitment negatively affected turnover intention, indicating that higher levels of commitment are associated with lower intentions to leave. Third, while organizational commitment demonstrated a partial mediating effect in the relationship between organizational trust and turnover intention, the mediating role was not statistically significant. These findings suggest that both organizational trust and commitment are crucial psychological factors that help reduce turnover intention, highlighting the importance of cultivating a trust-based organizational culture and strategies to enhance commitment in human resource management practice.