비전만족도의 선행요인 및 결과요인에 관한 연구 = The Study on Antecedent and Consequence of Vision Satisfaction

국문 초록 (Abstract)

본 논문은 비전 실행의 주체인 조직구성원이 지각하는 비전만족도에 연구 초점을 두고, 조직 구성원의 커뮤니케이션 만족도가 비전만족도에 미치는 영향과 비전만족도가 종업원 태도인 조직몰입과 서비스 기업의 성과변수인 서비스 품질에 미치는 영향을 살펴보았다. 특히 커뮤니케이션 만족도는 수직적 커뮤니케이션 만족도와 수평적 커뮤니케이션 만족도로 구분하여 관계를 살펴보았다. 이를 위해 새로운 비전을 제시하고 이를 달성하고자 노력하는 국내 서비스 업종의 A기업 종업원을 대상으로 조사된 설문자료를 활용하였으며, 연구샘플은 1,164개였다. 수직적 커뮤니케이션 만족도와 수평적 커뮤니케이션 만족도는 비전만족도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 또한 비전만족도는 종업원 태도인 조직몰입과 성과변수인 서비스 품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 그리고 수직적·수평적 커뮤니케이션 만족도 역시 조직몰입과 서비스 품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 이러한 관계를 바탕으로 추가로 실시한 sobel test결과, 수직적·수평적 커뮤니케이션 만족도는 비전만족도를 매개하여 조직몰입과 서비스품질에 유의한 간접효과를 미치는 것으로 나타났다. 마지막으로 조직몰입은 서비스 품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 이상의 연구 결과를 바탕으로 연구의 의의, 한계 및 추후 연구과제에 대해서도 논의하였다.

다국어 초록 (Multilingual Abstract)

This study, with focusing on employees who are main subjects in the implementation of vision, examined the impacts of communication satisfaction on vision satisfaction and the impacts of vision satisfaction on employee attitudes and organizational performance: organizational commitment and service quality. In order to test the hypotheses, we used the sample of 1,164 at the A company which established new vision. Results of regression analysis showed that vertical and horizontal communication satisfaction had positive effect on vision satisfaction, and the vision satisfaction had positive effect on the organizational commitment and service quality. Vertical and horizontal communication satisfaction also had positive effect on organizational commitment and service quality directly as well as indirectly related to organizational commitment and service quality through the mediating effect of vision satisfaction. Finally organizational commitment had positive effect on the service quality. The implications, future research directions, and limitations of this study were also discussed.

목차 (Table of Contents)

• 국문초록
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구방법
• Ⅳ. 분석결과
• Ⅴ. 결론 및 논의
• 참고문헌
• 영문초록

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