국내 호텔종사자의 성격 5요인이 조직시민행동에 미치는 영향 및 직무스트레스의 조절효과에 관한 연구

다국어 초록 (Multilingual Abstract)

In this study, we reviewed the effects of the Big 5 personality traits on organizational citizenship behaviors(OCB) and the moderating effect of job stress on the relationship between the Big 5 personality traits and OCB. Using a multiple regression analysis and a moderated regression analysis, this study found that while conscientiousness and agreeableness among the personalities are positively and significantly associated with OCB, emotion stability(neuroticism) is negatively and significantly related with OCB. And, the results showed that the effects of openness and extraversion on OCB are insignificant. Finally, this study found that job stress has a negative moderating effect on the relationships between conscientiousness and OCB, agreeableness and OCB, openness and OCB, and extraversion and OCB, respectively. This study’s findings implied that job stress may be dealt with differently according to personality traits of front-line service providers and OCB can be improved through the active management considering the moderating effect of job stress on the relationship between each personality trait and OCB.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구설계
• Ⅳ. 조사결과의 분석
• Ⅴ. 결론
• References

참고문헌 (Reference)

1 이수광, "호텔기업에 있어서 직무스트레스가 조직시민행동에 미치는 영향에 관한 연구: 심리적 계약 위반의 매개 역할을 중심으로" (사)한국관광레저학회 22 (22): 67-82, 2010

2 김민경, "호텔 종사원의 성격유형에 따른 직무스트레스 대처방식과 직무만족도 연구" 한국관광연구학회 26 (26): 515-532, 2012

3 조우철, "호텔 베이커리 종사원의 성격유형(Big5)이조직시민행동과 이직의도에 미치는 영향" 한국외식경영학회 16 (16): 137-156, 2013

4 임지은, "직무스트레스가 조직시민행동과 이직의도에 미치는 영향 및 지각된 조직지원의 조절효과 검정" 한국서비스경영학회 15 (15): 51-79, 2014

5 김예실, "직무만족에 의해 중개되는 성격의 5요인과 조직시민행동과의 관계: 메타분석을 활용한 회귀분석" 한국산업및조직심리학회 27 (27): 643-682, 2014

6 한진환, "조직정치지각이 직무스트레스와 조직시민행동에 미치는 영향에 관한 연구" 한국산업경제학회 24 (24): 1397-1423, 2011

7 이창수, "워터파크 종사자들의 직무 스트레스, 직무만족, 조직시민행동의 관계" 한국체육학회 48 (48): 277-286, 2009

8 김영훈, "외식기업 서비스종사원의 성격요인이 조직시민행동과 고객지향성에 미치는 영향" 한국조리학회 18 (18): 84-99, 2012

9 최미선, "성격 5요인과 직무열의 사이에서 감정노동의 매개효과에 관한 연구: 특급호텔 종사자를 중심으로" 한국서비스경영학회 15 (15): 285-309, 2014

10 장은주, "비서직 종사자들의 성격특성 및 상사-부하 교환관계가 조직시민행동과 직무만족에 미치는 영향" 한국비서학회 17 (17): 161-178, 2008

11 McCrae, R. R., "Updating Norman's “adequate taxonomy":Intelligence and personality dimensions in natural language and questionnaires" 49 : 710-721, 1985

12 Podsakoff, P. M., "Transformational Leader Behaviors and Their Effects on Followers' Trust in Leader, Satisfaction, and Organizational Citizenship Behaviors" 1 (1): 107-142, 1990

13 Allport, G. W., "Trait-Names: A psycho-lexical study" 47 (47): 1936

14 Selye, H., "The stress of life" McGraw-Hill 1956

15 Bakker, A. B., "The relationship between the big five personality factors and burnout : A study among volunteer counselors" 146 (146): 31-50, 2006

16 Beehr, T. A., "The current debate about the meaning of job stress" 8 (8): 5-18, 1987

17 Barrick, M. R., "The Personal characteristics inventory manual"

18 Barrick, M. . R., "The Big Five personality dimensions and job performance : A meta-analysis" 44 : 1-26, 1991

19 Yi, Y. J., "Testing Main Effects in Interactive Multiple Regression" 23 (23): 183-210, 1994

20 Ahn, C. K., "Standardization of the Korean Version of the Revised NEO Personality Inventory" 9 (9): 443-473, 1997

21 Costa, P. T. Jr., "Revised NEO Personality Inventory (NEO-PI-R) and NEO Five-Factor Inventory(NEO-FFI)" Psychological Assessment Resources 1992

22 Eatough, E. M., "Relationships of Role Stressors with Organizational Citizenship Behavior : A Meta-Analysis" 96 (96): 619-632, 2011

23 Barrick, M. R., "Relating member ability and personality to work-team processes and team effectiveness" 83 : 377-391, 1998

24 Borman, W. C., "Personnel selection" 48 : 299-337, 1997

25 Organ, D. W., "Personality, satisfaction, and organizational citizenship behavior" 135 (135): 339-350, 1995

26 Field, D., "Personality in Advanced old Age : Continuity or change" 46 (46): 299-308, 1991

27 Hurtz, G. M., "Personality and job performance : The big five revisited" 85 : 869-879, 2000

28 Cano-García, F. J., "Personality and contextual variables in teacher burnout" 38 (38): 929-940, 2005

29 Organ, D. W., "Personality and citizenship behavior in organizations" 291-314, 2004

30 Ilies, R., "Personality and citizenship behavior : The mediating role of job satisfaction" 94 (94): 945-959, 2009

31 Guilford, J. P., "Personality" McGraw-Hill Book Company 1959

32 Allport, G. W., "Personality" Holt 1937

33 Kahn, R. L., "Organizational stress: Studies in role conflict and ambiguity" wiley 1964

34 Ivancevich, J. M., "Organizational level stress management interventions : review and recommendations" 8 : 229-248, 1980

35 Organ, D. W., "Organizational citizenship behavior: The good soldier syndrome" Lexinton Books 1988

36 Smith, C. A., "Organizational citizenship behavior : Its nature and antecedents" 68 : 653-663, 1983

37 House, J. S., "Occupational stress and coronary heart disease: A review and theoretical integration" 12-27, 1974

38 Van de Ven, A. H., "Measuring and assessing organizations" Wiley 1980

39 Tate, R. L., "Limitations of Centering for interactive models" 13 (13): 251-271, 1984

40 Lee, J. G., "Job Stress of Blue-Color Workers in Small and Medium Sized Manufacturing Companies : Structural Relation among Job Stressors, Job Stress, and Organizational Performance" 6 (6): 97-122, 2001

41 Phares, E. J., "Introduction to personality" Charles E.Merrill 1984

42 Van Scotter, J. R., "Interpersonal facilitation and job dedication as separate facets of contextual performance" 81 : 525-531, 1996

43 Donovan, D. T., "Internal Benefits of serviceworker customer orientations : Job satisfaction, commitment and organizational citizenship behaviors" 68 : 128-146, 2004

44 Kahn, R. L., "Handbook of industrial and organizational psychology" Consulting Psychologists Press 1992

45 Berry, L. L., "Five Imperatives for Improving Serice Quality" (Summer) : 1990

46 Caplan, R. D., "Effects of work load, role ambiguity and type a personality on anxiety, depression and heart rate" 60 (60): 1975

47 Kim, M. J., "Effects of the Hotel Employee's Emotional Labor upon the Job-related Attitudes" 21 (21): 129-141, 1998

48 Lee, W. S., "Effect of the character type of the hotel bakery workers on the subjective performance of the company: With a center of control effect of a sense of self-efficacy and the job stress" Kyonggi University 2011

49 Park, J. S., "Changes of employment structure in the services industry and Job creation policy direction" 27-35, 2013

50 김해룡, "Big5성격이 조직시민행동에 미치는 영향 ; 자기효능감의 매개효과를 중심으로" 대한경영학회 26 (26): 1449-1474, 2013

51 Baron, R. A., "Behavior in organizations" Allyn and Bacon 1986

52 Park, H. Y., "A study on the job stressors and organizational effectiveness of flight attendants:focusing on the moderating and mediating effects of job stress" Kyonggi University 2005

53 Organ, D. W., "A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior" 48 (48): 775-802, 1995

54 Lee, C. M., "A Study on the Measurement of Job Stress" 4 (4): 241-262, 1988

55 Jeon, K. S., "A Study on Moderate Effects of Job Stress on the Relationships between R&D Organizational Culture and Job Attitudes" Kumoh National Institute of Technology 2009

56 Kim, J. J., "A Study on Job Satisfaction and Customer-Oriented Attitude of Employees Using a 5-Factor Model: Based on the Health care service employee" Soongsil University 2010