서비스종업원의 교환관계인식이 역할내외적 행위수행에 미치는 영향

국문 초록 (Abstract)

그간 서비스 접점종업원의 경계적 위치와 역할의 중요성에 대해 많은 마케팅 연구가 있었다. 그리고 인사조직 변수 가운데 어떤 변수가 이들 종업원의 호의적인 태도와 행위를 끌어 낼 수 있는지에 대해서도 다양한 연구가 있었다. 본 연구는 호텔레스토랑 종업원의 심리적 임파워먼트와 서비스 행위를 그들이 서비스 작업환경에서 지각하는 교환관계 측면에서 설명한다. 이를 위해 서비스종업원이 작업환경에서 지각하는 세 가지 주요 교환관계—상사(LMX), 팀(TMX), 고객(CMX)—를 논의하고, 이들 교환관계들에 대한 종업원의 인식이 일차적으로 그들의 심리적 임파워먼트에 어떠한 영향을 미치며, 나아가 역할내외적 서비스행위수행에는 어떤 영향을 미치는지를 검토한다. 그리고 교환관계인식→심리적 임파워먼트→서비스행위수행의 관계에 대한 실증분석을 위해 호텔레스토랑 종업원, 상사, 서비스고객으로부터 자료를 활용하였다. 실증분석 결과, 종업원의 세 가지 인적교환관계는 심리적 임파워먼트에 직접적인 효과를 미칠 뿐만 아니라 그들의 서비스 행위에도 간접적인 효과가 있는 것으로 나타났다. 또한 종업원의 심리적 임파워먼트 수준은 서비스품질과 역할외 고객서비스에 직접적인 영향을 미치는 것으로 나타났다. 본 연구의 특징중 하나인 임파워먼트의 매개적 역할을 확인할 수 있었다. 그간의 선행변수와 달리 임파워먼트는 종업원의 교환관계변수 인식과 그들의 행위 결과를 연결해 주는 주요한 매개역할을 하고 있는 것으로 나타났다.

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