장애인복지관 종사자의 조직문화가 고객지향성에 미치는 영향: 구조적 임파워먼트와 심리적 자본의 매개효과 = A Study on the Impact of Organizational Culture of Workers at Welfare Centers for people with disabilities on Customer Orientation: The Mediating Effects of Structural Empowerment and Psychological Capital

국문 초록 (Abstract)

본 연구의 목적은 장애인복지관 종사자의 조직문화가 고객지향성에 미치는 영향에서 구조적 임파워먼트와 심리적자본의 매개효과를 확인하는 것이다. 이를 위해 전국 장애인복지관 종사자를 대상으로 설문조사를 실시하였으며, 최종적으로 830부를 연구분석에 활용하였다. 분석 결과, 첫째, 장애인복지관 종사자의 조직문화가 고객지향성에 정적인 영향을 미치는 것으로 나타났다. 둘째, 구조적 임파워먼트는 조직문화와 고객지향성 간에 부분매개효과가 있는 것으로 나타났다. 셋째 심리적 자본 역시 조직문화와 고객지향성 간에 부분매개효과가 있는 것으로 나타났다. 이러한 연구결과를 토대로 고객지향성을 향상시키기 위해서는 장애인복지관 특성에 적합한 조직문화의 조성을 통하여 그들의 구조적 임파워먼트와 심리적 자본을 극대화할 수 있는 방안을 마련할 필요가 있다.

다국어 초록 (Multilingual Abstract)

The purpose of this study is to identify the mediating effects of structural empowerment and psychological capital in the impact of the organizational culture of workers at welfare centers for persons with disabilities on customer orientation. For this, this study has conducted a survey on workers at welfare centers for people with disabilities nationwide and has selectively adopted 830 copies for research analysis. The analysis has produced a number of findings. First, the organizational culture of workers at welfare centers for people the disabilities has been found to have a positive effect on customer orientation. Second, structural empowerment has been found to have a partial mediating effect between organizational culture and customer orientation. Third, psychological capital has also been found to have a partial mediating effect between organizational culture and customer orientation. These research results have identified a need to prepare plans to maximize social workers' structural empowerment and psychological capital by building an organizational culture specifically suited to the characteristics of welfare centers for people with disabilities to be able to enhance customer orientation.

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