코칭 역량이 조직몰입과 직무만족 및 고객지향성에 미치는 영향 = The Effects of Coaching Competency on Organizational Commitment, Job Satisfaction and Customer Orientation

국문 초록 (Abstract)

본 연구는 코칭 역량이 조직몰입과 직무만족 및 고객지향성에 미치는 영향관계를 검증하는 데 그 목적이 있다. 연구목적을 달성하기 위하여 (사)한국코치협회의 인증코치(KAC) 이상의 자격을 갖춘 전문코치 203명을 대상으로 2023년 6월 10일부터 6월 24일까지 설문조사를 실시하였으며, 실증분석 결과는 다음과 같다. 연구 결과 자발적 행동과 정서적 인식 및 논리적 사고로서의 코칭 역량이 조직몰입과 직무만족에 유의적인 정(+)의 영향을 미치는 것으로 나타났다. 또한 조직몰입은 직무만족에 유의적인 정(+)의 영향을 미치는 것으로 분석되었으며, 나아가 직무만족은 고객지향성에 유의적인 정(+)의 영향을 미치는 것으로 나타났다. 그러나 조직몰입은 고객지향성에 유의적인 영향을 미치지 않는 것으로 분석되었다. 이러한 실증분석 결과 첫째, 조직몰입은 코칭 역량의 주요 요소인 자발적 행동, 정서적 인식, 그리고 논리적 사고와 밀접한 연관이 있음을 알 수 있다. 둘째, 조직 구성원은 조직에 대한 강한 연결성을 경험할 때 소속감, 목표 달성, 지속적 근무 등에 중점을 둔다고 할 수 있다. 셋째, 구성원 간의 인간관계 만족, 직무에 대한 성취감 등 전반적인 직무만족을 통해 고객지향성을 더욱 높일 수 있음을 알 수 있다. 따라서 기업은 고객의 욕구를 파악하고 고객이 원하는 서비스를 제공하고 나아가 고객의 욕구를 충족시키기 위해, 즉, 구성원의 고객지향성을 제고하기 위해 코칭 담당자의 코칭 역량을 강화함으로써 조직에 대한 헌신과 충성심을 더욱 증진하는 방향으로 전략을 수립할 필요가 있다.

다국어 초록 (Multilingual Abstract)

The purpose of this study is to empirically verify the influence of coaching competency on organizational commitment, job satisfaction and customer orientation. For the study, a survey was conducted from June 10 to June 24, 2023, on 203 professional coaches who were certified as Korea Association Coach (KAC) or higher by the Korea Coach Association. The results of the empirical analysis are as follows. As a result of the study, it was found that coaching competency (voluntary behavior, emotional perception, and logical thinking) had a significant positive (+) influence on organizational commitment and job satisfaction. In addition, it was analyzed that organizational commitment had a significant positive (+) effect on job satisfaction. Furthermore, it was found that job satisfaction had a significant positive (+) influence on customer orientation. However, it was found that organizational commitment did not significantly affect customer orientation. According to the results of empirical analysis, first, it can be confirmed that organizational commitment is closely related to voluntary behavior, emotional perception and logical thinking which are the main factors of coaching competency. Second, it can be said that organizational members focus on sense of belonging, achievement of goals, and continuous work when experiencing strong commitment and connectivity to the organization. Third, it was confirmed that customer orientation can be further enhanced through satisfaction with human relationships among members, a sense of accomplishment with work, and general job satisfaction. Therefore, in order to enhance the customer orientation of members, it is necessary to establish a strategy in the direction of further enhancing the commitment and loyalty to the organization by strengthening the coaching staff's coaching competency. In other words, companies need to further strengthen their coaches' capabilities to discover customer needs, provide services that customers want, and further satisfy customers' needs.

참고문헌 (Reference)

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