지각된 동료의 조직시민행동과 프렌드십이 직무성과에 미치는 영향 = The Effects of Organization Citizenship Behavior and Friendship between Colleagues on Job Performance -Focusing on Service Retailers-

국문 초록 (Abstract)

급변하는 경영환경속에서 고객응대 서비스업체의 종사자관리의 중요성은 더욱 가중되고 있다. 인적자원 기반의 서비스업의 경우에는 종사자의 직무역량에 의해 기업성과가 좌우되는 경우가 많기에 인적자원관리에 더욱 주목을 기울이게 된다. 이때, 종사자의 직무역량과 관련해 동료의 영향을 간과할 수 없다.지금까지 종사자의 행동에 의한 고객만족 및 서비스 품질 향상에 초점을 맞추었다면, 오히려 종사자의 행동에 의해 다른 종사자가 어떤 영향을 받는 지에 대해 살펴볼 필요성이 대두된다. 특히, 동료의 조직시민행동에 의한 영향과 동료와의 프렌드십 지각은 종사자의 직무만족 및 성과를 향상시킬 뿐만 아니라 이직의도를 떨어뜨려 조직유효성을 높이고, 개인 및 조직의 발전에 기여하게 될 것이다.
연구의 결과, 지각된 동료의 OCB는 부분적으로 직무만족 및 성과에 긍정적인 영향을 미칠 뿐만 아니라 이직의도를 낮출 수도 있는 것으로 확인되었다. 친애적이고 친사회적인 행동인 조직시민행동은 고객에게뿐만 아니라 동료에게도 긍정적인 영향을 미치는 것이라고 말할 수 있다. 또한, 동료와의 프렌드십을 높게 지각하면 할수록 직무만족을 향상시키고, 이직의도를 떨어뜨려 전체적으로 조직유효성을 증가시키는 것으로 나타났다. 결론적으로, 동료와의 관계 및 동료의 행동적 영향은 종사자들의 직무역량을 향상시키고 조직성과를 증대시키는 주요한 요인이라고 말할 수 있다.본 연구는 참여를 통해 일어나는 감정적 반응인 즐거움을 통해 조합원과 생활협동조합의 조직성과와의 구조적 관계를 매력성, 지속적 정보탐색 및 호혜성이라는 매개변수를 통해 검증하고자 한다.

다국어 초록 (Multilingual Abstract)

In an extremely competitive market, companies should focus on managing employees, especially who are working in a customer service. In the case of human-based service companies, they have to pay much attention to HRM(human resource management) because their performances are depending on the employees' job abilities. At this point, we do not overlook the effects of colleagues related to employees' job abilities. In fact, we really need to examine the paths relationships among employees who can impact on each other, although a lot of previous researches have been involved in the customer satisfaction or service quality triggered by employees. We have more interest in the effects of OCB(organizational citizenship behavior) and friendship between employees, which contribute to the development of a person or an organization. Perceived OCB and friendship between employees could improve job satisfaction and job performance, as well as could reduce turnover intention.
As results, perceived OCB can improve not only job satisfaction but also job performance, and can lower turnover intention empirically. These fingings mean that OCB has positive influences on the co-workers also beyond customers. Additionally, friendship with colleagues can also have positive effects on job satisfaction and have negative effects on turnover intention like perceived OCB. Conclusively, the relationship with colleagues and the behavioral effects of co-workers could be the most important elements to develop and manage for personal job abilities and organizational business performance.

목차 (Table of Contents)

• 국문초록
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구가설
• Ⅳ. 연구방법
• Ⅴ. 연구결과 및 논의
• 참고문헌

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