발언행동의 개념적 검토와 분석 = Review and Conceptual Analysis of Employee Voice Behavior

국문 초록 (Abstract)

발언행동(voice behavior)은 조직의 현상에 대한 구성원들의 도전적 의견을 총칭한다는 점에서 일종의 포괄적인 개념에 해당한다. 포괄적 개념으로서 발언행동에 대한 기존 연구자들의 접근은 크게 두 가지로 요약할 수 있다. 발언을 조직의 다양한 문제들에 대하여 구성원들이 가지고 있는 불만에 대한 대응방안으로 바라보는 관점과 새로운 아이디어나 제안을 통해 조직의 발전을 도모하는 행동으로 바라보는 관점이 그것이다. 아울러, 이러한 두 접근을 바탕으로 최근에는 발언행동의 동기나 의도 혹은 기능에 기반하여 발언행동의 유형을 구분하고자 하는 논의도 진행되어 왔다. 그러나 이러한 노력과 시도를 통해 발언행동에 대한 이해가 높아진 것과 동시에 개념적 혼란이 증폭되고 있는 것도 사실이다. 본 연구는 발언행동 개념에 대한 기존의 문헌을 검토, 분석하여 발언행동의 본질적 특성을 논의하고 개념의 재정립을 시도한다. 구체적으로, 발언행동이 내포해야 할 중요한 본질적 특성으로 발언의 조직기능과의 관련성 및 도전적 속성을 제안하고, 이러한 개념적 정의에 기반하여 고유의 특성을 지닌 발언행동들을 체계적으로 분류할 수 있는 하나의 틀을 제시한다. 먼저, 발언의 조직기능과의 관련성은 선행연구의 이론적 논의를 종합하여 조직의 기능적인 측면들에 대해 제안이나 아이디어 제시에 초점을 두고 있는 촉진적 특성과 문제를 알리고 진행을 막기 위한 차단적 특성으로 구분하였다. 도전적 속성은 발언이 조직 구성원들 간에 주고받는 커뮤니케이션이라는 점에 주목하여, 자신이 가지고 있는 고유의 도전적 의견을 제시하는 주도적 도전과 다른 사람의 의견에 소신껏 이의를 제기하거나 지지의사를 밝히는 반응적 도전으로 구분하였다. 이러한 구체적 기준의 조합을 통해, 발언의 유형을 촉진적/주도적, 촉진적/ 반응적, 차단적/주도적, 차단적/반응적으로 분류하였으며, 각각의 개념적 특징을 반영하여 제안중심 발언(suggestion-focused voice), 문제중심 발언(problem-focused voice), 지원적 발언(supportive voice), 반대 발언(dissenting voice)으로 명명하였다. 이러한 제안에 기초하여 시사점을 논하고 향후 연구과제 및 방향에 대해 제언한다.

다국어 초록 (Multilingual Abstract)

Scholarly interest in employee voice behavior has increased in recent years. Many developments have been made in this line of research, which has enhanced our understanding of employee voice behavior. However, this has also resulted in increased confusion about the concept of voice behavior. On the one hand, researchers attempted to conceptualize and classify employee voice behavior based on its motive, intention, or function. On the other hand, researchers have rarely conceptualized and classified voice behavior with a focus on its behavioral contents, which we suggest are the essential characteristics of voice behavior. Since the intention and motive of voice behavior cannot be observed, the observer’s interpretation and attribution may cause conceptual confusion about voice behavior. In addition, the conceptual definition and classification based on the function of voice behavior causes a problem of subjective evaluation by the person who receives the voice. Therefore, we review the extant research on voice behavior and attempt to improve the conceptualization of employee voice behavior by focusing on its behavioral components. We propose that the behavioral contents of voice behavior should contain challenging opinions on the functional aspects of the organization. Furthermore, we divide its challenging attributes into the initiative/reactive dimension and the attributes related to organizational functions into the promotive/prohibitive dimension. Positioning the initiative/reactive and the promotive/prohibitive dimensions in a two-by-two matrix enables systematic classification of employee voice behavior by dividing the voice domain into four quadrants. Specifically, the proposed classification framework helps identify 4 different types of voice behavior: suggestion-focused voice (the initiative/ promotive dimension), problem-focused voice (the initiative/prohibitive dimension), supportive voice (the reactive/promotive dimension), and dissenting voice (the reactive/prohibitive dimension). Implications are discussed, and future research directions are recommended.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 발언행동의 개념적 이해와 과제
• Ⅲ. 발언행동의 개념 재정립을 위한 방안
• Ⅳ. 발언행동의 후속 연구 제안

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