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NTIS 바로가기한국산학기술학회논문지 = Journal of the Korea Academia-Industrial cooperation Society, v.20 no.9, 2019년, pp.111 - 120
장선윤 (한국표준협회 서비스혁신팀) , 송지훈 (한양대학교 교육공학과) , 김수정 (한양대학교 한국교육문제연구소)
This study examined the mediating effects of perceived organizational support (POS) on the relationship between the person-job fit and job satisfaction of service workers. POS is divided into socioemotional POS and instrumental POS. To achieve the research purpose, a questionnaire survey was conduct...
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
적합성이란? | 적합성이란 관계를 맺는 대상과 잘 맞는다는 의미로, 균형과 질서를 이루면서 모순이 최소화된 상태를 의미한 다[13]. 적합성에 관한 연구는 개인-조직 적합성 (Person-Organization Fit), 개인-직무 적합성 (Person-Job Fit)이라는 두 개념을 중심으로 활발히 이 루어져 왔다[14]. | |
서비스 산업의 비중이 증가하는 이유는? | 기업에 적합한 인재를 확보하는 것은 조직의 성과와 직결되기 때문에 기업에서는 확보된 인적자원을 조직역 량 발현의 전략적 수단으로 활용하고 있다[1]. 현대 산업의 흐름이 제조업을 기반으로 한 공급자 중심에서 수요자 중심으로 변화하면서 서비스 산업의 비중이 증가하고 있고, 이에 따라 기업 성과의 기준 또한 새롭게 정의되고 있다. 서비스 기업에서의 성과는 고객 만족에 영향을 주는 서비스 품질에 의해 결정되고, 서비스 품질은 고객 접점에서 서비스를 제공하는 담당 직원에 의해 결정되므로, 최근 서비스 기업에서 인력 개발 및 관리의 중요성이 증 대되고 있다[2, 3]. | |
직무 적합성에 따른 스트레스, 성과 변화는 무엇인가? | 개인과 직무 적합성이 중요한 이유는 개인이 가진 가치와 이상을 실현시킬 수 있는 직무를 담당하게 되었을 때, 직무에 대해 긍정적인 태도를 갖게 되고, 결과적으로 기업의 성과에도 긍정적인 영향을 미치기 때문이다[6]. 연구자들은 개인에게는 본래 타고난 특성에 잘 맞는 환경과 일이 있고, 상호간의 적합 도가 높으면 스트레스는 낮아지고 성과는 높아지게 되는 반면, 적합도가 낮으면 스트레스가 높아지고, 담당 직무 를 넘어서 조직 생활 자체에 대한 불만족으로까지 이어 진다고 주장하였다[7]. 그러나 서비스 직무의 여건상 서비스 담당자는 자신의 감정을 드러내지 못하는 감정 노동을 수행하기 때문에, 고객 대면 시간이 길어질수록 스트레스가 높아져 개인뿐 아니라 서비스 품질에까지 부정적인 영향이 미치게 된다[8]. |
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