[논문]직원경험 요인 파악 및 직무 만족도에 끼치는 영향력 분석

이주현; 이소현; 김희웅

doi:10.14329/isr.2023.25.2.181

[국내논문] 직원경험 요인 파악 및 직무 만족도에 끼치는 영향력 분석
Identification of Employee Experience Factors and Their Influence on Job Satisfaction 원문보기

경영정보학연구 = Information systems review, v.25 no.2, 2023년, pp.181 - 203

이주현 (연세대학교 정보대학원) , 이소현 (경기대학교 산업경영정보공학과) , 김희웅 (연세대학교 정보대학원)

초록
AI-Helper

기존에 우수한 인재를 유치하기 위한 기업들의 경쟁이 심화됨에 따라, 직원들의 직무 만족도 관리가 중요해지고 있다. 이에 많은 기업의 관리자들은 직원들의 일상적인 경험과 고충을 파악하여 직무만족도를 개선하기 위해 투자하고 있다. 그러나 직원 경험에 대한 충분한 이해의 부족으로 관리자들의 투자는 효과를 보지 못하고 있다. 본 논문은 전 세계적으로 가장 큰 직장인 커뮤니티인 글래스도어의 직원 리뷰와 기업 평점을 활용하여 직원 경험의 세부 요인들과 직무 만족도 간 관계를 조사한다. 이때 K-평균 군집화, Sentiment LDA Topic Modeling 등 텍스트 마이닝 기법을 활용하여 직급에 따른 주요 경험을 추출하고, DistilBERT 감성 분석을 통해 각 직원경험 요인의 감성점수를 측정한다. 이후 도출된 직원 경험 요인과 감성 점수를 계량적으로 분석하여 각 직원 경험 요인과 직무 만족도 간의 관계를 파악한다. 그 결과, 조직 관리자와 일반 직원의 직장 내 경험에는 상당한 차이가 있는 것으로 발견되었다. 또한 고객관계, 자율성 등은 관리자의 만족도에 영향을 미치지 않는 등, 직무 만족도에 영향을 미치는 직원경험 역시 직급 간 상이했다. 본 연구는 직업적응이론을 기반으로 텍스트 마이닝과 계량 모델링 방법을 이용하여 직원경험의 주요 요인을 확인하고 이를 검증함으로써 관련 연구분야의 문헌을 확장한다. 더불어, 본 연구결과는 직원들의 직무 만족도 개선을 위한 인사관리 전략에 활용될 수 있으며, 궁극적으로는 기업의 생산성을 개선할 것으로 기대한다.

Abstract ▼ AI-Helper

With the fierce competition of companies for the attraction of outstanding individuals, job satisfaction of employees has been of importance. In this circumstance, many companies try to invest in job satisfaction improvement by finding employees' everyday experiences and difficulties. However, due to a lack of understanding of the employee experience, their investments are not paying off. This study examined the relationship between employee experience and job satisfaction using employee reviews and company ratings from Glassdoor, one of the largest employee communities worldwide. We use text mining techniques such as K-means clustering and LDA topic-based sentiment analysis to extract key experience factors by job level, and DistilBERT sentiment analysis to measure the sentiment score of each employee experience factor. The drawn employee experience factors and each sentiment score were analyzed quantitatively, and thereby relations between each employee experience factor and job satisfaction were analyzed. As a result, this study found that there is a significant difference between the workplace experiences of managers and general employees. In addition, employee experiences that affect job satisfaction also differed between positions, such as customer relationship and autonomy, which did not affect the satisfaction of managers. This study used text mining and quantitative modeling method based on theory of work adjustment so as to find and verify main factors of employee experience, and thus expanded research literature. In addition, the results of this study are applicable to the personnel management strategy for improving employees' job satisfaction, and are expected to improve corporate productivity ultimately.

Keyword

참고문헌 (61)

고건우, 조현진, 이건창, "근로자들의 이직 의도에 영향을 주는 요인에 관한 실증연구: 공공데이터베이스와 의사결정나무 기법을 중심으로", 경영정보학연구, 제22권, 제4호, 2020, pp.？41-58.
박상민, 나철원, 최민성, 이다희, 온병원,？"Bi-LSTM 기반의 한국어 감성사전 구축 방안", 지능정보연구, 제24권, 제4호, 2018, pp.？219-240.
서예은, 이상용, "감성분석을 이용한 온라인？체험 내 비정형데이터의 주관도가 고객만족에？미치는 영향 분석", 경영정보학연구, 제25권,？제1호, 2023, pp. 233-255.
이민정, "고객만족도, 직원만족도와 핵심성과？지표달성도를 이용한 공공서비스 품질개선전략 수립에 대한 사례연구", 경영정보학연구,？제13권, 제3호, 2011, pp. 83-97.
Agarwal, R. N. and P. Dewan, "A study on the？relationship of employee satisfaction VIZ-A-VIZ？attitude and perception of the employees towards？the organization", International Journal of？Information, Business and Management, Vol.8,？No.1, 2016, p. 67.
Alamsyah, A. and D. M. Ginting, "Analyzing？employee voice using real-time feedback", In？2018 4th International Conference on Science？and Technology (ICST), IEEE, 2018, pp. 1-6
Amemiya, T., "Tobit models: A survey", Journal？of Econometrics, Vol.24, No.1-2, 1984, pp. 3-61.

상세보기
Aspelund, A., O. Bjorgum, and E. A. Saether, "Entering a brave new world: Market entry assessments into a born global industry", In Advanced？perspectives on global industry transitions and？business opportunities, IGI Global, 2021, pp.？111-134.
Bower, T., "Why employee experience initiatives？fall short", Harvard Business Review, Vol.98,？No.4, 2020, pp. 15-18.
Boyce, C. and P. Neale, Conducting In-Depth？Interviews: A Guide for Designing and Conducting In-Depth Interviews for Evaluation Input (Vol.？2). Pathfinder International Watertown, MA.,？2006.
Branham, L., The 7 Hidden Reasons Employees？Leave: How to Recognize the Subtle Signs and？Act Before It's too Late, Amacom Books, 2012.
Cardon, M. S. and P. C. Patel, "Is stress worth？it? Stress-related health and wealth trade-offs for？entrepreneurs", Applied Psychology, Vol.64,？No.2, 2015, pp. 379-420.
Chakraborty, I., M. Kim, and K. Sudhir, "Attribute？sentiment scoring with online text reviews:？Accounting for language structure and missing？attributes", Journal of Marketing Research,？Vol.59, No.3, 2022, pp. 600-622.
Chinazzo, G., "Investigating the indoor environmental quality of different workplaces through？web- scraping and text-mining of Glassdoor reviews", Building Research & Information, Vol.49,？No.6, 2021, pp. 695-713.

상세보기
Davies, D. L. and D. W. Bouldin, "A cluster？separation measure", IEEE Transactions on？Pattern Analysis and Machine Intelligence, Vol.2,？1979, pp. 224-227.
Dawis, R. V. and L. H. Lofquist, "A psychological？theory of work adjustment: An individual-differences model and its applications", University of？Minnesota press, 1984.
DeMaio, T. J., "Social desirability and survey",？Surveying Subjective Phenomena, Vol. 2, 1984,？p. 257.
Eddleston, K. A., D. L. Kidder, and B. E. Litzky,？"Who's the boss? Contending with competing？expectations from customers and management",？Academy of Management Perspectives, Vol.16,？No.4, 2002, pp. 85-95.
Eggerth, D. E., "From theory of work adjustment？to person-environment correspondence counseling: Vocational psychology as positive psychology", Journal of career assessment, Vol.16, No.1,？2008, pp. 60-74.

상세보기
El Ouirdi, A., M. El Ouirdi, J. Segers, and E.？Henderickx, "Employees' use of social media？technologies: A methodological and thematic review", Behaviour & Information Technology,？Vol.34, No.5, 2015, pp. 454-464.

상세보기
George, H. and B. Dimitrios, "The influence of？stress and satisfaction on productivity", International Journal of Productivity and Performance？Management, Vol.59, No.5, 2010, pp. 415-431
Ghani, B. and M. A. R. Malik, "Social media？and employee voice: A comprehensive literature？review", Behaviour & Information Technology,？2022, pp. 1-21.
Glassdoor, "Ratings on Glassdoor", 2023,？Available at: https://help.glassdoor.com/s/article/Ratings-on-Glassdoor?languageen_US.
Granot, E., T. G. Brashear, and P. Cesar Motta,？"A structural guide to in-depth interviewing in？business and industrial marketing research",？Journal of Business & Industrial Marketing,？Vol.27, No.7, 2012, pp. 547-553.

상세보기
Hackman, J. R. and G. R. Oldham, "Motivation？through the design of work: Test of a theory",？Organizational Behavior and Human Performance, Vol.16, No.2, 1976, pp. 250-279.

상세보기
Harter, J., "US Employee Engagement Slump？Continues", Gallup, 2022, Available at: https://www.gallup.com/workplace/391922/employee-engagement-slump-continues.aspx.
Kim, D., J. Kang, and J. I. Lim, "Comparative？analysis of job satisfaction factors, using LDA？topic modeling by industries: The case study of？job planet reviews", Journal of Information？Technology Services, Vol.15, No.3, 2016, pp.？157-171.
Kim, H. and R. Leach, "The role of digitally-enabled employee voice in fostering positive change？and affective commitment in centralized organizations", Communication Monographs, Vol. 87,？No.4, 2020, pp. 425-444.

상세보기
Kumar Madupalli, R. and A. Poddar, "Problematic？customers and customer service employee retaliation", Journal of Services Marketing, Vol.28,？No.3, 2014, pp. 244-255.

상세보기
Labille, K., S. Alfarhood, and S. Gauch, "Estimating sentiment via probability and information？theory", KDIR, 2016, pp. 121-129.
Lesser, E., J. Mertens, M. Barrientos, and M.？Singer, "Designing employee experience: How？a unifying approach can enhance engagement and？productivity", IBM Institute for Business Value,？2016.
Li, F., M. Huang, and X. Zhu, "Sentiment analysis？with global topics and local dependency", In？Proceedings of the AAAI Conference on Artificial？Intelligence, Vol.24, No.1, 2010, pp. 1371-1376.
Malik, A., P. Budhwar, H. Mohan, and S. NR,？experience-the missing link for engaging employees: Insights from an MNE's AI-based HR ecosystem", Human Resource Management, Vol.62,？No.1, 2023, pp. 97-115.
Martin, L. A. and S. L. Fraser, "Customer service？orientation in managerial and non-managerial employees: An exploratory study", Journal of？Business and Psychology, Vol.16, 2002, pp.？477-484.

상세보기
Meret, C., S. Fioravanti, M. Iannotta, and M.？Gatti, "The digital employee experience: Discovering generation Z", Digital Technology and Organizational Change: Reshaping Technology,？People, and Organizations Towards a Global？Society, 2018, pp. 241-256.
Morgan, J., "3 Things to know about employee？experience", 2017a, Available at: https://www.shrm.org/hr-today/news/hr-magazine/0317/pages/3-things-to-know-about-employee-experience-.aspx.
Morgan, J., The Employee Experience Advantage: How to Win the Aar for Talent by Giving？Employees the Workspaces They Want, the Tools？They Need, and A Culture They Can Celebrate.？John Wiley & Sons, 2017b.
Morris, B. and R. Johnston, "Dealing with inherent？variability: The difference between manufacturing and service?", International Journal of？Operations & Production Management, 1987.
Nealon, S., "Most U.S. Workers Say Employee？Experience Directly Impacts Customer Service,？According to New Eagle Hill Consulting National？Employee Survey", Eagle Hill, 2021.
Olston, C. and M. Najork, "Web crawling",？Foundations and Trends® in Information？Retrieval, Vol.4, No.3, 2010, pp. 175-246.
Ouirdi, M. E., A. El Ouirdi, J., Segers, and E.？Henderickx, "Social media conceptualization and？taxonomy: A Lasswellian framework", Journal？of Creative Communications, Vol.9, No.2, 2014,？pp. 107-126.

상세보기
Park, H. and K. Lee, "Pattern Recognition and？Machine Learning from Basic to Application",？Leehan Pub, 2011.
Peterson, R. A. and J. E. Cavanaugh, "Ordered？quantile normalization: A semiparametric transformation built for the cross-validation era",？Journal of Applied Statistics, 2019.
Pine, I. I. B. and J. Gilmore, "The experience？economy, with a new preface by the authors:？Competing for customer time, attention, and money", Harvard Business Press, 2019.
Plaskoff, J., "Employee experience: the new human resource management approach", Strategic？HR Review, Vol.16, No.3, 2017, pp. 136-141.
Rousseeuw, P. J., "Silhouettes: A graphical aid？to the interpretation and validation of cluster analysis", Journal of Computational and Applied？Mathematics, Vol.20, 1987, pp. 53-65.

상세보기
Rubel, M. R. B. and D. M. H. Kee, "Quality？of work life and employee performance:？Antecedent and outcome of job satisfaction in？Partial Least Square (PLS)", World Applied？Sciences Journal, Vol.31, No.4, 2014, pp.？456-467.
Sanh, V., L. Debut, J. Chaumond, and T. Wolf,？"DistilBERT, a distilled version of BERT:？Smaller, faster, cheaper and lighter", 2019, arXiv？preprint arXiv:1910.01108.
Savery, L. K., "Comparison of Managerial and？non-managerial employees' desired and perceived motivators and job satisfaction levels",？Leadership & Organization Development Journal,？Vol.9, No.1, 1988, pp. 17-22.

상세보기
Shenoy, V. and R. Uchil, "Influence of cultural？environment factors in creating employee experience and its impact on employee engagement:？An employee perspective", International Journal？of Business Insights & Transformation, Vol.11,？No.2, 2018. pp. 18-23.
The Global Recruiter, "Employee Quits up 31.2？per cent says report", 2011, Available at"？https://www.theglobalrecruiter.com/employee-quits-up-31-2-per-cent-says-report/.
Twaronite, K., "A global survey on the ambiguous？state of employee trust", Harvard Business？Review, Vol.152, 2016, pp. 1531-1545.
ul Haque, A., J. Aston, and E. Kozlovski, "The？impact of Stressors on organizational commitment？of managerial and non-managerial personnel in？contrasting economies: Evidences from Canada？and Pakistan", International Journal of Business,？Vol.23, No.2, 2018, pp. 166-182.
US Bureau of Economic Analysis, "Value added？by Industry as a Percentage of Gross Domestic？Product", 2022, Available at: https://apps.bea.gov/iTable/?reqid150&step2&isuri1&categoriesgdpxind#eyJhcHBpZCI6MTUwLCJzdGVwcyI6WzEsMiwzXSwiZGF0YSI6W1siY2F0ZWdvcmllcyIsIkdkcHhJbmQiXSxbIlRhYmxlX0xpc3QiLCI1Il1dfQ.
US Bureau of Labor Statistics, Occupational？Outlook Handbook, 2022, Available at: https://www.bls.gov/ooh/management/home.htm.
US Department of Labor, "O* NET 98 Viewer？User's Guide for Version 1.0", In: Government？Printing Office Washington, DC, 1998.
Walsh, B. and E. Volini, "Rewriting the rules？for the digital age: 2017 Deloitte global human？capital trends", 2017, Available at: https://www2.deloitte.com/content/dam/Deloitte/global/Documents/HumanCapital/hc-2017-global-human-capital-trends-gx.pdf.
Willis Towers Watson, "2021 Employee Experience？Survey Highlights of key findings", 2021, Available？at: https://www.wtwco.com/en-ID/Insights/2021/07/2021-employee-experience-survey.
Yadav, M. and N. S. Vihari, "Employee experience: Construct clarification, conceptualization？and validation of a new scale", FIIB Business Review, 2021, 23197145211012501.
Yeung, R. C. and M. A. Fernandes, "Machine？learning to detect invalid text responses: Validation and comparison to existing detection methods", Behavior Research Methods, 2022, pp. 1-16.
Yucel, I., "Examining the relationships among？job satisfaction, organizational commitment, and？turnover intention: An empirical study", International Journal of Business and Management,？Vol.7, No.20, 2012, pp. 44-58.

저자의 다른 논문 :

활용도 분석정보

상세보기

다운로드

내보내기

활용도 Top5 논문

해당 논문의 주제분야에서 활용도가 높은 상위 5개 콘텐츠를 보여줍니다.
더보기 버튼을 클릭하시면 더 많은 관련자료를 살펴볼 수 있습니다.

표제어: PCR

동의어: Packet Collision Rate

용어 설명 출처 목록 (6)

용어 설명: PCR은 세균 특이성이 있는 primer를 이용하여 적은 수의 세균이 있을지라도 쉽게 검출할 수 있는 유용한 방법이며, 이를 이용하여 구강 내 치면세균막이나 타액에서 직접 세균을 검출할 수 있게 되었다[8].

내보내기 구분	파일저장 인쇄 메일전송
구성항목	기본정보 상세정보 관리번호, 논문명, 저널/프로시딩명, 저자 , 발행년, 권, 호, 시작페이지, 끝페이지, 발행기관 관리번호, 논문명, 대등논문명, 저자 , 저널/프로시딩명, 발행기관, 발행년, 발행언어, 권, 호, 시작페이지, 끝페이지, ISBN, ISSN, 주제분야, 키워드, 초록(한글), 초록(영문), 저자(소속기관)
저장형식	Text(ASCII format) Excel format RefWorks Direct Export RIS format (for Reference Manager, ProCite, EndNote), Scholar's Aids, Mendeley
메일정보	받는사람 (필수) @ 보내는사람 (선택) @ 제목 내용 KISTI 검색결과 이메일 서비스
안내	총 건의 자료가 검색되었습니다. 다운받으실 자료의 인덱스를 입력하세요. (1-10,000) 검색결과의 순서대로 최대 10,000건 까지 다운로드가 가능합니다. 데이타가 많을 경우 속도가 느려질 수 있습니다.(최대 2~3분 소요) 다운로드 파일은 UTF-8 형태로 저장됩니다. 파일의 내용이 제대로 보이지 않을실 때는 웹브라우저 상단의 보기 -> 인코딩 -> 자동선택 여부를 확인하십시오. ~ Text(ASCII format) Excel format

연합인증