서비스 인카운터상에서 종업원 임파워먼트와 고객지향행동간의 관계에 관한 연구

A Study on Relationship Between Employee Empowerment on Service Encounter and Customer-Oriented Behaviors

&nbsp;&nbsp;Recognizing the importance of service employees&quot; role on service encounter, this study presented variables that could affect their job satisfaction, such as empowerment(meaning, competence, self-determination, impact), organizational identification, and self-esteem.<BR>&nbsp;&nbsp;The purposes of this study are to suggest empowerment as an important influential factor to recognize service employees&quot; organizational identification and self-esteem and consider relationship between them; to examine relationship among employees&quot; organizational identification, self-esteem, and job satisfaction; and to consider relationship between their job satisfaction and customer-oriented behaviors.<BR>&nbsp;&nbsp;According to the results of the test of this hypothesis, first, meaning and self-determination positively affected organizational identification while competence and impact had no positive effect on organizational identification. Second, competence, self-determination, and impact not meaning among empowerment factors affected self-esteem.<BR>&nbsp;&nbsp;Third, organizational identification and self-esteem positively affected job satisfaction, which then had a significantly positive effect on customer-oriented behaviors. The results of an further analysis showed that competence and self-determination among empowerment factors had no direct effect on job satisfaction. That is, it was found that organizational identification and self-esteem played a role as parameter. Finally, after determining whether the model in this study varied by two groups of employees with different service periods, there was shown to be no moderating effect.