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SCOPUS 학술저널

여성중간관리자의 리더십유형에 따른 유통기업의 서비스 성과에 관한 연구

A study on service performance of retail companies by leadership type of female middle managers

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본 연구는 백화점 직원을 대상으로 첫째, 여성중간관리자의 어떠한 유형의 리더십이 직원의 서비스 성과에 더 영향을 미치는지, 둘째, 독립변수와 종속변수 간에 조직특성과 개인특성에 따라 조절효과를 탐색하였다. 독립변수인 여성중간관리자의 리더십 유형을 변혁적 리더십과 거래적 리더십으로 나누고 변혁적 리더십 내용으로는 비전을 포함한 카리스마, 개별적 배려, 지적 자극을 포함하고, 거래적 리더십 내용으로는 상황적 보상과 예외에 의한 관리를 포함한다. 종속변수는 직무성과로서 업무처리의 정확성과 신속성(전문성), 예절성, 대응성, 정보전달력 등 백화점의 인적 서비스 질과 매출과 비용의 목표달성으로 한정하였다. 조절변수로는 조직특성으로 기업의 역사(업력)와 규모(종사원의 수)를 선정하고, 개인특성으로 사회적 경험(연령)과 직무경력(근속년수)를 포함하여 조절효과를 탐색하였다.

This study analyzed the impact of leadership of female middle managers at department stores on performance of employees. Firstly the study investigated what type of leadership would impact more on the performance, and examined which attributes, organizational or personal, would have more control over the impact. For the analysis, types of leadership of female middle managers were taken as an independent variable, while performance of employees of department stores as a dependent variables. The types of leadership were divided into reformatory leadership and transactional leadership. The reformatory leadership included charisma with vision, care for individuals, stimulus on intelligence, and so on. The transactional leadership included situational compensation and management by exceptions. Performance of employees was limited to achievement of sales/cost goals and service quality of employees at department stores. Especially, service quality was evaluated by considering the factors related to daily operation such as accuracy, promptness, specialty, politeness, responsiveness, capability to deliver information, etc. As controlling variables, organizational attributed by history and size (the number of employees) of the company, and personal attributes by social experience (age) and business experience (tenure at the company). For the study, a survey was conducted for the employees of 12 department stores located Seoul and Kyunggi area for 3weeks from October12th, 2009 to November 1st, 2009. The survey questionnaire was explained to executives or HR managers of the department stores, and was distributed and collected by them. The survey was subject only to employees of the department stores who had female middle manage as a direct supervisor by understanding how many female middle managers were working at the department store before the distribution of the survey. The results of this study are as followings: First, the reformatory leadership was the leadership t

국문초록

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

Abstract

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