서비스 종업원의 심리적 임파워먼트와 직무만족 및 고객지향성간의 관계에 관한 연구

Relationship Between Employee Empowerment, Job Satisfaction and Customer-Oriented Behavior

This article is to suggest psychological empowerment as an influential factor to recognize service employees’ organizational identification and self-esteem and consider relationship between them; to examine relationship among employees’ organizational identification, self-esteem, and job satisfaction; and to consider relationship between their job satisfaction and customer-oriented behaviors. According to the results, meaning and self-determination positively affected organizational identification while competence and impact had no positive effect on organizational identification. Second, meaning, competence, self-determination, and impact affected self-esteem. Finally meaning and self-determination positively affected emotional attachment. Fourth, emotional attachment and self-esteem positively affected job satisfaction, which then had a significantly positive effect on customer-orientation.