Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지
DOI QR코드

DOI QR Code

Mediating Effect of Trust in Supervisor on the Relationships Between Self-Leadership and Service Quality

셀프리더십이 서비스품질에 미치는 영향에 대한 상사신뢰의 매개효과 검증

  • Son, Eun-Il (Dept. of Business Administration, International University of Korea) ;
  • Song, Jung-Su (Dept. of Business Administration, International University of Korea) ;
  • Koh, Hyung-Il (Dept. of Industrial Engineering, University of Ulsan)
  • 손은일 (한국국제대학교 경영학과) ;
  • 송정수 (한국국제대학교 경영학과) ;
  • 고형일 (울산대학교 산업경영공학부)
  • Received : 2011.04.27
  • Accepted : 2011.06.09
  • Published : 2011.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study verifies: the relationships between self-leadership and service quality, and mediator effect of the trust in supervisor. In order to verify the relationships and mediator effect, data obtained from 572 workers engaged in medical institutions at Ulsan Metropolitan City were analyzed by using SPSS 12.0, AMOS 5.0. The findings are as follows: First, the relationships between self-leadership and trust in supervisor is positively related. Second, there was also a positive correlation between the trust in supervisor and service quality. Third, the relationships between self-leadership and service quality is positively related. Finally, the trust in supervisor played as a partial mediator on the relationship between self-leadership and service quality. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

Keywords

References

  1. 김영형(2010), "셀프리더십, R&D 조직문화와 조직성과 간의 관련성에 관한 연구 : 신뢰의 매개효과 중심으로," 금오공과대학교 박사학위논문.
  2. 박성연(2000), "종업원의 직무만족과 조직의 서비스지 향성이 종업원의 서비스지향성에 미치는 영향에 관한 연구," 한국마케팅저널, 제2권, 제1호, pp. 99-117.
  3. 박종오, 황용철(2007), "서비스상황요인이 서비스품질, 서비스가치, 고객만족과 재구매 의도에 미치는 영향," 서비스경영학회지, 제8권, 제1호, pp. 79-110.
  4. 서문식, 오창호, 전홍대(2006), "호텔서비스 제공자의 셀프리더십이 서비스회복과 직무만족 및 서비스품질에 미치는 영향," 경영연구, 제21권, 제2호, pp. 201-231.
  5. 안관영, 김계석(2006), "조직공정성과 서비스품질의 관계에 있어 상급자 신뢰의 매개효과," 산업경영시스템학회지, 제29권, 제2호, pp. 67-74.
  6. 유시정, 김영택, 양태식(2008), "행정서비스조직의 서 번트리더십이 구성원의 자기효능감, 신뢰 및 서비스품질에 미치는 영향," 한국서비스경영학회 춘계 학술발표대회, pp. 177-195.
  7. 윤만희(2000), "서비스 접점종업원 지원이 고객의 서비스품질 평가에 미치는 영향," 경영학연구, 제29권, 제2호, pp. 65-83.
  8. 이진규, 박지환(2003), "부하가 인지한 상사의 변혁적. 거래적 리더십과 성과간 신뢰 및 가치일치의 매개효과 검증," 경영학연구, 제32권, 제4호, pp. 925-954.
  9. 장형욱, 강찬호(2007), "학습의 즐거움과 셀프리더십이 고객지향성에 미치는 영향 : 소믈리에 교육을 중심으로," 한국서비스경영학회 추계 학술발표대회, pp. 275-289
  10. 조선배(2006), "보상에 공정성 지각이 상사 및 조직에 대한 신뢰 및 서비스 품질지각에 미치는 영향에 관한 연구: 서울 특1등급 관광호텔 레스토랑 종사자를 중심으로," 관광연구저널, 제20권, 제2호, pp. 279-291.
  11. 최연(2001), "셀프리더십," 산업기술, 제12권, pp. 917-930.
  12. 홍세길(2004), "참여적 작업시스템이 근로자태도에 미치는 영향에 관한 연구: 경영자신뢰, 내재적 보상, 엠파워먼트를 매개변인으로," 경희대학교 박사학위논문.
  13. Bateson, J.E.G.(1985), "Self-Service Consumer: An Exploratory Study," Journal of Retailing, Vol. 61, No. 3, pp. 49-76.
  14. Bligh, M. C., Pearce, C. L., and Kohles, J. C.(2006), "The importance of self-and shared leadership in team based knowledge work," Journal of Managerial Psychology, Vol. 21, No. 4, pp. 296-318. https://doi.org/10.1108/02683940610663105
  15. Cronin, J. J. Jr. and Taylor, S. A.(1992), "Measuring service quality: A reexamination and extension," Journal of Marketing, Vol. 56, No. 3, pp. 55-68. https://doi.org/10.2307/1252296
  16. Dolbier, C. L., Soderstrom, M., and Steinhardt, M. A.(2001), "The relationships between self-leadership and enhanced psychological, health, and work outcomes," Journal of Psychology, Vol. 135, No. 5, pp. 469-475. https://doi.org/10.1080/00223980109603713
  17. Hallowell, R. L., Schlesinger, L. A., and Zornitsky, J.(1996), "Internal service quality, customer and job satisfaction: Linkages and implications for man agement," Human Resource Planning, Vol. 19, No. 2, pp. 206-231.
  18. Hollander, E. P. and Offermann, L. R.(1990). "Power and leadership in organizations: Relationships in transition," American Psychologist, Vol. 45, pp. 179-189. https://doi.org/10.1037/0003-066X.45.2.179
  19. Konovsky, M. A. and Pugh, S. D.(1994), "Citizenship behavior and social exchange," Academy of Management Journal, Vol. 37, No. 3, pp. 656-669. https://doi.org/10.2307/256704
  20. Kouzes, J. M. and Posner, B. Z.(1987), The leadership challenge: How to get extraordinary things done in organizations, San Francisco: Jossey-Bass.
  21. Manz, C. C.(1983), The Art of Self-Leadership: Strategies for Personal Effectiveness in your Life and work, Englewood Cliffs, NJ: Prentice-Hall.
  22. Manz, C. C.(1986), "Self-leadership: toward an expanded theory of self-influence processes in organizations," Academy of Management Review, Vol. 11, pp. 585-600.
  23. Neck, C. P. and Houghton, J. D.(2006), "Two decades of self-leadership theory and research," Journal of Managerial Psychology, Vol. 21, No. 4, pp. 270-295. https://doi.org/10.1108/02683940610663097
  24. Organ, D. W.(1990), "The motivational basis of organizational citizenship behavior," in Staw, B. M. and Cummings, L. L.(Eds.), Research in Organiz ational Behavior, Greenwich, CT: JAI Press.
  25. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), "A conceptual model of service quality and its implications for future research:," Journal of Marketing, Vol. 49, No. 4, pp. 41-50. https://doi.org/10.2307/1251430
  26. Podsakoff, P. M., Mackenzie, S. B., Moorman, R. H., and Fetter, R.(1990), "Transformational Leader Behaviors and Their Effects on Followers' Trust in Leader, Satisfaction, and Organizational Citize nship Behaviors," Leadership Quarterly, Vol. 1, No. 2, pp. 107-112. https://doi.org/10.1016/1048-9843(90)90009-7
  27. Podsakoff, P. M., MacKenzie, S. B., and Bommer, W. H.(1996), "Transformational leader behaviors and substitutes for leadership as determinants of employee satisfaction, commitment, trust, and organizational citizenship behaviors," Journal of Management, Vol. 22, No. 2, pp. 259-298.
  28. Prussia, G. E., Anderson, J. S., and Manz, C. C.(1998), "Self-leadership and performance outcomes: The mediating influence of self-efficacy," Journal of Organizational Behavior, Vol. 19, No. 5, pp. 523-538. https://doi.org/10.1002/(SICI)1099-1379(199809)19:5<523::AID-JOB860>3.0.CO;2-I
  29. Singh, J., Goolsby, J. R., and Rhoads, G. K.(1994), "Behavioral and psychological consequences of boundary spanning burnout for customer service representatives," Journal of Marketing Research, Vol. 31, pp. 558-569. https://doi.org/10.2307/3151883
  30. Yukl, G. A.(1989), Leadership in organizations, Englewood Cliffs, NJ: Prentice Hall.