Journal of Korean Society for Quality Management (품질경영학회지)

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

DOI QR Code

An Effect of Psychological Empowerment on Employees' Voluntary Service Attitude in the Elderly Care Hospital: Moderating Effect of LMX

심리적 권한위임이 노인요양병원 종사자의 자발적 서비스태도에 미치는 영향: LMX의 조절효과

  • Shin, Ok-Soon (Department of Hospital Management, Daegu Haany University) ;
  • Cho, Chul-Ho (Department of Health and Welfare for the Elderly, Daegu Haany University)
  • 신옥순 (대구한의대학교 노인의료복지학과) ;
  • 조철호 (대구한의대학교 보건치료대학 의료경영학과)
  • Received : 2017.12.04
  • Accepted : 2018.01.09
  • Published : 2018.03.31
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: This research intended to explore a causal relationship among empowerment, job satisfaction, organizational citizen behavior, and customer orientation of employees working at the elderly care hospital, and we intended to explore mediating role of job satisfaction and organizational citizen behavior(OCB) and moderating role in the relationship of them. Methods: A survey tool was questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 388 was analyzed through SEM using SPSS21.0 and AMOS21.0. Results: All theoretical relationships on research model were turned out except one between empowerment and customer orientation. Job satisfaction and organizational citizen behavior play an important mediating role in the research model. LMX plays a moderating role in the research model. Conclusion: In order to delegate the duties of the elderly nursing facility and to manage and operate the efficient human resources, the quality of the LMX should be raised so that the empowerment, job satisfaction and organizational citizenship behavior of the employees ultimately strengthen the customer orientation of them.

Keywords

References

  1. Bagozzi, R.P., and Heatherton, T.F. 1994. "A general approach to representing multifaceted personality constructs: Application to state self-esteem." Structural Equation Modeling 1(1):35-67. https://doi.org/10.1080/10705519409539961
  2. Baron, R., and Kenny, D. 1986, "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations." Journal of personality and social psychology 51(6):1173-1182. https://doi.org/10.1037/0022-3514.51.6.1173
  3. Blau, G. J. 1986. "Job Involvement and Organizational Commitment as Interactive Predictors of Tardiness and Absenteeism." Journal of Management 12:577-584.
  4. Brown, G., Widing, R. E., and Coulter, R. L. 1991. "Customer evaluation of retail salespeople utilizing the SOCO scale: a replication, extension, and application." Journal of the academy of marketing science 19(4):347-351. https://doi.org/10.1007/BF02726510
  5. Conger, J. A., and R. N. Kanungo. 1988. "The Empowerment Process: Integrating Theory and Practice." Academy of Management Review, 13:475-493.
  6. Dansereau, F. Jr., Graen, G. B., & Haga, W. A. 1975. Vertical Dyad Linkage Approach within Formal Organization: A Longitudinal Investigation of the Role Making Process, Organizational Influence Process, Scott. Foresman & Company.
  7. Graen, G. B., & Uhl-Bein, M. 1995. "Relationship-based Approach to Leadership: Development of LMX Theory of Leadership over 25 Years." Leadership Quarterly 6(2):219-247. https://doi.org/10.1016/1048-9843(95)90036-5
  8. Hoffman, K. D., and Ingram, T. N., 1992. "Service provider job satisfaction and customer oriented performance." Journal of service Marketing 6(2):68-78. https://doi.org/10.1108/08876049210035872
  9. Hwang, Yunyong, and Jung, Jinchul. 2005. "The Effects of Psychological Empowerment on the Job Satisfaction with Moderator of the Job Involvement: Focused on the Hotel Service Employees." Journal of Industrial Economics and Business 18(4):1541-1564.
  10. Jun, M., Cai, and S. Shin, H. 2006. "TQM Practice in Mauiladora: Antecedents of Employee Satisfaction and Loyalty." Journal of Operations Management 24:791-812. https://doi.org/10.1016/j.jom.2005.09.006
  11. Kanter, R. M. 1979. "Power Failure in Management Circuits." Harvard Business Review 57(4):65-75.
  12. Kim, Yangkyun, and Cho, Chulho. 2008. "A Study on Organizational Loyalty of Hospital Employees; Focusing on Overall Members at a University Medical Center in Seoul Metropolitan Area." Korean Journal of Health Policy and Administration 18(2):39-66. https://doi.org/10.4332/KJHPA.2008.18.2.039
  13. Katz. D. 1964. "The motivation basis of organizational behavior." Behavioral Science 9:131-146. https://doi.org/10.1002/bs.3830090206
  14. Kelly, S. W., and Hoffman, K. D. 1997. "An investigation of positive effect, prosocial behaviors and service quality." Journal of Retailing 73(3):407-427. https://doi.org/10.1016/S0022-4359(97)90025-7
  15. Lawer, E. L., Lenstra, J. K., Kan, J. K. R., A. H. G., and Shmoys, D. B. 1985. The traveling salesman problem, Wiley. Chichester. U. K.
  16. Lee, Sanghee. 2005. "The Effects of Empowerment on Job Satisfaction and Organizational Commitment." International Journal of Tourism and Hospitality Research 19(3):95-108.
  17. Melohn, T. 1994. The New Partnership, New York: John Wilev & Son Inc.
  18. Moorman, Chirstine, Rohit Deshpand, and Gerald Zaltman. 1993. "Factors Affecting Trust in Market Research Relationships." Journal of Marketing Research 57(January):81-101.
  19. Organ, D. W. 1988. "Organizational Citizen Behavior: The Good Soldier Syndrom Lexington," MA: Lexinton Books.
  20. Saura, I. G., Contri, G. B., & Taulet, A. C.2005. "Relationships among customer orientation, service orientation and job satisfaction in financial service." International journal of service industry management 16(5):497-525. https://doi.org/10.1108/09564230510625787
  21. Saxe, R. & Weitz, B. 1982. "The SOCO Scale: A measure of the customer orientation of salespeople." Journal of Marketing Research 19(3): 343-351. https://doi.org/10.2307/3151568
  22. Schermerhorn, J. R. 1997. "Cross-cultural leadership dynamics in collectivism and high power distance settings." Leadership and Organizational Development Journal 18(4):187-195. https://doi.org/10.1108/01437739710182287
  23. Strenberg, L. E. 1992. "Empowerment: Trust vs. Control." Cornell hotel and restaurant administration quality, 33(1):68-72.
  24. Smith, C. A., Organ, D. W., & Near, J. P. 1983. "Organizational citizenship behavior: Its nature and antecedents."Journal of Applied Psychology 68:653-663. https://doi.org/10.1037/0021-9010.68.4.653
  25. Spreitzer, G. M. 1995. "An Empirical Test of a Comprehensive Model of Interpersonal Empowerment in the Workplace." American Journal of Community Psychology 23(5):601-629. https://doi.org/10.1007/BF02506984
  26. Thomas, K. W., & Velthouse, B. A. 1990. "Cognitive Elements of Empowerment: An 'Interpretive' model of intrnisic task motive." Academy of Management Review 15(4):666-681. https://doi.org/10.5465/AMR.1990.4310926
  27. Wendy, R, Boswell, J. T., and Boudreau, J. N. 2005. "The relationship between employee job change and job satisfaction: The honeymoon-hangover effect." Journal of Applied Psychology 90:882-892. https://doi.org/10.1037/0021-9010.90.5.882
  28. Wu, L., and Norman, I. J. 2005. An investigation of job satisfaction, organizational commitment, role conflict and ambiguity in a sample of chinese undergraduate nursing student. Nurse Education Today, in Press.