서비스산업에서 접점직원들의 핵심자기평가가 서비스회복성과에 미치는 영향: 직무만족의 매개효과와 인지된 상사지원의 조절효과를 중심으로

초록

The purpose of this study is to investigate the effects of the core-self evaluation(CSE) on the both service recovery performance(SRP) and job satisfaction(JS), to also examine the mediation mechanism of JS, and moderation effect of perceived supervisor support(PSS) for the relationship between CSE and SRP. More specifically, we propose that CSE has a positive effect on the both SRP and JS, and that JS mediates the relationship between CSE and SRP. Further, we propose that PSS strengthens such relationships between CSE and SRP. The results from the sample of 241 front-line staffs in the service industries generally confirm our hypotheses excepting for moderation effect on the relationship between CSE and JS. Our findings imply that the employee trait such as CSE influences a job attitude for job satisfaction and job performance for service recovery performance and that the job performance effect of CES depends on PSS across employees.

키워드