ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.16 No.1 pp.147-158
DOI : https://doi.org/10.12812/ksms.2014.16.1.147
DOI : https://doi.org/10.12812/ksms.2014.16.1.147
직무특성과 서비스품질의 관계에서 심리적 주인의식의 매개효과
The Mediating Effect of Psychological Ownership on the Relationship between Job Characteristics and Service Quality
Received January 20, 2014; Revision Received March 12, 2014; Accepted March 20, 2014.
Abstract
The purpose of this study includes: the relationships between job characteristics and service quality and themediating effect of the psychological ownership on the relationship between job characteristics and service quality.In order to verify the relationships and mediating effect, data were collected from 255 nurses in a universityhospital at Ulsan city to test theoretical model and its hypotheses. All data collected from the survey wereanalyzed using with SPSS 18.0. and AMOS 18.0. This study reports findings as follows: first, the relationshipbetween the job characteristics and the psychological ownership is positively related. Second, there was also apositive correlation between the psychological ownership and service quality. Third, the relationship between thejob characteristics and the service quality is positively related. Finally, the psychological ownership played as apartial mediator on the relationship between job characteristics and service quality. Based on these findings, theimplications and the limitations of the study were presented including some directions for future studies.
Reference
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21.Kim, K. G. and Y. C. Kim(2010), "A study on the psychological ownership by the employee of hotel industry: Focused on the job charac teristics and social support," Korean Journal of Tourism Research, 25(1):461-484.
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23. Lee, B. S., K. K. Park, and H. C. Lim(2009), "A study on the effects of job characteristics and ownership cultures on employees' psychological ownership and their attitudes," Korean Journal of Industrial Relations, 19(1):139-167.
24.Lee, I. S.(2009), "A study on the effects of job characteristics perception on organizational commitment and customer orientation of food service employees: Moderating effects of perceived organizational support," M.A. thesis paper of Kyunghee University.
25.Lee, J. W.(1997), "The mediating role of job involvement in the relationships between job characteristics and employee attitudes," Korean Journal of Management 5(1):87-122.
26.Lee, M. K.(2011), "Moderating effects of self-leadership on job attitudes," M.A. thesis paper of Sungkyunkwan University.
27.Parasuraman, A., V. A. Zeithaml, and L. L. Berry(1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, 49(4):41-50.
28.Park, J. O. and Y. C. Hwang(2007), "The effects of service context factors on service quality, service value, customer satisfaction and repurchase intention," Journal of the Korea Service Management Society, 8(1):79-110.
29.Pierce, J. L., M. P. O'Driscoll, and A. M. Coghlan(2004), "Work environment structure and psychological ownership: The mediating effects of control," The Journal of Social Psychology, 144(5):507-634.
30.Pierce, J. L., L. Van Dyne, and L. L. Cummings(1992), "Psychological ownership: A conceptual and operational examination," Southern Management Association Proceedings, New Orleans, LA., 203-211.
31.Shim, J. Y.(2009), "The effect of flight attendant's perceived psychological empowerment on their service-orientation," M.A. thesis paper of Sejong University.
32.Singh, J., J. R. Goolsby, and G. K. Rhoads(1994), "Behavioral and psychological consequences of boundary spanning burnout for customer service representatives," Journal of Marketing Research, 31(4):558-569.
33.Thakor, M. V. and A. W. Joshi(2003), "Moti vating salesperson customer orientation: insights from the job characteristics model," Journal of Business Research. 58(5):584-592.
34.Van Dyne, L. and J. L. Pierce(2004), "Psychological ownership and feelings of possession: Three field studies predicting employee attitudes an organiza tional citizenship behavior," Journal of Organiza tional Behavior, 25(4):439-460.
35.Wright, P. M., T. M. Gardner, and L. M. Moynihan(2003), "The impact of human resource practices on business unit operating and financ ial performance," Human Resource Manage ment Journal, 13(3):21-36.
36.Yoon, M. Y.(2006), "Psychological ownership in the republic korea army: Its components, antecedents and relationship with commitment to change," M.A. thesis paper of Seoul National University.
2.Anderson, J. C. and D. W. Gerbing(1988), "Structural equation modeling in practice: A review and recommended two-step approach," Psychological Bulletin, 103(3):411-423.
3.Bae, S. H., Y. J. Kim, and M. S. Kim(2010). "The mediating effect of psychological ownership and the moderating effect of negative affectivity in the relationship between organization justice and organizational outcome variables," Journal of Human Resource Management Research, 17(4):97-125.
4.Bagozzi, R. P. and Y. Yi(1988), "On the evaluation of structural equation models," Journal of the Academy Marketing Science, 16(1):74-94.
5.Baron, R. M. and D. A. Kenny(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.
6.Bateson, J. E. G.(1985), "Self-service consumer: An exploratory study," Journal of Retailing, 61(3):49-76.
7.[7] Bonner, S. E. and G. B. Sprinkle(2002), "The effects of monetary incentives on effort and task performance: Theories, evidence, and a framework for research," Accounting Organizations and Society. 27:303-345.
8.Brockner, J.(1988), "Self esteem at work: Research, theory and practice," Lexington, MA: Lexington Book.
9.Cho, Y. R.(2006), "An exploratory analysis of the antecedents of psychological ownership," M.A. thesis paper of Seoul National University.
10.Chu, D. Y.(2009), "Effect of restaurant employees' psychological ownership on perceived management quality," Ph. D. dissertation paper of Sejong University.
11.Cronin, J. J. Jr. and S. A. Taylor(1992), "Measuring service quality: A reexamination and extension," Journal of Marketing, 56(3):55-68.
12.Dittmar, H.(1992), "The social psychological of material possessions: To have is to be," New York: St. Martin Press.
13.Dirks, K. T., L. L. Cummings, and J. L. Pierce(1996), "Psychological ownership in organi zations: Conditions under which indivi duals promote and resist change," In R. W. Woodman, & W. A. Pasmore (Eds.), Research on organi zation change and development, JAI Press Greenwich, CT, 9:1-23.
14.Fornell, C. and D. F. Larcker(1981), "Evaluating structural equation models with unobservable variables and measurement errors," Journal of Marketing Research, 18(1):39-50.
15.Hackman, J. R. and G. R. Oldham(1975), "Development of job diagnostic survey," Journal of AppliedPsychology, 60(2):159-170.
16. Hackman, J. R. and G. R. Oldham(1980), "Work redesign," Addison-Wesley Publishing Company Inc., Massachusetts.
17.Hair, J. E., R. E. Anderson, R. L. Tatham, and W. C. Black(2006), "Multivariate data analysis," Upper Saddle River, N.J.: Prentice Hall.
18.Hallowell, R. L., L. A. Schlesinger, and J. Zornitsky(1996), "Internal service quality, custo mer and job satisfaction: Linkages and impli cations for management," Human Resource Planning, 19(2):206-231.
19.Hoffman, K. D. and T. N. Ingram(1991), "Crea ting customer oriented employees: He casein home health care," Journal of Heal Care Marketing. 11(2):24-32.
20.Jun, H. S.(2013), "A study on the effect of hotel employees' psychological ownership on the customer orientation: With focus on the mediating effect on job," M.A. thesis paper ofKyonggi University.
21.Kim, K. G. and Y. C. Kim(2010), "A study on the psychological ownership by the employee of hotel industry: Focused on the job charac teristics and social support," Korean Journal of Tourism Research, 25(1):461-484.
22.Kim, P. S. and J. Son(2010), "The study about the affection on service quality by the job environment of security employee," Paper of Jeonnam Provincial College, 12:13-28.
23. Lee, B. S., K. K. Park, and H. C. Lim(2009), "A study on the effects of job characteristics and ownership cultures on employees' psychological ownership and their attitudes," Korean Journal of Industrial Relations, 19(1):139-167.
24.Lee, I. S.(2009), "A study on the effects of job characteristics perception on organizational commitment and customer orientation of food service employees: Moderating effects of perceived organizational support," M.A. thesis paper of Kyunghee University.
25.Lee, J. W.(1997), "The mediating role of job involvement in the relationships between job characteristics and employee attitudes," Korean Journal of Management 5(1):87-122.
26.Lee, M. K.(2011), "Moderating effects of self-leadership on job attitudes," M.A. thesis paper of Sungkyunkwan University.
27.Parasuraman, A., V. A. Zeithaml, and L. L. Berry(1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, 49(4):41-50.
28.Park, J. O. and Y. C. Hwang(2007), "The effects of service context factors on service quality, service value, customer satisfaction and repurchase intention," Journal of the Korea Service Management Society, 8(1):79-110.
29.Pierce, J. L., M. P. O'Driscoll, and A. M. Coghlan(2004), "Work environment structure and psychological ownership: The mediating effects of control," The Journal of Social Psychology, 144(5):507-634.
30.Pierce, J. L., L. Van Dyne, and L. L. Cummings(1992), "Psychological ownership: A conceptual and operational examination," Southern Management Association Proceedings, New Orleans, LA., 203-211.
31.Shim, J. Y.(2009), "The effect of flight attendant's perceived psychological empowerment on their service-orientation," M.A. thesis paper of Sejong University.
32.Singh, J., J. R. Goolsby, and G. K. Rhoads(1994), "Behavioral and psychological consequences of boundary spanning burnout for customer service representatives," Journal of Marketing Research, 31(4):558-569.
33.Thakor, M. V. and A. W. Joshi(2003), "Moti vating salesperson customer orientation: insights from the job characteristics model," Journal of Business Research. 58(5):584-592.
34.Van Dyne, L. and J. L. Pierce(2004), "Psychological ownership and feelings of possession: Three field studies predicting employee attitudes an organiza tional citizenship behavior," Journal of Organiza tional Behavior, 25(4):439-460.
35.Wright, P. M., T. M. Gardner, and L. M. Moynihan(2003), "The impact of human resource practices on business unit operating and financ ial performance," Human Resource Manage ment Journal, 13(3):21-36.
36.Yoon, M. Y.(2006), "Psychological ownership in the republic korea army: Its components, antecedents and relationship with commitment to change," M.A. thesis paper of Seoul National University.
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