Employee Voice, Communication Formality, and Employee Engagement: Is There a “New Normal” for Internal Communication in China?

Peter Wilson Cardon,Min Feng,Haibing Ma,Qinghua Ma 한국경영커뮤니케이션학회 2021 Business Communication Research and Practice Vol.4 No.2

Objectives: The purpose of this paper is (a) to examine the relationship between employee voice and management receptiveness with employee engagement; (b) to explore changes in internal vertical communication during the COVID-19 pandemic; and (c) to examine how less formal communication influences employee engagement. Methods: A survey of 344 Chinese professionals in the Shanghai region was conducted to measure employee voice; management receptiveness; internal vertical communication via DingTalk, WeChat, online meetings, and face-to-face (F2F) meetings; and use of informal communication (frequency of WeChat Moments between managers and employees). ANOVA analysis was used to compare changes across the three time periods, and hierarchical regression analysis was used to explore predictors of employee engagement. Results: Across the pandemic, managers increased their communication with employees via DingTalk and online meetings but decreased their communication with employees via F2F meetings. Employee voice and management receptiveness were the most significant predictors of employee engagement. Perceptions of employee voice grew significantly from the pre-COVID period until the present. The increased sharing and liking of WeChat Moments among managers and employees significantly predicted higher employee engagement. Conclusions: This is the first known study to explore the connection between employee voice and management receptiveness with employee engagement in the Chinese context. It also explores how two communication platforms, DingTalk and WeChat, with similar affordances are used with varying amounts of formality in the workplace. It highlights how the use of WeChat Moments, an informal form of communication, drives higher engagement.

리더십이 종사원의 인게이지먼트와 서비스지향성에 미치는 영향

서창적(Suh, Chang Juck),박영태(Park, Young Tae) 한국서비스경영학회 2015 한국서비스경영학회 학술대회 Vol.2015 No.5

The main objective of this study is to verify the causal relationship between the leadership, employee"s engagement and service performance. Additionally, this study will determine whether employee engagement has mediator effects between leadership and service performance. The research model was validated by the PASW and AMOS-SEM(Structure equation modeling) using 166 survey data that is collected from hotel restaurant"s employees As the results, there are statistically significant relationships between all the variables. leadership has positive influence on employee engagement and process innovation. Employee engagement also has positive influence on service performance. Employee engagement shows partial mediator effects between leadership and service performance. Practically this study shows that when leadership is share through official channel and improves employee"s engagement, this will also improve employee"s dedication to contribute to bring forth great power when company is in sudden crisis. In addition, higher employee"s engagement goes, will lead employee to focus more to their customers and dedicate it to work with pride. In this study, there are two originality. 1. The empirical analysis on employee engagement and process service performance. 2. Divided employee engagement into emotional and job engagement.

기업 사무직 근로자의 직무자원, 심리적 자본, 학습민첩성, 직원몰입, 직무성과 간의 구조적 관계

박철,이진구 중앙대학교 Human Engagement Institute 2022 역량개발학습연구 Vol.17 No.1

The study has to primary purposes: One was to identify the structural relationship among job resources, psychological capital, learning agility, employee engagement and job performance of employee. The other was to verify the mediation effects of learning agility and employee engagement in the relationship between job resources, psychological capital, and job performance. The study employed Korean translation of tools originally written in English as a measurement instrument. Out of the 665 survey responses received from S enterprise, the study analyzed(745 responses) for this study. The study findings are as follows: First, psychological capital has a statistically significant impact on learning agility and employee engagement. Second, job resource have a positive impact on employee engagement and do not have a positive impact on learning agility. Third, learning agility does not have a statistically significant impact on job performance. But, employee engagement has a statistically significant positive impact on job performance. Fourth, learning agility has a statistically significant positive impact on employee engagement. Fifth, employee engagement has mediation effects in the relationship between psychological capital and job performance. Sixth, employee engagement has mediation effects in the associations between job resources and job performance. But, learning agility does not lead to mediation effects in the relationship between job resources and job performance. Lastly, learning agility and employee engagement have dual mediating effects in the associations between psychological capital and job performance. These findings were crucial in reaching the study’s conclusion and finding its implications. 본 연구의 목적은 조직 구성원의 직무자원, 심리적 자본, 학습민첩성, 직원몰입, 직무성과의 구조적 관계를 구명하고 직무자원 및 심리적 자본과 직무성과의 관계에서 학습민첩성 및 직원몰입의 매개효과를 검증하는 데 있다. 이 연구의 측정도구는 원저자의 영문도구를 번안하여 사용하였다. 연구목적을 달성하기 위해서 S기업의 사무직 근로자로부터 수집된 665부의 설문자료가 분석에 활용되었다. 자료분석은 SPSS 21.0와 AMOS 22.0을 활용하여 분석을 실시하였다. 연구결과는 첫째, 심리적 자본은 학습민첩성 및 직원몰입에 정(+)적인 영향을 미치는 것으로 나타났다. 둘째, 직무자원은 직원몰입에 정(+)적인 영향을 미쳤으나, 학습민첩성에는 부(-)적인 영향을 미치는 것으로 나타났다. 셋째, 학습민첩성은 직무성과에 통계적으로 유의하지 않았고 직원몰입은 직무성과에 정(+)적인 영향을 미치는 것으로 나타났다. 넷째, 학습민첩성은 직원몰입에 정(+)적인 영향을 미치는 것으로 나타났다. 다섯째, 직원몰입은 심리적 자본과 직무성과의 관계에서 단순매개효과를 갖는 것으로 나타났다. 여섯째, 직원몰입은 직무자원과 직무성과의 관계에서 단순매개효과를 갖는 것으로 나타났다. 마지막으로 심리적 자본과 직무성과의 관계에서 학습민첩성과 직원몰입은 다중매개효과를 갖는 것으로 나타났다. 이러한 연구결과를 바탕으로 조직 구성원 개인의 긍정적 정서의 중요성과 자발적 행동을 보다 깊이 이해할 수 있다는 시사점을 제공하고 동시에 성과향상을 위한 인적자원관리 및 개발의 방향을 설정하는데 이론적이고 실천적인 기여를 하고자 한다.

The Effects of Transformational Leadership on Employee Engagement : The Role of Korean Cultural Values and Psychological Empowerment

박찬균 대한경영학회 2019 大韓經營學會誌 Vol.32 No.10

The purpose of this study was to determine whether the characteristics of transformational leaders influence employee engagement in their jobs within Korean cultural values. To do so, this study first examined the relationship between transformational leadership and employee engagement. Then the study investigated whether Korean cultural values, such as power distance orientation and psychological collectivism, moderate the relationship between transformational leadership and employee engagement. In addition, the study examined the effects of transformational leadership on employee engagement, as mediated by psychological empowerment. Data from a survey were collected and analyzed from 265 employees with at least one year of experience in Korean for-profit organizations in South Korea. Statistical techniques including moderated multiple regression, and structural equation modeling were mainly used to test the seven hypotheses. The findings of this study indicated that transformational leadership, psychological collectivism, and psychological empowerment were identified as potential strong leverage points to enhance employee engagement. Specifically, transformational leadership and psychological collectivism positively predicted employee engagement. In addition, psychological empowerment fully mediated the influence of transformational leadership on employee engagement. However, power distance orientation did not significantly affect employee engagement, and both power distance orientation and psychological collectivism did not moderate the relationship between transformational leadership and employee engagement. The findings of this study could provide the conceptual basis for specific programs and HR interventions that are designed to promote employee engagement, transformational leadership, and psychological empowerment in organizations. Implications from both theoretical and practical standpoints were discussed and several recommendations for future research were presented as well.

관계중심 직원몰입 척도 개발 및 타당화

송해덕,홍아정,조윤성 한국교육학회 2023 敎育學硏究 Vol.61 No.4

Employee engagement has gained much attention in that it is highly effective at the organizational and individual levels, but most studies have only looked at the effects of individual variables and overlooked the effects of the Korean organizational context. The purpose of this study is to expand theoretical discussions on employee engagement and support its scientific measurement by developing and validating an employee engagement scale that considers the characteristics of relationship engagement. To achieve this research purpose, the research procedure was conducted in the order of item and scale development, scale evaluation, and measurement invariance evaluation. As a result of the study, a new engagement scale was developed, consisting of 6 sub-factors and 28 items, including relationship cognition, relationship emotion, relationship behavior, job cognition, job emotion, and engagement to job behavior. Next, in the results of the reliability and validity evaluation, the new scale showed an appropriate level of reliability and validity. The new scale developed through this study can be utilized to promote the formation of an efficient engagement management plan in terms of human resource development as well as to accurately quantify the level of employee engagement in various domestic organizations. 직원몰입(Employee engagement)은 조직과 개인 차원에서 다양한 성과를 창출하는 핵심 변인임에도 그동안 직원몰입에 관한 연구들은 주로 개인 직무 차원에서의 몰입을 중심으로 측정하여 우리나라 조직 맥락에서 직원몰입의 특성을 분석하는 것이 어려웠다. 우리나라 조직의 중요한 특성이 관계성이라는 점을 고려할 때, 조직에서 관계성 측면을 함께 고려한 직원몰입 측정도구의 개발이 요구된다. 이에 본 연구의 목적은 관계적 측면에서 직원몰입의 특성을 반영한 직원몰입 척도를 개발하고 이를 타당화함으로써 직원몰입에 대한 이론적 논의를 확대하고 한국적 맥락에서 타당한 직원몰입 측정을 지원하는 것이다. 이러한 연구목적을 달성하기 위해 문항 및 척도 개발, 척도평가, 측정동일성 평가 순으로 연구절차를 진행하였다. 연구 결과 관계인지몰입, 관계정서몰입, 관계행동몰입, 직무인지몰입, 직무정서몰입, 직무행동몰입 등 총 6개의 요인, 28문항으로 구성된 새로운 몰입 척도를 개발하였다. 신뢰성 및 타당성 평가 결과 관계중심 직원몰입 척도는 적절한 신뢰도 및 타당도 수준을 나타냈다. 본 연구를 통해 개발된 관계중심 직원몰입 척도는 실제 다양한 국내 기업의 직원몰입 수준을 타당하게 측정하는 데 사용 가능할 뿐 아니라 이를 토대로 인적자원개발 측면에서 효과적인 직원몰입 관리 전략 수립을 지원할 수 있을 것이다.

판매원의 브랜드 관계가 지각된 고객지향성에 미치는 영향: 내·외부 고객의 관점에서

유재원 대한경영학회 2019 大韓經營學會誌 Vol.32 No.6

Internal branding represents an important managerial tool in directing the frontline employees for desired organizational performance. However, the majority of prior research on internal branding is based on consumer-brand relationship theory and has focused on effects of human resource practices without explicitly considering employee’s psychological intervening process and customer responses. Based on the job demand and resource theory the authors theorized interactive effect of employee brand relationship and internal service quality on employee’s work engagement and subsequently affect customer orientation. To examine the chain effect of employee’s behavioral change on customer’s response, this study has empirically connected the employee’s customer orientation and customer perceived customer orientation. Furthermore, as a context-specific factor, customer product involvement may enhance the importance of employee’s customer orientation in customer’s evaluation. To test research hypotheses of this study, I surveyed customer contact employees and customers at five department stores in the Seoul metropolitan area. Direct face-to-face interviews were suggested on sales employees and customers based on judgment sampling method. Specially, the survey was conducted on the sales employees working at the store to measure the employees-brand relationship, internal service quality, job engagement, and customer-oriented behavior, and the interviewers asked the customers who interacted with employees responded to the measure product involvement and perceived customer orientation on the spot. Empirical results using a sample of retail salespeople find that (1) employee brand relationship and internal service quality have positive interactive effects on work engagement, (2) work engagement has a positive effect on employee’s customer orientation, and (3) employee’s customer orientation and customer product involvement have a positive interactive effect on customer’s perceived customer orientation. These results indicate that internal branding researchers can benefit from considering the complex interactive effects of internal brand management as well as service focused organizational climate, which provide a more refined understanding of this important managerial tool. Based on this, this study confirmed sales employees’ role of "boundary spanner" which connected the company and customers of the sales staff. Furthermore brand experience of the customers was created through the interaction with sales employees, The company should provide opportunities for the salesperson to internalize own brand before delivering the ideal brand image to customers. Second, based on the internal marketing theory, internal service quality can be regarded as organizational resource, and it creates motivation for the work and enhances the work engagement of sales employees. Third, this study showed that sales employees’ work engagement induced customer-oriented behaviors that could convey an ideal brand image to customers. This is meaningful in that it has identified the effect of the service value chain in the a process of the relationship among the brand, employee and customers. Finally, this study confirms the direct link between employees customer-oriented behavior and actual consumers' perceived customer orientation using dyadic data. 내부 브랜딩이란 기업이 조직의 성과를 달성하기 위해 내부 접점직원을 어떻게 관리할 것인가를 반영하는중요한 전략적 도구로 주목받고 있는 연구 분야 중 하나이다. 하지만 이전의 내부브랜딩에 대한 대부분의연구들이 고객-브랜드 관계이론 (consumer-brand relationship theory)을 이론적 근거로 제시되었으며, 조직내 인적자원관리시스템이 내부브랜딩에 어떤 영향을 미치는가를 중점으로 진행되어 왔다. 하지만 내부브랜딩이 종업원의 심리적 반응 및 고객의 반응에 어떻게 영향을 미치는 가에 대한 연구는 부족한 실정이었다. 따라서본 연구에서는 직무요구-자원이론(Job demand and resource theory)을 바탕으로 판매원이 인식하는 자신과브랜드와 관계 (brand relationship) 및 지각된 내부서비스 품질 (internal service quality)을 직무자원으로제시하고, 이를 통해 판매원의 직무열의(work engagement)와 판매원의 고객지향적 행동에 어떠한 영향을미치는 가를 실증적으로 검증하고자 한다. 또 판매원의 행동의 변화가 고객의 반응에 미치는 서비스 가치사슬효과(service value chain effect)를 검증하기 위하여 판매원의 고객지향적 행동과 고객의 지각된 고객지향성간의관계를 조사하였다. 뿐만 아니라 특정한 상황요인으로 고객의 제품관여도(product involvement)를 제시하여판매원의 고객지향성 행동과 고객의 지각된 고객지향성의 관계를 조절하는 조절변수로 제시하여 검증하였다. 본 연구를 수행하기 위해 수도권에 소재한 백화점의 5개 지점을 대상으로 입점한 매장들의 고객접점 직원들과 이용 고객들을 대상으로 설문조사를 실시하였으며 판매 직원과 고객을 대상으로 판단표본추출방법을 이용한 직접 대면조사를 실시하였다. 특히 판매원들의 직원-브랜드의 관계, 내부 서비스 품질, 직무열의 및 고객지향적 행동을 측정하기 위하여 점포에 근무중인 판매직원들 대상으로 설문을 진행하였으며, 고객의 제품 관여도와 지각된 고객지향성을 측정하기 위하여 접점 직원과 상호작용을 경험한 고객들을 대상으로 설문조사를진행하는 것이 적절하다고 판단하여 면접자들이 직접 현장에서 매장방문 고객들을 대상으로 설문조사에 협조를 요청한 후 이에 응답한 고객들을 대상으로 설문조사를 실시하였다. 이를 바탕으로 얻어진 유효한 188개의자료를 판매 직원으로부터 얻었으며, 376개의 응답을 고객으로부터 확보하였다. 이를 바탕으로 분석한 결과 1) 종업원의 브랜드 관계 및 내부서비스 품질간의 긍정적 상호작용이 직무열의에미치는 효과를 파악하고, 2) 직무열의가 판매원의 고객지향적 행동에 미치는 영향을 검증하였으며, 3) 판매원의고객지향적 행동과 고객의 지각된 고객지향성간의 관계 및 이 관계를 조절하는 고객의 제품관여도의 조절효과를 실증적으로 검증하였다. 이를 바탕으로 판매 직원들의 기업과 고객을 연결시켜주는 경계확장자(boundary spanner)의 역할을 수행한다는 점을 확인하였으며, 판매 직원들을 통해 고객들의 브랜드에 대한 경험이 형성되기 때문에 먼저 판매직원들은 이상적인 브랜드 이미지를 고객들에게 전달하기 이전에 스스로가 내재화를 시켜야 한다는 필요성을 확인할 수 있었다.

리더십이 종사원의 인게이지먼트와 서비스 지향성에 미치는 영향

서창적(Suh, Chang Juck),박영태(Park, Young Tae) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.2

The main objective of this study is to verify the causal relationship between the leadership, employee"s engagement and service orientation. This study also determine whether employee engagement has a mediator effect between leadership and service orientation. The research model was validated by the PASW and AMOS-SEM (Structure equation modeling) using 166 survey data that were collected from hotel restaurant"s employees. As the results, the study finds that statically there are significant relationships between all the variables. leadership has positive influence on employee engagement and employee engagement also has positive influence on service orientation. Employee engagement shows partial mediator effects between leadership and service orientation. Implication of this study practically shows that when leadership is shared through official channel, it improves employee"s engagement, and also it improve employee"s dedication to the company when they face sudden crisis. In addition, if employee engagement improves and is happening more actively, it will lead employees to be able to focus more to their customers satisfaction and work with more pride and dedication to the company and dedicate it to work with pride. In this study, there are two originality. First, this study empirically analysis on employee engagement and service orientation. second. in this study. employee engagement variable is divided into emotional and job engagement.

직원의 서비스 유형, 고객 동일시 및 인게이즈먼트가 고객 지향성에 미치는 영향

유영우,전홍식 한국생산성학회 2023 생산성연구 Vol.37 No.4

The purpose of this study is to academically investigate the influence of differences in the main service typologies of employees(good-domoinant logic:GDL vs. service-dominant logic:SDL) on customer orientation. Additionally, it aims to explore various factors that influence the relationship between the difference in employees’ service types and customer orientation such as customer-employee identification and engagement. A summary of the research findings is as follows. First, the results for Hypothesis 1 indicate that employees with SDL show higher customer orientation than those with GDL. This can be interpreted as the result of standardization of employees’ performance through concentrated education and monitoring, as job or work in a simple good-dominant logic is very routine. Second, in the case of Hypothesis 2, employees with SDC are expected to show a higher degree of customer-employee identification than those who simply sell products with GDC, and there is a positive correlation between the degree of customer-employee identification and customer orientation. This is confirmed by the fact that the degree of employee’s customer-employee identification has been mediated between the service typologies of the employee and the customer orientation. Finally, for employees with GDL (vs. SDL), organizational-based engagement (vs. professional engagement) is primed and for employees corresponding to SDC (vs. GDC), job engagement (vs. organizational engagement) is primed when customer orientation is higher. It was confirmed that the customer orientation differs depending on the interaction between the employee’s service typologies (GDC vs. SDL) and engagement (professional engagement vs. organizational engagement). This study includes various management implications that can appear in businesses and organizations.

윤리적 리더십이 직무만족에 미치는 영향: 종업원 참여의 매개역할

유정숙,이종건 한국벤처창업학회 2021 벤처창업연구 Vol.16 No.6

This study examined the influence of ethical leadership on employee job satisfaction and the mediating role of employee engagement in the relationship between these two variables. In this study, employee engagement was divided into job engagement and organization engagement. Data were collected from 183 employees working for Korean companies. The results of this study are as follows. First, it was found that ethical leadership was positively related to both job engagement and organization engagement. Second, ethical leadership was also positively related to job satisfaction of employees. Third, job engagement and organization engagement were found to partially mediate the relationship between ethical leadership and job satisfaction respectively. The results of this study suggest a theoretical contribution in that it expanded existing studies on the relationship between ethical leadership and job satisfaction. This study is significant in that it revealed a mechanism that ethical leadership directly affects job satisfaction in the relationship between ethical leadership and job satisfaction, but indirectly positively affects employee engagement variables such as job engagement and organization engagement. The results of this study also suggest practical implications that CEOs should strive to help organizational managers demonstrate ethical leadership. In addition, the results of this study suggest practical implications that managers and human resource development experts need to seek ways to increase the level of engagement of employees in the organization. Finally, this study presented limitations to be revised and supplemented in future studies and future research directions. 본 연구는 종업원의 직무만족에 대한 윤리적 리더십의 영향과 이 두 변수 간의 관계에 대한 종업원 참여(직무참여, 조직참여)의 매개역할에 대해 분석하였다. 분석자료는 한국 기업에서 일하는 218명의 종업원으로부터 수집되었다. 본 연구의 결과는 다음과 같다. 첫째, 윤리적 리더십은 직무참여와 조직참여 둘 다에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 윤리적 리더십은 또한 직무만족에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 직무참여와 조직참여는 윤리적인 리더십과 직무만족 간의 관계를 부분적으로 매개하는 것으로 밝혀졌다. 본 연구는 윤리적 리더십과 직무만족 간의 관계에 관한 기존의 연구를 확장하였다는 점에서 이론적 기여를 한다. 본 연구는 윤리적 리더십과 조직만족 간의 관계에 있어서 윤리적 리더십이 직무만족에 직접적인 영향을 미치지만, 종업원 참여의 하위 차원인 직무참여와 조직참여 각각을 통해 간접적으로 긍정적인 영향을 미친다는 메커니즘을 밝혀냈다는 점에서 이론적 시사점이 있다. 또한, 본 연구결과는 CEO들이 조직의 관리자들이 윤리적 리더십을 발휘할 수 있도록 힘써야 한다는 실무적 시사점을 제시한다. 한편으로, 본 연구결과는 경영자 및 인적자원개발 전문가들은 조직 내 종업원들의 참여 수준을 높이는 방안을 모색할 필요가 있다는 실무적 시사점을 제시한다. 마지막으로, 본 연구는 향후 연구에서 수정 및 보완되어야 할 한계점과 향후 연구방향을 제시하였다.

사내커뮤니케이션과 구성원 정서적, 자주적, 변화참여 열의와의 관계 연구

신호창(Shin, Ho-Chang),송주현(Song, Ju-Hyun) 한국정치정보학회 2015 정치정보연구 Vol.18 No.2

본 연구는 현대 경영에서 중요시되는 소통과 그 동안 커뮤니케이션학에서는 잘 다루어지지 않았던 열의(engagement)의 개념에 주목하여 사내커뮤니케이션과 구성원 열의와의 관계를 통합적으로 고찰하였다. 이를 위해 실무 종사자 약 300여 명을 표집하여 서베이 연구를 실시하였으며, 본 정량적 연구결과를 보강하고 변인간의 관계를 심층적으로 이해하고자 사내커뮤니케이션과 밀접한 직무를 수행하는 국내 유수 기업의 홍보, 인사, 기업 문화 담당 실무자 11명을 대상으로 심층인터뷰를 진행했다. 연구결과, 사내커뮤니케이션의 차원과 구성원 열의의 세부 변인 간에 밀접한 영향 관계가 나타났다. 기업의 가치관(경영이념)에 대한 구성원의 이해가 높을수록 구성원은 기업에 대한 소속감, 애착감이 높아지는 상관관계가 나타났으며, 업무상황에서 개인의 커뮤니케이션 능력과 구성원의 역할인지가 높을수록 업무에 대한 의미감과 자신감이 높게 나타나는 정(+)적인 관계를 발견할 수 있었다. 또한 조직 변화 시기에 구성원의 지지와 참여를 이끌어내기 위해서는 커뮤니케이션 캠페인 활동이 필수적이며, 이를 통해 성공적인 변화를 안착할 수 있음이 드러났다. 본 연구는 그동안 다양한 용어와 개념적 접근으로 혼재되었던 열의(engagement)를 종합적으로 고찰하여 한국형 구성원 열의를 설명하고자 시도했던 첫 연구라 할 수 있다. 특히 구성원 열의를 자발적이고 능동적인 개념에 주목하여 3가지 차원(정서적 열의, 자주적 열의, 변화참여 열의)을 도출하였다는 점에서 현대 조직 구성원의 특성을 반영하여 열의에 대한 새로운 논의를 이끌어냈다. 또한, 실무적으로도 사보제작 및 사내방송을 통한 일방향적인 커뮤니케이션 전술의 한계를 벗어나 구성원의 열의를 증진시키는 데 기여할 수 있는 커뮤니케이션 콘텐츠 및 전략을 논의하였다. The purpose of present study is to identify relations of internal communication (sharing the values, clearness of work communication, communication campaigns) and employee engagement(affective, independent, change-participation will in change situation). The major findings of the study are summarized as follows: First, there is a direct correlation between sharing the values and affective employee engagement. Especially, employees’ understanding of CEO’s philosophy is significantly associated with employees’ membership and organizational identification. Second, the clearness of work communication has positively related to independent employee engagement in work circumstance. In particular, through the open communication at work, personal communication ability and knowledge of working role are considerably associated with perception of work meaningfulness and job confidence. Third, communication campaign has positive effect on employee change-participation will in organizational change situation. This study has a significance owing to looking into the relations between communication and employee engagement in multiple levels. It focuses on not only the specific conditions related to employee’s job satisfaction or citizenship behaviors but also participation will in organizational changing situation. Also, this study strongly concludes that internal communication factors need to be considered in order to increase the level of employee engagement and improve the work effectiveness.