사회복지시설 종사자의 업무환경 감정반응이 서비스지향성에 미치는 영향-업무공간 서비스스케이프의 매개효과 검증- = The Effects of the Environmental Emotions of the Workers in Social Welfare Facilities on the Service-Oriented Attitudes - A Verification of Mediated Effect of the Workplace Servicescape-

다국어 초록 (Multilingual Abstract)

(Background and Purpose) The study examines social welfare workers to see whether or not their environmental responses to the work environment are affecting Service-Oriented Attitudes (SOA), and identifies the workplace servicescape roles that comprise the work environment. The reason for this is that workplace servicescape applies not only to external customers, but to all customers in the physical space, including the worker. In other words, it is a concept that includes internal customers, known as workers, and is based on the fact that the working environment affects the SOA of the service as a social factor when it contributes to the satisfaction of internal customers. (Method) The method of the study verifies that the workplace servicescape has a mediated effect between the spatial sensibility of the worker’s work environment and the SOA. The study thus analyzed whether or not the components of workplace servicescape commonly presented by prior researchers are actually influenced by worker satisfaction and whether they are actually SOA to the customer. To fulfill the purpose of the study, a literature review is conducted first to provide the analysis metrics. From this, the detailed elements that comprise the commonly mentioned elements of the previous studies are extracted. Regression analysis is performed to see whether the four elements extracted from the workplace servicescape have a mediated effect. Independent variables are set to respond to workplace environment reviews and SOA. The survey employs sampling offline using data from 200 workers at 15 organizations in northwestern Gyeongsang Province. Of that number, 178 were used as the final analysis data. (Results) The results were as follows. First, a survey on the effects of emotional reactions to the work environment of employees working in social welfare facilities on the oriented attitude of the service workers showed that it affects the influence of (+). The results suggest that workers‘ service-oriented preferences for their customers increase as they think more positively about their work environment. In other words, workers’ positive satisfaction with the work environment affects the level of SOA toward clients, thereby increasing the sense of service. Second, the partially mediated effect of the workplace servicescape was verified in relation to the emotional responses of the work environment and the SOA of the workers. These results show that the emotional response to the workplace environment and the workplace servicescape are important variables that predict the SOA characteristics of the workers, and also reflect the emotional responses to the workplace environment and the increase in the quality of workplace servicescape. Third, the validation of the servicescape substarter, in terms of whether there is a mediated effect on both the emotional response to the work environment and the service-oriented nature of the worker, results from the four factors identified in the previous literature.

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