금융텔러의 직무수행과 만족에 대한 긍정적 자아개념과 인지능력의 효과: 동기잠재력의 조절효과를 중심으로 = The Effects of Core-Self Evaluation and Cognitive Ability on Teller's Satisfaction and Objective Performance: The Moderating Role of Motivational Potentials

국문 초록 (Abstract)

본 연구는 금융텔러의 직무수행과 종업원의 만족을 설명하는 성격특질과 인지능력의 차원별 효과를 밝히고 각 효과모형에 대한 조절변수로서 업무환경에 따른 동기잠재력의 역할을 규명하고자 하였다. 기존연구와 달리 본 연구는 전형적인 5요인 성격모형을 대신하여 조직성과와 관련된 성격특질로 조명되는 긍정적 자아개념(CSE: core-self evaluation)의 효과를 다루었다. 특히 조직관점에서 중요하게 고려되는 객관적 수행 측정치를 준거변수로 사용함으로써 실무적 활용도를 높이고자 하였다. 본 연구의 표본은 고객대면 상황이 가장 빈번한 서비스 접점에 있는 금융텔러를 대상으로 하였고 이들에 대한 검사를 실시한 후 월별 수행기록을 별도로 수집하여 표본데이터를 완성하였다. 수집된 자료를 바탕으로 수행과 만족에 대한 개인차 효과와 동기잠재력의 조절효과를 파악하기 위해 위계적 회귀분석을 실시하였다. 분석결과, 긍정적 자아개념의 하위차원에 따라 직무만족과 생애만족, 객관적 직무수행에 대한 상이한 효과가 발견되었고, 인지능력의 하위요인들은 직무만족과 생애만족에 비해 상대적으로 객관적 업무수행과 높게 관련되는 것을 알 수 있었다. 주요 관심의 하나인 동기잠재력의 조절효과는 흥미롭게도 긍정적 자아개념과 객관적 직무수행의 관계를 유의미하게 조절하는 것으로 나타났다. 본 연구결과는 최근 고객에 대한 관계관리가 중요한 전략으로 부각되면서 고객접점에 있는 종업원들에 대한 이해가 재조명되고 있다는 점에서 중요한 이론적 및 실무적 시사점을 갖는다.

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