성과주의와 지각된 서비스성과 = The relationship between Performance-based Practices with Perceived Service Performance: The Moderated Mediating Approach

국문 초록 (Abstract)

성과주의가 긍정적인 성과창출로 이어질 수 있을 것이라는 기대와 달리, 성과주의로 인한 폐해도 적지 않다. 본 연구는 공기업을 대상으로 조직변화의 구체적인 결과로써 성과주의와 서비스성과 간의 관계를 살펴보았다. 성과주의는 업무과부하와 대인관계 스트레스를 통해 서비스성과에 부(-)의 관계를 가질 수 있으며 이 과정에서 공공서비스동기의 조절효과를 분석하였다. 동일업종 2곳의 공기업에 근무하는 341명의 구성원들을 대상으로 분석한 결과, 업무과부하와 대인관계 스트레스는 성과주의와 지각된 서비스성과간의 관계를 매개하는 것으로 나타났다. 나아가 공공서비스동기의 조절적 역할을 분석했을 때, 공공서비스동기가 업무과부하와 대인관계 스트레스에 대한 성과주의의 효과를 조절하는 것으로 확인되었다. 이를 종합하여 조절적 매개효과를 분석한 결과, 성과주의가 대인관계 스트레스를 통해 서비스성과에 이르는 경로는 공공서비스동기에 의해 조절되는 것으로 나타났다. 그러나 예상과 달리, 성과주의가 업무과부하를 통해 서비스성과에 이르는 경로는 공공서비스동기에 의해 조절되지 않는 것으로 나타났다. 본 연구의 결과는 공기업에서 성과주의로의 정책변화가 어떻게 지각된 서비스성과에 영향을 미치는지를 통합적으로 살펴보고 성과주의의 부정적 효과가 공공서비스동기에 의해 상쇄될 수 있음을 규명한 점에서 기존연구와 차별적이다.

다국어 초록 (Multilingual Abstract)

As service industry has expanded, the previous literatures have paid attention to service quality by employees as organizational performance. Such new business trend has been applied in both private organizations and public enterprises to meet service expectation of customers. Related to service performance, there is a curious question whether performance-based policies can contribute to service performance. In particular, some researchers argue that performance-based policies without appropriate supports results in psychological resistance of employees. In fact, commentators criticize that organizations often ignore the internal processes related to justification during adaptation of a new policy. At least recent works conducted in individual level try to explain reasons of the failure of organizational change in terms of employee psychological aspects. In this line, reactions of employee on a new policy may be important antecedent to predict employee's behaviors.
The aim of paper is to find the integrative mechanism between service perfor-mance and employee's psychological reactions in public sector. First, we focus on the mediating role of work overload and interpersonal stress in the relationship between performance-based policy and perceived service performance. Furthermore, we examine the moderating role of public service motivation in the relationship among performance-based policy, work overload, interpersonal relationship. We predict that public service motivation may play a key role in recovery of resources because public service motivation embedded in organization institute emphasizes commitment to public interests beyond self-interests or organization interests. Taken together, we propose the moderated mediation in the same relationship.
Most hypotheses of this paper are supported by data. Our results demonstrate the paradoxical relations between performance-based policies and actual performance. Also, the moderating role of public service motivation may provide several theoretical and practical implications. First, the results may expand research by testing the mechanism of service performance in the organizational change contexts. Second, our findings suggest the effectiveness of the public service motivation as useful means to mitigate the negative effect of workload and performance-based policies.

목차 (Table of Contents)

• <요약>
• Ⅰ. 서론
• Ⅱ. 이론적 배경과 가설
• Ⅲ. 연구방법
• Ⅳ. 분석결과
• Ⅴ. 결론
• 참고문헌

참고문헌 (Reference)

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