호텔 종업원의 성격특성이 직무성과에 미치는 영향에 관한 연구 - 직무자원활용성과 종업원서비스지향성의 매개역할을 중심으로 - (The Influence of Hotel Service Employee’s Personality Trait on Job Performance: Focused on The Mediating Role of Job Resourcefulness and Employee’s Service Orientation)

서지정보

· 발행기관 : 한국마케팅학회
· 수록지 정보 : 마케팅연구 / 23권 / 3호 / 117 ~ 140페이지
· 저자명 : 이형주, 최계봉

초록

본 연구에서는 인적 서비스를 중요시하는 호텔기업을 대상으로 종업원의 성격특성이 직무성과에 어떤 영향을 미치는지를 알아보기 위해 성격특성에 관한 선행연구를 토대로 연구모형을 만들고 가설을 설정하여 검증하였다. 또한 기존의 선행연구에서 거의 다루어지지 않았던 새로운 구성개념인 직무자원활용성과 종업원서비스지향성을 매개변수로 하여 성격특성과 직무성과간의 관계를 검증하기 위하여 계층회귀분석분석을 실시하였다.
분석결과를 보면, 직무성과의 예측변수로 성격특성뿐만 아니라 상황적 특성인 직무자원활용성과 표면적 특성인 종업원서비스지향성이 매개변수로 작용할 때 직무성과에 더욱 큰 영향을 미치는 것으로 나타났다.
심리학이나 경영학의 인사조직, 마케팅의 소비자행동에서 다루어졌던 성격특성과는 달리, 서비스마케팅 측면에서 볼 때. 성격특성, 직무자원활용성, 종업원서비스지향성이 내부마케팅 변수로 활용되어 성과향상에 큰 영향을 미친다는 것을 밝혔다. 또한 호텔기업의 종업원 선발 시 중요하게 생각되어야 할 부분이 성격부분이며, 성실성, 개방성과 특히 호텔기업에서 중시되는 호감성은 직무성과에 긍정적 영향을 미치는 중요한 성향으로 검증되었다. 이러한 성격특성들은 호텔기업의 인사선발에 기준이 될 것이다.

영어초록

The skillful selection of high-performing customer service personnel provides a service firm with a competitive advantage. Researchers have found that when selection processes work well, there is less employee turnover, and training efforts are more effective.
One approach to identifying high-performing service employees is to employ personality tests. Personality tests are frequently used for employment, promotion, and training decisions. One approach to personality testing is the Big Five Personality Model and its close relative, the 5- Factor Model.
In this study, we extend the 3M Model approach from the investigation of consumer behavior constructs to the identification of the trait predictors of iob performance among service employees. The 3M Model is a general theory of motivation and personality that can be applied from consumer behavior, to services marketing, to organizational behavior.
The basic premise of our research was that implementing the marketing concept is one of the tasks to be performed by individual service employees for most organizations.
Our research is motivated by two research questions.
First, we investigate the personality trait and a new construct that we label "job resourcefulness" and employee service orientation.
Second, we investigate whether a hierarchical personality model can improve on the ability of one set of 5-Factor Model traits to predict high-performing employees. Is was found that in comparison to the version of the 5-Factor Model, the additional traits contained in the hierarchical model significantly increased the variance accounted for in performance measures of service employees working in hotel industry.
Eight constructs were investigated in the research - the five personality element traits, job resourcefulness(situational traits), employee service orientation(surface traits), job performance. The results obtained by hierarchical regression analyses indicate that the six hypotheses employed in this study were supported. Especially, it appeared that within our services, the conscientiousness and agreeableness of service workers is a significant consideration in evaluations of job performance.
Also, the results revealed that job resourcefulness and employee service orientation as well as personality traits are predictive of measure of the job performance of service employees in hotel. Therefore, the results support the expectation that the full hierarchical model would account for more variance in outcome variables than one version of the 5-Factor Model.
A number of managerial implications emerge from the research.
First, the result suggest that managers should seek employees who work effectively under scarce resource conditions. Job resourcefulness to the situational traits can be influenced by training and the work environment. Second, the service oriented workers are ultimately regarded as better performers.
Third, the results support that employee selection instruments built solely around 5-Factor models are inadequate.
Our research makes contributions to the marketing literature as follows;
First, we identified the trait job resourcefulness, which was shown to account for job performance and service orientation in hotel industry.
A second contribution is the confirmation of the efficacy of a hierarchical approach to personality in accounting for variance in performance measures.

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