사회자본과 개인-조직 적합성이 고객접점 종업원의 감정고갈과 주관적 행복, 이직의도에 미치는 영향

초록

According to previous study, the customer contact employees (e.g. most salespeople) play such a key role in business performance. The customer contact employee interacts with customer in place of company and improves perceived service level of customer. However, the customer contact employee experiences emotional burnout due to interaction with customer. In this study, based on JD-R model, we aim to examine the effect of social capital and person-organization fit of customer contact employee on emotional exhaustion. We also analyzed the effect of emotional exhaustion on subjective well-being and turnover intension and identified the moderation effect of person-organization fit between social capital and emotional exhaustion. We collected data from 362 salespeople of multi-level marketing company in South Korea. The following figure shows the proposed research model and research hypotheses of this study. [그림본문참조] Based on the previous researches and our rationale, the following research hypotheses were developed. H1: Social capital will have negative relationship with employee’s emotional exhaustion. H2: Person-organization fit will have negative relationship with employee’s emotional exhaustion. H3: Person-organization fit will have moderating effect between social capital and emotional exhaustion. H4: Emotional exhaustion will have negative relationship with cognitive happiness. H5: Emotional exhaustion will have negative relationship with emotional happiness. H6: Emotional exhaustion will have positive relationship with employee’s turnover intention. H7: Cognitive happiness will have negative relationship with employee’s turnover intention. H8: Emotional happiness will have negative relationship with employee’s turnover intention. Reliability and validity of the measurement items for the model testing were examined and all indicators of reliability and validity showed the satisfactory level. Based on the structural equation model analysis, we found that all the research hypotheses were statistically significant and accepted. Final results showed that social capital and person-organization fit reduces emotional exhaustion. Especially emotional exhaustion, cognitive happiness and emotional happinese were found to be some important factors which determine the level of employee’s turn over intention. This results represent that social capital and person-organization fit can be regarded as job resource for customer contact employee. We also found moderating effect that person-organization fit increases the negative effect of social capital on emotional exhaustion. Meanwhile, emotional exhaustion of customer contact employee reduced subjective well-being (cognitive happiness, emotional happiness) and increased turnover intension. Finally, We found that subjective well-being of customer contact employee reduces turnover intension.

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