진성리더십이 간호사의 고객지향성과 서비스 OCB에 미치는 영향: 공감과 회복력의 매개효과

Abstract

ABSTRACT

The Effects of Authentic Leadership on Nurse’s Customer Orientation and Service OCB: Compassion and Resilience as A Mediators

Yim Heeyoon Advisor : Prof. Cho Yoonhyung, Ph.D. Department of Business Adminstration Graduate School of Chosun University

The recent emergence of authentic leadership has attracted attention as a leadership that is based on the authentic mission of the leaders and the clear perception of him/herself in the various modern leadership. Therefore, in this research I analyzed how the authentic leadership influenced customer orientation, service organization citizenship behavior and the mediate effect of compassion and resilience of nurse in the hospital organization. Survey was conducted on 196 nurses in hospital based on team to estimated accurate effect of authentic leadership. The results are as follows. First, the authentic leadership has positive significant effect on customer orientation, but there is no significant effect on the relationship between authentic leadership and service OCB. Second, the authentic leadership has influenced to increase compassion and resilience of nurses. Finally, compassion and resilience has mediated effect on the relationship between authentic leadership and customer orientation.

Key word: Authentic Leadership, compassion, resilience, customer orientation, service OCB