비인격적 감독이 고객지향성에 미치는 영향 : 일-삶의 균형의 매개효과, 조절초점의 조절효과

Abstract

In this study, we examined the influence of impersonal supervision on customer orientation. In relation to these variables, through what process does impersonal supervision lead to customer orientation through mediation of work-life balance, adjustment of adjustment focus (prevention, improvement), and verification of the adjusted mediation effect? as a mediator of the day-life balance, and what kind of context is reflected in impersonal supervision lowering the balance of the day life is explained as the regulatory focus (prevention, improvement). We also examined mediated mediation effects that consider both process and context. Research hypotheses set hypotheses about direct mediation, regulation, and mediated mediation effects, and the verification of the hypotheses was conducted by questionnaires to nurses and medical articles at hospitals in Gwangju Metropolitan City and Jeollanam-do, with a total of 289. I used a departmental questionnaire. The results are as follows. First, impersonal supervision lowered customer orientation. Also, the impersonal director lowered work-life balance. Second, work-life balance was more customer-oriented. Third, work-life balance mediated the relationship between impersonal supervision and customer orientation. In other words, the impact of impersonal supervision on customer orientation is achieved through the mediation of daily life. Fourth, the relationship between impersonal supervision and work-life balance was regulated by regulatory focus (prevention and improvement). We found that when the preventive focus was high, the influence of impersonal supervision to lower work-life balance was buffered. On the other hand, when the improvement focus was high, it was found that the impersonal supervisor's influence on lowering work-life balance was further expanded.