서비스 종업원의 직무불안정성이 임파워먼트와 서비스 성과에 미치는 영향: 회복탄력성의 조절 효과를 중심으로

초록

Purpose: With the expansion of 4th Industrial Revolution technologies, which are considered as the main drivers of service productivity, job insecurity among service employees is increasing. Amidst numerous predictions that service employees will become sacrificial lambs for service productivity, the perceived job insecurity is believed to be a crucial factor determining service performance, rather than joust personal stress. This study examines the effect of perceived job insecurity on service performance through empowerment. Also we identified resilience as a boundary condition that weakens the negative relationship between job insecurity and empowerment. Research design, data, and methodology: To test the proposed hypotheses, a total sample of 301 service employees working in various service organizations (e.g. airlines, banks, hotel, retailing) in South Korea was obtained. Also we tested our hypotheses via Process 3.5 macro and Bootstrapping. Results: The results confirmed that service employees’ perception of empowerment mediates the relationship between job insecurity and service performance. Third, service employees’ resilience moderates the relationship between job insecurity and empowerment, such that the negative relationship between job insecurity and empowerment was weaken for service employees experiencing a high level of resilience. Finally, resilience moderates the indirect effect of job insecurity on service performance through empowerment, such that this indirect effect is weaker when resilience is high than when it is low. Implications: Distinct from research that have examined service employees’ service performance, this research uncovers the role of job insecurity and empowerment in various service area. The findings contribute to service theory and practice by providing novel insights into the interplay between job insecurity and resilience.

키워드