Journal of Industrial Convergence (산업융합연구)

DAEHAN Society of Industrial Management (대한산업경영학회)
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The effect of the growth needs on customer orientation of staff at welfare centers for people with disabilities : Focusing on the mediation effect of participative decision making

장애인복지관 종사자의 성장욕구가 고객지향성에 미치는 영향 : 참여적 의사결정의 매개효과를 중심으로

  • Shin, Eun-Kyoung (Dept of social welfare, Dankook University) ;
  • Son, Da-Jin (Dept. of social welfare, Graduate school of Sungkonhoe University)
  • 신은경 (단국대학교 사회복지학과) ;
  • 손다진 (성공회대학교 일반대학원 사회복지학과)
  • Received : 2022.06.30
  • Accepted : 2022.09.20
  • Published : 2022.09.28
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Abstract

The purpose of this study was to verify influences of growth needs of staff at the welfare center for people with disabilities on customer orientation and mediation effect of participative decision-making on this relationship. For this purpose, we conducted a survey of 900 staff at welfare centers for people with disabilities nationwide, and 847 data were finally analysed. In order to verify mediation effect of participative decision-making, the hierarchical regression model proposed by Baron and Kenny was conducted. The main results were as follows. First, growth needs influenced positively on customer orientation. Second, participative decision-making mediated this relationship. Based on findings, this study suggested alternatives in terms of individual and organizational aspects to improve customer orientation of them.

이 연구는 장애인복지관 종사자의 성장욕구가 고객지향성에 미치는 영향과 이에 대한 참여적 의사결정의 매개효과를 검증하는 것을 목적으로 수행되었다. 연구 목적을 달성하기 위해 전국 장애인복지관 종사자를 대상으로 설문조사를 실시하였으며, 최종적으로 총 847부의 설문지를 분석하였다. 참여적 의사결정의 매개효과를 확인하기 위해 Baron과 Kenny가 제시한 3단계 위계적 회귀분석을 진행하였으며, 주요 분석결과는 다음과 같다. 첫째, 성장욕구는 고객지향성에 긍정적인 영향을 미쳤다. 둘째, 참여적 의사결정은 성장욕구와 고객지향성 간의 관계를 매개하였다. 이러한 연구결과를 바탕으로 장애인복지관 종사자의 고객지향성 제고를 위해 개인적인 차원과 조직적인 측면에서의 방안을 제언하였다.

Keywords

Acknowledgement

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea (NRF-2018S1A5A2A03036200).

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