서비스 자기효능감과 책임감이 서비스지향 조직시민행동에 미치는 영향: 진성리더십의 조절효과

Abstract

Based on social cognitive theory and social exchange theory, this study was to investigate the relationship between service self-efficay, service reponsibiliy and service-oriented organizational citizenship behavior(OCB). Also we examined the moderate effect of authentic leadership on the service self-efficacy, responsibility and service-oriented OCB relationship. Authentic leadership was consist of self-awareness and self-regulation. service-oriented OCB was divied by loyalty, delivery and participation. we were gathered overall(high order) impact of authentic leadership and service-oriented OCB. We set the direct and moderate effect hypotheses. To test hypotheses, total of 220 questionnaires are used for analysis. To overcome the common method problems, 2nd time collect questionnaires with time lag of three months. The results of study are as follows. First, service self-efficay and service responsibility increased service-oriented OCB. Second, authentic leadership increased service-oriented OCB. Third, authenctic leadership moderate service responsibilty on service-oriented OCB. We found that service self-efficacy, service responsibility are determinants of service-oriented OCB and authentic leadership as a context role of those of relationship. Hospitals provide medical services, which more build up and focus on training program for high on self-efficacy, responsibility and authentic ledership, which in turn service-oriented OCB increased.