노인 장기요양시설 종사원이 지각하는 사회적 지지가 서비스지향성과 고객지향성에 미치는 영향 : 직무스트레스, 조직몰입의 매개효과

Abstract

The purpose of this study is to propose discriminative management strategy to long-term care facility based on the empirical analysis after reviewing the effect of social support, perceived by long-term care facility employees, to service orientation and customer orientation. and the mediating effect of job stress, organizational commitment. For this study the social support has been consisted of emotional support, informational support, tangible support and appraisal support. also organizational commitment has been consisted of affective commitment, continuance commitment, normative commitment. but job stress have been consisted by single variable. A survey questionnaire was distributed to 470 customers in long-term care facility in jeju and 453 responses were collected, 18 responses were deleted lacking proper information fill in. A descriptive statistical analysis was applied to the remaining 435 responses. The statistical techniques used for carrying out hypothesis-testing are EFA(Exploratory Factor Analysis), multiple-regression analysis, mediation effect in SPSS 18.0. The empirical results are summarized as follows, First, social support for long-term care facility employees has a negative(-) effect to job stress. Test results, social support factors except of appraisal support had a negative impact on job stress. Second, social support has a positive(+) effect to organizational commitment. Test results, informational support, tangible support and appraisal support was significant effect organizational commitment. However, emotional support had a positive impact on affective commitment, normative commitment. Third, social support has a positive(+) effect to service orientation and customer orientation. Test results, had a positive impact. Fourth, job stress has a negative(-) effect to organizational commitment. Test results, employee's continuance commitment and normative commitment was significant negative effect job stress. However, affective commitment was no significant impact. Fifth, job stress has a negative(-) effect to service orientation and customer orientation. Test results, had a negative impact. Sixth, organizational commitment has a positive(+) effect to service orientation and customer orientation. Test results, had a positive impact. Seventh, job stress and organizational commitment will be acts as an intermediary the social support and service orientation, customer orientation of long-term care facility employees. Test results, job stress and organizational commitment was mediated effect of service orientation, customer orientation of long-term care facility employees. In the above results, We have the following marketing implications. First, that it should be a change in the social perception of long-term care facility. 'Long-Term Care Insurance for The Elderly' was enacted to emphasize social responsibility for the elderly problems as a new system. Enactment of this Act was expected to improve the quality of life of the people by stabilizing the elderly life and reducing the burden of families. Therefore, long-term care facility system as efficiently as possible will have to make a plan for systematic and organizational support. Second, the efforts of facility managers in a way as to minimize job stress of employees is necessary. Accordingly, so as to do perform spontaneous work is required comfortable working environment and management. Third, the systematic education and training to employee for service-oriented and customer-oriented behavior of the facility will be required. This study, however, reveals several limitations as followings, First, this study is only for employees of long-term care facility because there is a limit to generalize the findings are. Second, selection of the sample of the survey in Jeju area of long-term care facility and because the survey sample is representative some deficiencies that will strip.