심리적 임파워먼트와 조직시민행동의 관계에 대한 성취욕구의 조절효과 검증：부산지역 특급호텔 종사자를 중심으로

This study is aimed to examine a positive impact of psychological empowerment of employees on their organizational citizenship behaviors(OCBs), and moderating effect of the need for achievement(nAch) on relationship between psychological empowerment and OCBs. Because empowered employees believe that they are competent and autonomous and regard their tasks as important and valuable, they are more likely to be motivated to proactively perform OCBs and to show job responsibilities. Thus, we hypothesize that psychological empowerment is positively related to OCBs(H1). Meantime, psychological empowerment may not affect all employees in the same way. We suggest that the need for achievement can enhance positive impact of psychological empowerment on OCBs. Therefore, we hypothesize that nAch moderates the relationship between psychological empowerment and OCBs(H2). Specifically, we expect correlation between psychological empowerment and OCBs will be stronger amongst individuals with high nAch than amongst individuals with low nAch. To test the hypotheses proposed, data were obtained from a sample of customer-contact employees working for six luxury hotels in Busan Metropolitan City. 275 out of 330 questionnaires were returned from the six hotels(response rate 83.3%). After excluding 21 unusable cases which had unacceptable level of missing data, 254 cases were used for analysis. The survey consisted of nine measures: four dimensions of psychological empowerment, five dimensions of OCBs, and need for achievement. Psychological empowerment was defined and measured with four dimensions using Spreitzer’s(1995) scales: meaning, competence, self- determination, and impact. Podsakoff et al.’s(1990) scales were used to measure five dimensions of OCBs: altruism, courtesy, sportsmanship, conscientiousness, and civic virtue. Need for achievement was conceptualized as an employee’s tendency to strive to overcome obstacles and to accomplish challenging goals and measured with 5 items. In addition, we controlled for four demographic variables such as age, gender, length of service, and position. The results supported the hypothesis that the dimensions of psychological empowerment are positively related to the OCBs of service workers. Meaning had a significant positive impact on civic virtue, conscientiousness, and sportsmanship out of five dimensions of OCBs, and impact had a positive influence on only one dimension of OCBs(i.e., civic virtue). Competence was a significant predictor of altruism, courtesy, and sportsmanship at .10 significance level, but self-determination was not related to any dimensions of OCBs. These results imply that meaning and competence are more powerful predictors of OCBs than other types of empowerment. Therefore, empowered employees, especially those who feel their job is meaningful and believe they have the capacity to perform work activities with skills, are more actively engaged in the OCBs. It was found that the need for achievement had not only a direct impact on the OCBs but also a moderating effect on the relationship between meaning and OCBs. Contrary to the hypothesis that expected a stronger relationship between empowerment and OCBs among individuals with higher nAch, the result showed the that the impact of meaning on altruism and conscientiousness was significant and positive among employees with low nAch while it was not significant among employees with high nAch. This result implies that psychological empowerment plays a vital role in encouraging employees with low nAch to perform OCBs, but not necessarily for employees with high nAch since achievement-oriented employees tend to overcome obstacles and strive for challenging goals. These findings suggest that not only psychological empowerment but also employees’ need for achievement is important to induce employees to perform OCBs. The results have implication for human resource management policies as well as organizational intervention. Human resource managers should pay attention to employees’ nAch when they recruit and select new employees and train existing employees.