고성과작업시스템에 대한 종업원의 인지도가 종업원의 고객지향 영역초월행동에 미치는 영향에 관한 연구

This study empirically tested the impacts of High-Performance Work System(HPWS) on worker commitment and ultimately on employees' customer oriented boundary spanning behavior(COBSB) in service industry. We noted that customers' intimate contact with employees' service quality plays a critical role in organizational performance especially in the service sector such as banking industry, and this employee-level (stakeholder oriented) performance has been generally neglected in the literature. As three major components of HPWS, we analyzed each effect of i) employee participation in decision-making, ii) employee participation in financial return, and iii) investment in training and education on worker commitment and ultimately on COBSB; we further differentiated COBSB into three components of i) external representation behavior, ii) internal influence behavior, and iii) service delivery behavior. Based on the survey data which was conducted against 1,210 employees in four major banks in Korea, a series of multi-variate regression analysis was used to examine the hypotheses of this study. Empirical results of this study generally supports the positive relationships among HPWS, worker commitment, and COBSB. The relationships between i) HPWS and organizational commitment, and ii) HPWS and COBSB were partially positive, while the positive relationship between organizational commitment and COBSB was entirely supported with the statistical significance. Unlike most previous studies on HPWS which have focused on internal organizational efficiency and internal stakeholder (i.e., employee) attitude, findings of this study implies that effects of HPWS may expand to external stakeholder relationship, which provides an important direction in the literature of human resource management with the perspective of strategic stakeholder management paradigm.