ESG 활동의 지각이 불러오는 조직동일시와 직무만족, 그리고 회사의 성과: 하이테크 콜센터 직원들을 중심으로

This study investigated how environmental, social, and governance (ESG) activity recognition influences organizational identification and job satisfaction. It selected high-tech call center employees, who perform both digital shadow and emotional labor, as study participants. Results of surveying these 264 call center employees of insurance companies in Gwangju were analyzed using SmartPLS4. Although employee recognition of the companies’ ESG activities related to the environment did not evoke organizational identification, that of ESG activities related to the social and governance structure had positive and significant impacts on organizational identification. In particular, ESG activities related to governance structure had a noticeable influence on organizational identification. Organizational identification was identified as an important variable influencing a company’s performance through job satisfaction. Moreover, the study explored the effect of the composite variable—composite ESG activity recognition, which integrates the areas of environmental, social, and governance—on organizational identification, job satisfaction, and company performance. This composite ESG activity recognition variable directly affected both organizational identification and company performance but not job satisfaction.