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세계 경제는 급속하게 변화 및 발전하고 있고 정보통신 기술의 발전은 변화의 속도를 가속시키고 있으며 기업들은 더욱 치열한 경쟁 속으로 내몰리고 있다. 이러한 무한 경쟁 현실을 극복하고 지속가능한 생존을 위하여 다양한 인력자원의 중요성이 대두되었다. 기술의 진보, 경쟁의 심화 및 소비자 요구의 다양화 등의 변화는 개인과 집단 그리고 조직 간의 이해관계가 복잡해지고 이에 따라 집단이나 조직을 가장 효과적으로 이끌어갈 수 있는 역량있는 리더의 중요성이 더욱 커지고 있다.
금융기관 특히 은행 조직의 경우에는 각 영업점이 독립채산제로 운영되고 있고 개별 영업점의 성과가 그 영업점에 속한 지점장과 직원들의 성과급을 결정하는 척도가 되고 있어 카리스마 리더십으로 영업점의 성과를 이끌어내던 지점장의 영업 리더 방식이 더 이상 조직구성원들의 공감을 끌어내지 못하는 한계에 부딪히게 되었다. 또한 인터넷과 모바일의 발달로 은행을 직접방문하는 고객의 감소와 그에 따른 영업점 축소 및 폐쇄가 이루어지고 있고 직원 수 또한 줄어들고 있어 이전보다 훨씬 적은 인원으로 동일한 성과를 달성해야 하는 상황에서 지점장의 리더십에 따라 성과가 달라지는 현상을 보여 지점장의 리더십이 성과의 중요한 변수로 작용하고 있다. 이에 따라 소수 인원으로 운영되는 은행 조직의 특성상 직원들의 협력 없이 성과달성이 어려운 현실에서 일방적인 카리스마 리더십보다는 감성리더십을 통해 직원과 협력하여 성과를 이루어내려는 리더십의 변화가 일어나고 있다. 또한 과거 성과 위주의 카리스마 리더십에 상처받은 은행직원들이 감성리더십에
근거한 리더십의 변화에 긍정적인 반응을 보여 달라진 영업환경에 적합한 새로운 리더십의 필요성이 요구되고 있다. 따라서 본 연구에서는 은행 지점장의 감성리더십이 직원들의 자기 효능감과 직무열의를 통하여 혁신행동과 고객지향성에 유의한 효과를 발휘하는지 연구를 진행하였다.
이러한 연구목적을 달성하기 위해 부산 경남지역에 근무하는 H은행 직원들을 대상으로 2019년 7월 1일부터 7월 30일까지 30일간 설문조사를 실시하였다. 총 350부를 배포하여 이 중 345부를 회수했으며, 오류 표기로 인한 24부를 제외한 총 321부를 최종 유효 표본으로 하여 실증분석을 실시하였으며분석 결과 다음과 같은 연구 결과가 도출되었다.
첫째, 감성리더십의 구성요소인 개인적 능력은 자기효능감에 유의한 정(+)의 영향을 미치고, 또한 감성리더십의 사회적 능력 역시 자기효능감에 유의한 정(+) 영향을 미치는 것으로 나타났다.
둘째, 자기효능감은 직무열의에, 직무열의는 혁신행동과 고객지향성에 유의한 정(+)의 영향을 미치는 것으로 나타났다.
셋째, 자기효능감 역시 고객지향성에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 그러나 자기효능감은 혁신행동에는 유의한 영향을 미치지 않는 것으로 나타났다.
이러한 분석결과는 은행지점장이 감성리더십을 발휘할 경우 조직구성원의 자기효능감과 직무열의에 유의한 영향을 미치고 고객지향성에도 영향을 미쳐 결국 조직의 성과를 향상시킬 수 있을 것이라는 판단을 갖게 한다. 또한 이러한 연구결과를 바탕으로 학습을 통한 감성리더십의 효율적인 관리방안이 절실하게 필요하다고 할 수 있다. 따라서 본 연구 결과에 따른 감성리더십에 대한 적극적인 검토로 현실적인 변화와 적용에 어떻게 적용할 것인가에 대한 적극적인 검토가 필요하다.
금융기관 특히 은행 조직의 경우에는 각 영업점이 독립채산제로 운영되고 있고 개별 영업점의 성과가 그 영업점에 속한 지점장과 직원들의 성과급을 결정하는 척도가 되고 있어 카리스마 리더십으로 영업점의 성과를 이끌어내던 지점장의 영업 리더 방식이 더 이상 조직구성원들의 공감을 끌어내지 못하는 한계에 부딪히게 되었다. 또한 인터넷과 모바일의 발달로 은행을 직접방문하는 고객의 감소와 그에 따른 영업점 축소 및 폐쇄가 이루어지고 있고 직원 수 또한 줄어들고 있어 이전보다 훨씬 적은 인원으로 동일한 성과를 달성해야 하는 상황에서 지점장의 리더십에 따라 성과가 달라지는 현상을 보여 지점장의 리더십이 성과의 중요한 변수로 작용하고 있다. 이에 따라 소수 인원으로 운영되는 은행 조직의 특성상 직원들의 협력 없이 성과달성이 어려운 현실에서 일방적인 카리스마 리더십보다는 감성리더십을 통해 직원과 협력하여 성과를 이루어내려는 리더십의 변화가 일어나고 있다. 또한 과거 성과 위주의 카리스마 리더십에 상처받은 은행직원들이 감성리더십에
근거한 리더십의 변화에 긍정적인 반응을 보여 달라진 영업환경에 적합한 새로운 리더십의 필요성이 요구되고 있다. 따라서 본 연구에서는 은행 지점장의 감성리더십이 직원들의 자기 효능감과 직무열의를 통하여 혁신행동과 고객지향성에 유의한 효과를 발휘하는지 연구를 진행하였다.
이러한 연구목적을 달성하기 위해 부산 경남지역에 근무하는 H은행 직원들을 대상으로 2019년 7월 1일부터 7월 30일까지 30일간 설문조사를 실시하였다. 총 350부를 배포하여 이 중 345부를 회수했으며, 오류 표기로 인한 24부를 제외한 총 321부를 최종 유효 표본으로 하여 실증분석을 실시하였으며분석 결과 다음과 같은 연구 결과가 도출되었다.
첫째, 감성리더십의 구성요소인 개인적 능력은 자기효능감에 유의한 정(+)의 영향을 미치고, 또한 감성리더십의 사회적 능력 역시 자기효능감에 유의한 정(+) 영향을 미치는 것으로 나타났다.
둘째, 자기효능감은 직무열의에, 직무열의는 혁신행동과 고객지향성에 유의한 정(+)의 영향을 미치는 것으로 나타났다.
셋째, 자기효능감 역시 고객지향성에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 그러나 자기효능감은 혁신행동에는 유의한 영향을 미치지 않는 것으로 나타났다.
이러한 분석결과는 은행지점장이 감성리더십을 발휘할 경우 조직구성원의 자기효능감과 직무열의에 유의한 영향을 미치고 고객지향성에도 영향을 미쳐 결국 조직의 성과를 향상시킬 수 있을 것이라는 판단을 갖게 한다. 또한 이러한 연구결과를 바탕으로 학습을 통한 감성리더십의 효율적인 관리방안이 절실하게 필요하다고 할 수 있다. 따라서 본 연구 결과에 따른 감성리더십에 대한 적극적인 검토로 현실적인 변화와 적용에 어떻게 적용할 것인가에 대한 적극적인 검토가 필요하다.
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Ⅰ. 서 론 ················································································································ 11. 연구배경 및 목적························································································· 11) 연구 배경 ·································································································· 12) 연구 목적 ·································································································· 42. 연구의 범위와 방법····················································································· 61) 연구의 범위 및 방법·············································································· 62) 연구의 흐름도·························································································· 8Ⅱ. 이론적 배경 ··································································································· 91. 감성리더십(Emotional Leadership) ·························································· 91) 감성리더십의 개념·················································································· 92) 감성리더십의 구성요소 ········································································ 133) 감성리더십의 선행연구 ········································································ 172. 자기효능감(Self-Efficacy) ······································································· 201) 자기효능감의 개념················································································ 202) 자기효능감의 형성요인 ········································································ 223) 자기효능감의 선행연구 ········································································ 243. 직무열의(Job Engagement) ····································································· 281) 직무열의의 개념···················································································· 282) 직무열의의 구성요소············································································ 293) 직무열의 관련 선행연구 ······································································ 304. 혁신행동(Innovative Behavior) ······························································ 321) 혁신행동의 개념···················································································· 322) 혁신행동의 구성요소············································································ 333) 혁신행동의 선행연구············································································ 345. 고객지향성(Customer Orientation) ························································ 351) 고객지향성의 개념················································································ 352) 고객지향성의 구성요소 ········································································ 373) 고객지향성에 대한 선행연구 ······························································ 39Ⅲ. 연구의 설계 ································································································· 411. 연구모형······································································································· 412. 연구가설 ······································································································· 411) 감성리더십과 자기효능감 간의 관계················································ 412) 자기효능감과 직무열의 간의 관계 ···················································· 433) 직무열의와 혁신행동 간의 관계 ······················································ 444) 직무열의와 고객지향성 간의 관계 ·················································· 455) 자기효능감과 혁신행동 간의 관계 ·················································· 466) 자기효능감과 고객지향성 간의 관계 ·············································· 473. 변수의 조작적 정의 및 측정도구 ··························································· 471) 감성 리더십의 조작적 정의 및 측정도구 ········································ 492) 자기효능감의 조작적 정의 및 측정도구 ·········································· 503) 직무열의의 조작적 정의 및 측정도구·············································· 514) 혁신행동의 조작적 정의 및 측정도구·············································· 515) 고객지향성의 조작적 정의 및 측정도구 ·········································· 524. 자료수집 및 분석방법 ················································································· 52Ⅳ. 실증분석 ······································································································· 541. 표본의 인구통계학적 특성 ······································································· 542. 타당성과 신뢰성 분석··············································································· 551) 탐색적 요인분석 ···················································································· 572) 확인적 요인분석 ···················································································· 603. 상관관계 분석 ····························································································· 634. 가설검증 ····································································································· 64Ⅴ. 결론 ··············································································································· 691. 연구결과의 요약 및 시사점 ····································································· 691) 연구결과의 요약 ···················································································· 692) 시사점 ···································································································· 712. 연구의 한계와 향후 연구 방향 ······························································· 72참고문헌 ·············································································································· 74영문초록 ·············································································································· 91설문지 ·················································································································· 94
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