성격특성과 서비스지향적 조직시민행동간의 관계 및 지식공유의 매개역할

Abstract

In this era of cut-throat competition, service oriented organizational citizenship behavior is source of competitive advantage in service business industry, and securing core competency through customer service plays a pivotal role in ensuring the survival and growth of an service organization. This research focuses on knowledge sharing because it is critical factors in boosting service-oriented organizational citizenship behavior. Also, this research seeks to examine the personality traits of flight attendant as a predisposing factor affecting knowledge sharing. This study assumes that knowledge sharing can be an important process factor given that personality traits(extraversion, openness to experience, conscientiousness, agreeableness, emotional stability) propels knowledge sharing, and that knowledge sharing is a decisive factor in service-oriented organizational citizenship behavior. This study is an empirical analysis of the impact of personality traits on service-oriented organizational citizenship behavior and the mediating role of knowledge sharing based on materials collected from 302 flight attendants. The analysis showed that knowledge sharing actually has a positive effect on service-oriented organizational citizenship behavior. Extraversion, openness to experience, conscientiousness, agreeableness also turned out to have a positive influence on knowledge sharing, but not significant between emotional stability and knowledge sharing. Lastly, the study found that knowledge sharing played a mediating role in the relationship between extraversion, openness to experience, conscientiousness, agreeableness and service-oriented organizational citizenship behavior, but not significant mediating role of knowledge sharing between emotional stability and knowledge sharing. Based on these results, the stud has suggested implications of personality traits and knowledge sharing for service-oriented organizational citizenship behavior.

Key words : Personality traits, knowledge sharing, Service-oriented organizational citizenship behavior, Flight attendant