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영어

Today, as the industrial environment changes dramatically, businesses cannot rely solely on the insights of top executives like the past. Therefore, voice behavior of employees working at customer contact points are becoming increasingly important. Research on voice behavior has been ongoing since 2010 and recently related studies are increased. However, most of the related research is based on the actions of individuals with the superior and his / her subordinates and it focuses only on individual elements such as psychological characteristics, and it is a fact that systematic research is lacking compared with its importance. Therefore, in this research, we divide the preceding factors of voice behavior into three dimensions: organizational atmosphere, supervisor's leadership, and employee characteristics. And analyze systematically the influence of these factors on voice behavior. In particular, these three dimensions were considered to have different effects on the voice behavior according to the psychological characteristics of the individual, self - efficacy, and analyzed the control effect of the self - efficacy between the preceding factors and the voice behavior. The model is presented below

. As a result of the analysis, it was found that service climate and voice safety had a positive (+) effect on the voice behavior of the domestic bank PB in the dimension of organizational atmosphere. And also found that empowerment and supervisor's consultation had a positive effect on the PB in the dimension of supervisor’s leadership. Lastly, found that customer orientation had a positive (+) effect on the voice behavior of the domestic bank PB in the dimension of employee characteristics. However, service orientation at organizational atmosphere level did not have a significant influence on voice behavior. PB's efficacy of voice behavior was found to have a significant moderating effect only on service climate, voice safety. The effect of the service climate on the voice behavior was found to be significantly higher in the group with high level of voice behavior efficacy, while the effect of the voice safety on the voice behavior was found to be significantly higher in the group with low level of voice behavior efficacy.