한국콘텐츠학회논문지 (The Journal of the Korea Contents Association)

  • 제17권3호
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  • Pages.359-369
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  • 2017
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  • 1598-4877(pISSN)
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  • 2508-6723(eISSN)
한국콘텐츠학회 (The Korea Contents Association)
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상이한 성과급 분배 방식과 피드백 제공 여부가 근로자의 수행에 미치는 상대적 효과 비교

The Relative Effects of Individual vs. Group Monetary Incentive Systems with and without Feedback on Work Performance

  • 투고 : 2017.02.13
  • 심사 : 2017.02.28
  • 발행 : 2017.03.28
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초록

본 연구의 목적은 상이한 성과급 분배 방식이 근로자들의 수행에 미치는 효과가 수행 피드백의 제공 여부에 따라 어떻게 변화하는지 검증하는 것이었다. 서울에 위치한 G 주유소에 근무하는 5명의 근로자들이 실험에 참여하였다. 성과급 분배 방식(동등분배 집단 성과급, 개인 성과급)과 피드백의 제공 여부가 본 연구의 독립변인으로 설정되었으며, 종속변인은 참가자들이 핵심 고객 서비스 행동 5가지를 수행한 비율이었다. ABCAB'C' 피험자 내 설계가 적용되었으며 기저선 조건(A) 후 동등분배 집단 성과급 조건(B)이 제시되었고 이어서 개인 성과급 조건(C)이 제시되었다. 철회(A) 이후 다시 동등분배 집단 성과급 + 피드백 조건(B')과 개인 성과급 + 피드백 조건(C')이 차례로 제시되었다. 연구 결과 수행에 대한 피드백이 제공되지 않는 단계에서는 개인 성과급 조건에서 동등분배 집단 성과급 조건 보다 참가자들의 수행이 더 높게 나타났다. 그러나 수행에 대한 피드백이 제공되는 단계에서는 동등분배 집단 성과급과 개인 성과급 조건 간 참가자들의 수행 차이는 나타나지 않았다.

The purpose of this study was to examine whether the effect of feedback would mask the performance differences that would result from different incentive pay distribution. Five critical service behaviors were identified and measured daily at a gas station located in Seoul. Participants were 5 employees working at the gas station. Independent variables were the types of incentive distribution and feedback. After baseline (A), equally-distributed group incentive condition (B) was introduced, and individual incentive condition (C) was introduced in the next phase. Then, after the withdrawal condition (A'), equally-distributed group incentive with feedback condition (B') was introduced and finally, the individual incentive with feedback condition (C') was introduced. The results suggested that all employees showed higher work performance under individual incentive than equally-distributed group incentive system when feedback were not delivered. However, there was no difference in work performance between two incentive conditions in the phases in which feedback were delivered. These findings suggest that feedback can reduce performance differences between equally-distributed group incentives and individual incentives.

키워드

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