상사의 적극적 공감 경청이 Z세대 신입사원의 이직 의도와 조직 시민 행동에 미치는 영향: 정서적 조직 몰입과 이의 제기 성향의 연쇄적 매개효과

초록

This study examines supervisors’ active empathetic listening among Generation Z newcomers, who highly value open communication and emotional receptivity. Specifically, the research investigates how supervisors’ active empathetic listening affects employees’ dissent expression and key organizational outcomes, and empirically tests the mediating role of affective organizational commitment. An online survey was conducted with Generation Z employees born between 1995 and 2004 who had between 1 and less than 3 years of organizational tenure. The study analyzed the relationships among supervisors’active empathetic listening, affective organizational commitment, dissent expression, organizational citizenship behavior, and turnover intention using the PROCESS macro. The results revealed that supervisors’ active empathetic listening significantly increased employees’ affective organizational commitment, which differentially mediates the relationship between dissent expression and organizational outcomes. Overall, the findings highlight supervisors’ listening as a key communication mechanism and suggest that dissent among Generation Z newcomers can function as a strategic form of communication that supports employee retention and organizational contribution.

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