호텔 종사자의 Push-Pull-Mooring 요인과 이직의도 차이 분석 - 객실·식음료·조리 부서 비교 -

Abstract

This study aims to examine the differences in Push Pull Mooring (PPM) factors and turnover intention among hotel employees across three core departments rooms, food and beverage (F&B), and culinary in five-star hotels located in Seoul, South Korea. Using data collected from 290 respondents, one-way ANOVA was conducted to identify mean differences among departments. The results revealed significant interdepartmental differences in turnover intention and all PPM dimensions. Specifically, F&B employees exhibited the highest level of turnover intention and job stress (Push factors), while culinary employees showed stronger perceptions of external job alternatives (Pull factors). Conversely, room department employees reported higher levels of switching cost and organizational identification (Mooring factors), resulting in lower turnover intentions. The findings provide empirical evidence that turnover intentions vary across departments depending on distinct job environments and psychological conditions. Academically, this study expands the application of the PPM framework from consumer and tourism behavior to human resource management in the hospitality sector. From a managerial perspective, the study suggests that hotels should adopt differentiated HR strategies: mitigating emotional labor and workload in F&B departments, strengthening career development and retention programs in culinary departments, and reinforcing social bonding and organizational support in room divisions. Finally, limitations and future research directions are discussed, emphasizing the need for longitudinal and multi-level analyses.