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코로나19 팬데믹 이후 여행사 직원의 고용불안이 직무만족과 고객지향성에 미치는 영향

The Effects of Travel Agency Employee’s Job Insecurity on Job Satisfactioon and Customer Orientation after the Covid-19 Pandemic

고주희
한국외식산업학회 (The Korean Foodservice Association)|2024.04|한국외식산업학회지 (FoodService Industry Journal)|제20권 제2호|pp. 167-180|DOI 10.22509/kfsa.2024.20.2.011

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참고문헌

키워드

Job SatisfactionCustomer OrientationJob InsecurityTravel Agency
주제분류관광학

초록

This study verified the relationship between employees' job insecurity, job satisfaction, and customer orientation in order for travel agencies to secure and maintain excellent human resources and improve long-term growth and competitiveness after the COVID-19 pandemic. Based on the research results, practical implications were presented for maintaining stable and continuous employment of travel agency employees. The survey subjects were selected as employees of the top 20 travel agencies based on billing and settlement plan, and researchers visited the companies and conducted an on-site survey. The survey was conducted for 30 days from September 1 to 30, 2023, and ultimately 299 valid questionnaires were used for analysis. Research results showed that job insecurity had a negative effect on job satisfaction. Job insecurity was found to have a negative effect on voluntary customer orientation, but its influence on business customer orientation was found to be insignificant. In addition, job satisfaction was found to have a positive effect on both voluntary and business customer orientation. These research results contribute to research on human resource management of travel agencies after the COVID-19 pandemic.

Abstract

This study verified the relationship between employees' job insecurity, job satisfaction, and customer orientation in order for travel agencies to secure and maintain excellent human resources and improve long-term growth and competitiveness after the COVID-19 pandemic. Based on the research results, practical implications were presented for maintaining stable and continuous employment of travel agency employees. The survey subjects were selected as employees of the top 20 travel agencies based on billing and settlement plan, and researchers visited the companies and conducted an on-site survey. The survey was conducted for 30 days from September 1 to 30, 2023, and ultimately 299 valid questionnaires were used for analysis. Research results showed that job insecurity had a negative effect on job satisfaction. Job insecurity was found to have a negative effect on voluntary customer orientation, but its influence on business customer orientation was found to be insignificant. In addition, job satisfaction was found to have a positive effect on both voluntary and business customer orientation. These research results contribute to research on human resource management of travel agencies after the COVID-19 pandemic.

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