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호텔종사원이 지각하는 고객불량행동과 직무소진, 고객지향성의 구조적 관계: 소명의식의 조절효과를 중심으로

The Structural Relationships among Perceived Customer Dysfunctional Behavior, Job Burnout, and Customer Orientation in Hotel Employees : Focusing on the moderating effect of calling

김기성
한국해양관광학회 (Korea Marine Tourism Society)|2023.09|해양관광학연구 (Journal of Marine Tourism Research)|제16권 제3호|pp. 229-247|DOI 10.22929/jmtr.2023.16.3.013

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참고문헌

키워드

직무소진Calling고객지향성Customer Orientation소명의식고객불량행동Job BurnoutCustomer Dysfunctional Behavior
주제분류학제간연구

초록

The purpose of this study is to investigate the individual variables of hotel employees’ customer dysfunctional behavior, job burnout, customer orientation and calling, and further to analyze their relationships comprehensively. For this study, a questionnaire survey of employees who served for five-star hotels located in Busan and Jeju was conducted, and as for the sampling method, convenience sampling was used. The results of hypothesis testing are as follows: First, it was found that the hotel employees’ customer dysfunctional behavior had significant positive (+) effects on their job burnout, showing that the higher their perceived customer dysfunctional behavior, the higher their job burnout. Second, it was found that the hotel employees’ job burnout had significant negative (-) effects on their customer orientation. Third, it was found that the influence of the hotel employees’ customer dysfunctional behavior on their job burnout varied according to the levels of their calling, and thus the moderating effect of a sense of calling was confirmed. It may be said that this study upholds notable significance to the verification of relationship between hotel employees’ customer dysfunctional behavior and their job burnout. Furthermore, the importance of this study rests on the fact that it is an empirical study that used calling as a moderator in order to identify a psychological mechanism that moderates the positive effects of hotel employees’ customer dysfunctional behavior on job burnout.

Abstract

The purpose of this study is to investigate the individual variables of hotel employees’ customer dysfunctional behavior, job burnout, customer orientation and calling, and further to analyze their relationships comprehensively. For this study, a questionnaire survey of employees who served for five-star hotels located in Busan and Jeju was conducted, and as for the sampling method, convenience sampling was used. The results of hypothesis testing are as follows: First, it was found that the hotel employees’ customer dysfunctional behavior had significant positive (+) effects on their job burnout, showing that the higher their perceived customer dysfunctional behavior, the higher their job burnout. Second, it was found that the hotel employees’ job burnout had significant negative (-) effects on their customer orientation. Third, it was found that the influence of the hotel employees’ customer dysfunctional behavior on their job burnout varied according to the levels of their calling, and thus the moderating effect of a sense of calling was confirmed. It may be said that this study upholds notable significance to the verification of relationship between hotel employees’ customer dysfunctional behavior and their job burnout. Furthermore, the importance of this study rests on the fact that it is an empirical study that used calling as a moderator in order to identify a psychological mechanism that moderates the positive effects of hotel employees’ customer dysfunctional behavior on job burnout.

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