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호텔·컨벤션 종사원의 혼잡지각이 직무성과에 미치는 영향 : 사회적 지지 추구 대처의 조절효과

The effects on the Hotel·Convention Employee` Perceived Crowding on Job Performance: The Moderate Effects of Social Support Coping Strategy

김봉철
한국마이스관광학회 (Korea MICE Tourism Society)|2013.12|MICE관광연구 (JOURNAL OF MICE & TOURISM RESEARCH)|제13권 제3호|pp. 119-140

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참고문헌

키워드

Job stressSocial supportJob performanceCrowding(집단)Job stress(직무 스트레스)Job performance(직무성과)Social support(사회적지지)Crowding

초록

Employees play an important role in hotel and convention service area that affect evaluation of customer satisfaction. Customer density and crowding experience influencing employees job performance have been regarded as a key environmental variable. The purpose of this study is to examine how customer crowding affects service employees’ job stress and their job performance. The moderate effects of social support coping strategy was investigated between job stress and job performance for the managerial suggestions. Total of 322 questionnaires were obtained and utilized for empirical analysis. SPSS version 18.0 and AMOS version 20.0 were used as an analysis tool. Findings of this study are 1) customer crowding and job stress was positively related, 2) job stress and job performance was negatively related, 3) job stress had a mediator effects, when customer crowding affects job performance. Lastly, in a relationship between job stress and job performance, social support coping strategy had a moderate effects.

Abstract

Employees play an important role in hotel and convention service area that affect evaluation of customer satisfaction. Customer density and crowding experience influencing employees job performance have been regarded as a key environmental variable. The purpose of this study is to examine how customer crowding affects service employees’ job stress and their job performance. The moderate effects of social support coping strategy was investigated between job stress and job performance for the managerial suggestions. Total of 322 questionnaires were obtained and utilized for empirical analysis. SPSS version 18.0 and AMOS version 20.0 were used as an analysis tool. Findings of this study are 1) customer crowding and job stress was positively related, 2) job stress and job performance was negatively related, 3) job stress had a mediator effects, when customer crowding affects job performance. Lastly, in a relationship between job stress and job performance, social support coping strategy had a moderate effects.

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