호텔기업 고객접점 종사원의 고객관계 스트레스가 직무소진, 이직의도에 미치는 영향 관계 연구

Abstract

This study aims to explore the relationship between Customer Relation Stress, Job Burnout, and Turnover Intention among Hotel Contact Employees and to provide fundamental data for establishing concrete solutions to manage employee stress in hotel businesses. To achieve the research objective, the study empirically analyzed the causal relationships among Customer Relation Stress, Job Burnout, and Turnover Intention, which were derived through a literature review. For empirical analysis, a total of 210 self-administered questionnaires were distributed to Hotel Contact Employees working in four and five-star hotels. After excluding 13 responses due to incomplete or inconsistent answers, 197 valid responses were used for the final analysis. To test the hypotheses, the study utilized the SPSS statistical package, conducting frequency analysis to examine demographic characteristics, factor analysis, and reliability analysis. Additionally, regression analysis was performed to investigate the relationships between the variables. The analysis results indicate that Customer Relation Stress significantly affects both Job Burnout and Turnover Intention, while Job Burnout also influences Turnover Intention. These findings suggest that hotel businesses should implement strategies to manage stress effectively in order to reduce Job Burnout and mitigate Turnover Intention among Hotel Contact Employees