職務스트레스에 따른 航空社 職員 細分化 硏究

• 영문명: Segmenting Customer Service Employees in the Airline Industry by the Occupational Role Stress Factors
• 발행기관: 한국관광학회
• 저자명: 조주은 최환석
• 간행물 정보: 『관광학연구』제33권 제7호, 437~457쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.12.31

영문 초록

The causal relationships between occupational stress factors and other job related factors such as satisfaction and turnover intention have been extensively researched in tourism and hospitality field. However, no known study has examined how occupational role stress factors can be used to segment customer service employees in the airline industry. A cluster analysis of 3 occupational role stress factors, including overload, conflict, and ambiguity indicated that 318 employees could be classified into four lucrative segments: lack of communication group, high stress group, stress coping group, and lack of role understanding group. The following variables were statistically significant different among the four segments: age, gender, income, education, occupation, marital status, job tenure, job status, supervisor support, emotional exhaustion, job satisfaction, and turnover intention. This study also discusses managerial implications.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사설계

Ⅳ. 실증 분석 결과

Ⅴ. 결론

참고문헌

키워드

직무 스트레스 역할과다 역할모호 역할갈등 이직의도 세분화 고객 응대 직원 Role stress Role ambiguity Role overload Role conflict Turnover intention Segmentation Customer-contact employees