고객의 불평행동이 외식종사원의 직무 스트레스 및 이직의도에 미치는 영향

• 영문명: A Study on Effects of Customer’s Complaining Behavior on Job Stress and Turnover Intention of Food Service Employee: Self-Efficacy as Moderating Variable
• 발행기관: 관광경영학회
• 저자명: 김동진 우영민
• 간행물 정보: 『관광경영연구』제23권 제4호, 309~329쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.07.31

영문 초록

The purpose of this study is to identify the influence of customer’s complaining behavior on the job stress and turnover intention of food service employees. Then, this study tried to find out the moderating effect of self-efficacy in the influencing relationship between the job stress and turnover intention. For the research, this study conducted a survey on food service employees working at hotels and food service companies in Seoul, Gyeonggi, and Incheon regions by using Google survey system. This study used the questionnaires surveyed from March 05 to March 29, 5:00PM and used 228 questionnaires on the empirical analysis after excluding 28 unfaithfully filled out questionnaires For a complaining behavior as the independent variable, this study composed of it with direct complaint, indirect complaint, and complaint from the third person. Also, this study composed job stress, turnover intention, and self-efficacy in a single dimension. In hypothesis 1, the direct complaint and complaint from the third person had a positive influence on the job stress. In hypothesis 2, the direct complaint and indirect complaint had a positive influence on the turnover intention. In case of hypothesis 3, the job stress had a positive influence on the turnover intention. For hypothesis 4, the self-efficacy showed a moderating effect in the influence of job stress on the turnover intention. The study results suggest theoretical and practical implications on human resource management for food service companies.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 성과분석

Ⅴ. 결 론

참고문헌

키워드

Complaining Behavior Job Stress Turnover Intention Self Efficacy Human Resource Management