관광경영학회

출판자료

정기 학술지

관광경영연구, Vol.22. (2018)
pp.1~23

호텔종사원이 지각하는 고객불량행동과 직무열의, 고객지향성의 구조적 관계 : 자기통제력의 조절효과를 중심으로

김기성

(대구가톨릭대학교 관광경영학과 조교수)

This study surveyed hotel employees who served for five-star hotels located in Daegu and Busan. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about two months from August 2016 to October 2016. 306 questionnaire copies were used for data analysis. Data obtained from the collected questionnaires were subjected to reliability analysis and exploratory factor analysis, using SPSS 20.0, and to covariance structure analysis (SEM: structural equation modeling), using Amos 20.0 And the chi square (χ²) difference test was carried out for testing moderating effects. As a result of hypothesis testing, it was found that customer dysfunctional behavior perceived by hotel employees had significant negative (-) effects on customer orientation, which shows that the more the customer dysfunctional behavior is perceived, the lower the job engagement becomes. Second, it was found that hotel employees’ job engagement had significant positive (+) effects on their customer orientation. Lastly, it was found that the effects of customer dysfunctional behavior perceived by hotel employees differed according to the degrees of their self-control, which shows the moderating effects of self-control. The theoretical implications of this study are significant in that it used as a moderating variable the self-control, which was hardly dealt with in studies on hotel employees in connection with the relationship between customer dysfunctional behavior and job engagement, and confirmed its moderating effects.

  Customer dysfunctional behavior. Job Engagement. Customer Orientation. Self-Control.

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