호텔 종사원이 지각하는 고객 불량행동이 이직의도에 미치는 영향에 관한 연구

• 영문명: A Study on the Influence of Customer Bad Behavior Perceived by Hotel Employees on Turnover Intention : Focused on the mediating effects of trust of management
• 발행기관: 관광경영학회
• 저자명: 장인환 박호현
• 간행물 정보: 『관광경영연구』제23권 제3호, 719~743쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.05.31

영문 초록

The purpose of this study is to examine the relationship between customer badness behavior, trust of management, and turnover intention for employees working in a luxury hotel in Seoul and to analyze the mediating effect of executive trust on customer bad behavior and turnover intention. The test results were as follows: First, Credit failure type had a positive (+) effect on the voluntary turnover intention and involuntary turnover intention, and the destructive type had a significant (+) influence on the voluntary turnover intention. In addition, the verbal and physical violence type have no relationship. These results are more likely to be attributable to customers' use of payment means, such as using credit cards without a balance or refusing to open a credit card, rather than destructive types of customers who use verbal abuse such as profanity, It can be seen that bad behavior has an adverse effect on turnover intention. Second, in the relationship between customer bad behavior and turnover intentions, trust of management was found to function as a mediation as profanity, And that this has an adverse effect on the turnover intention. In other words, customer badness behavior negatively affects turnover intentions of hotel employees. However, if trust of management is high, negative influence of customer badness behavior is reduced to some extent

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Customer Badness Behavior Turnover intention Trust of Management Hotel Employees