호텔 종사원의 대인관계 스트레스, 가정-직장, 직장-가정 갈등 및 고객지향성의 관계

• 영문명: Research on the Relationship between Interpersonal Relationship Stress, Family-Work Conflict, Work-Family Conflict and Customer Orientation of Hotel Employees
• 발행기관: 관광경영학회
• 저자명: 장인환 홍진선
• 간행물 정보: 『관광경영연구』제23권 제5호, 205~229쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.09.30

영문 초록

The purpose of this study is the effect of interpersonal relationship stress on work-family conflict, work-family conflict on customer orientation for employees working at four-star and five-star hotels in Seoul. The interpersonal relationship stress included stress from seniors, juniors, co-workers, and customers. The test results were as follows: First, Among interpersonal relationship stresses, stress from seniors, co-workers staffs had a effect positive (+) effect on family-work conflict. Among interpersonal relationship stresses, only stress from customers had a effect positive (+) effect on work-family conflict. Second, Family-work conflicts have a positive (+) effect both on business customer orientation and voluntary customer orientation. Work-family confilict only negative (-) effects voluntary customer orientation. In order to manage the stress, it is necessary to actively support the employees in the workplace and activities of the club so that the relationship between the employees can be strengthened, so that the stress caused by the seniors, juniors, co-workers, and customers relationship should not be transferred to the family.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Interpersonal Relationship Stress Work-Family Conflict Customer Orientation Hotel Employees