호텔 일선직원의 지각된 고객언어폭력, 감정고갈, 임파워먼트, 스트레스 대처전략, 서비스 회복성과 및 이직의도 간의 구조적 관계

• 영문명: The Structural Relationships among Frontline Hotel Employees' Perceived Customer Verbal Aggression, Emotional Exhaustion, Empowerment, Stress Coping Strategy, the Relationship between the degree of Service Recovery Performance and Turnover Intention
• 발행기관: 관광경영학회
• 저자명: 이원옥
• 간행물 정보: 『관광경영연구』제19권 제4호, 63~90쪽, 전체 28쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.09.30

영문 초록

The purpose of this study is to empirically analyze the structural relationship between the degree of their empowerment, stress coping strategies, emotional exhaustion, and recovery services and front-line staff turnover intention and a sample of the material-star hotels in Seoul. In particular, the perception of the customer verbal emotional exhaustion, exhaustion and emotional impact on the degree of separation performance and service recovery attempts to analyze the influence of service recovery performance and turnover intention. Customer verbal emotion-focused coping strategy is poured into (-) influence of emotion-focused coping strategies had a positive effect on emotional exhaustion. Empowerment is having a positive effect on problem-focused coping strategies and service recovery performance, emotional exhaustion, the sub-investigation was to influence the (+). Violence customer language having a positive effect on emotional exhaustion, emotional exhaustion unit for service recovery performance (-) affect of the uijik There was also a positive effect (+). When viewing based on the analysis above, the hospitality to achieve competitive advantage under the fierce business environment, competition day as particularly tourist hotels of the company and maintain in order to be proactive service recovery efforts of staff urgently required reduction in the turnover rate of employees excellent staff It shall prevent the departure.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Empowerment Customer verbal aggression Stress coping strategy Emotional exhaustion Service recovery Turnover intention