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논문 기본 정보

자료유형
학술저널
저자정보
이순구 (한양여자대학)
저널정보
한국관광레저학회 관광레저연구 관광레저연구 제23권 제6호(통권 제61호)
발행연도
2011.8
수록면
157 - 174 (18page)

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초록· 키워드

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This study examined the causal relationship among hotel employees’ job characteristics, emotional dissonance and turnover intention of the ones who contacted customers to give services at super deluxe hotel organizations, and it suggested strategical implications for hotel organizations in the nation to get competitive advantage. The data were collected by employees who were working at the 5-star hotels in Seoul and a total of 229 cases were used for analysis.
The results of SEM test were summarized as follows: First, among flour factors of job characteristics, autonomy had an effect on all factors of emotional dissonance. And, skill variety also had influenced upon two sub factors of emotional dissonance. Second, among 3 factors of emotional dissonance, emotional acting and real emotion had significant effect on turnover intention.
Based on the results, following implications can be obtained in this study. Because, among job characteristics, autonomy may control employees’ emotional dissonance, hotel administration should give proper empowerment to their employees and set up the internal marketing strategy to reduce stress of their employees.

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Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구방법
Ⅳ. 실증분석
Ⅴ. 결론
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UCI(KEPA) : I410-ECN-0101-2013-326-000327128