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The Effects of Hotel Employees Verbal Violence Experience on Job Stress and Turnover Intention
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호텔 종사원의 언어폭력 경험이 직무스트레스 및 이직의도에 미치는 영향

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Type
Academic journal
Author
Nam, Taek-Young (신성대학교) Shim, Hong-Bo (오산대학교)
Journal
The Korea Academic Society Of Tourism And Leisure Journal of Tourism and Leisure Research Vol.29 No.10(Wn.122)
Published
2017.10
Pages
201 - 219 (19page)

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The Effects of Hotel Employees Verbal Violence Experience on Job Stress and Turnover Intention
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Abstract· Keywords

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The purpose of this study is to verify the effect of verbal violence in the hotel work area on job stress and intention of job change. To efficiently attain the purpose of this study, employees of major hotels in Seoul were surveyed and the result was analyzed empirically and by documentary study. The information collected was analyzed using SPSS 18.0 statistics package program. The results are as follows:
First, the result of analysis on the first hypothesis “experience of verbal violence from hotel guests will affect job stress level” disclosed that only 2 out of 11 items had significant effect. Hypothesis 1 was accepted. Second, the result of analysis on the second hypothesis “experience of verbal violence from hotel guests will affect intention to find new jobs” disclosed that 0 out of 11 items had significant effect. Hypothesis 2 was dismissed. The result was different in previous studies, but it was concluded that verbal violence from guests in hotels did not have effect on the intention to change jobs for the hotel employees. Third, the result of analysis on the third hypothesis “job stress will affect the intention to change jobs” disclosed that 4 out of 8 items had significant effect. It is important for the chained-brand hotels to acknowledge that verbal violence experience in work areas will instigate job stress or intention to change jobs, causing adverse influence on the company name and organize various programs against verbal violence tominimize its adverse effects.
#호텔종사원(Hotel Employees) #언어폭력(Verbal Violence) #직무스트레스(Job Stress) #이직의도(Turnover Intention)

Contents

Abstract
I. 서론
II. 이론적 배경
Ⅲ. 연구설계
Ⅳ. 실증분석결과
Ⅴ. 결론
참고문헌

References (35)

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[학위논문] - 강만호 / 2010 / 감정노동 종사자의 직무스트레스와 직무만족과의 관계에서 자아존중감의 매개효과 / 석사 / 고려대학교 교육대학원 google schola [기타자료] - 김종진 / 2013 / 서비스산업 감정노동 대응 규제 양식과 노조개입의 필요성 / 노동사회 5,6월 : 126 ~ 140 google schola [학위논문] - 김태경 / 2014 / 호텔 프론트 종사원의 감정노동, 직무스트레스, 직무소진, 서비스 제공수준 공간에 영향관계 / 박사 / 동명대학교 google schola [학술지(정기간행물)] - 김태숙 / 2004 / 임상 간호사가 경험하는 폭력과 이직에 관한 실태조사 / 간호행정학회지 10 (4) : 427 ~ 436 dbpia [학술지(정기간행물)] - 김효실 / 2014 / 감정노동이 직무스트레스와 심리적 웰빙에 미치는 영향 / 관광학연구 38 (8) : 321 ~ 344 dbpia

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UCI(KEPA) : I410-ECN-0101-2018-323-001570680