Earticle

초록

영어

The purpose of this study is to investigate how unstable employment condition has an impact on job stress and customer orientation. To perform this study, total 406 questionnaire were distributed to regular hotel employees in Seoul dated from May 1st to 31st. Unworkable data were excluded, 320 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, and regression analysis were measured by using SPSS 18.0 accordingly. For the study structure, unstable employment condition was divided with a job/wage insecurity and job stress with psychological and physical stress. Lastly, customer orientation was a single factor. The result has shown that hypothesis 1, among unstable employment condition, wage insecurity has a positive effect on psychological and physical stress. Hypothesis 2, among unstable employment condition, wage insecurity has a negative effect on customer orientation. Hypothesis 3, among job stress, psychological stress has a negative effect on customer orientation. This study result has found that cutting down the rate of hotel employee's unstable job security condition is the differentiated way of reducing a job stress and enhancing customer orientation as a source of competitive advantage in hotel business. This study has given to the hotel's human resource management and marketing strategy in the implication of practical and academical use.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 직무 불안정성
  2. 직무 스트레스
  3. 고객지향성
 Ⅲ. 연구설계
  1. 연구모형 및 가설의 설정
  2. 조작적 정의 및 설문지 구성
  3. 조사방법과 조사기간
 Ⅳ. 실증분석
  1. 조사대상자의 인구통계학적 특성
  2. 신뢰도와 타당성 분석
  3. 가설의 검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 신형철 [ Hyoungchul Shin | 경기대학교 일반대학원 외식조리관리학과 박사과정 ]
• 신재원 [ Jaewon Shin | 백석문화대학교 관광학부 겸임교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338