The purpose of this study is to investigate and analyze the impact of customer related stress on mental health and quality of life of hotel employees. The results from this empirical study with 305 samples of hotel employees in Seoul show that 1)H1 : customer related stress has an impact on mental health as adopted 2)H2 : customer related stress has an impact on quality of life as adopted 3)H3 mental health has an impact on quality of life as adopted 4)H4 : mental health on the relationship between mental health and quality of life has fully mediating effect. The meaning of this research and practical implications include the following. First, The analytic result of the relationships among customer-related stress, mental health, and quality of life of hotel employees is a basic data for future study. Also, there should be EAPC: Employee Assistant Program and Coaching for an employee who is mentally hurt from customer. Third, It is necessary to train how to handle customer in effective way and improve service manual. Lastly, In employee recruitment, an employee with high resilience should be preferred The limitations of this study are as follows: 1)studied only in five star hotel: comparative studies from different hotel management types or hotel level 2)different result of customer related stress by demographic.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 및 모형 1. 고객관련 스트레스 2. 정신건강 3. 삶의 질 Ⅲ. 연구모형 및 분석방법 1. 연구모형 2. 변수의 추출 및 설문지 구성 4. 표본의 설계 및 분석방법 Ⅳ. 실증분석 1. 표본의 일반적 특성 2. 자료의 타당성 및 신뢰성 검증 3. 상관관계분석 4. 가설의 검증 Ⅴ. 결론 및 시사점 참고문헌
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