Earticle

초록

영어

The purpose of this study is to identify the influence of customer’s complaining behavior on the job stress and turnover intention of food service employees. Then, this study tried to find out the moderating effect of self-efficacy in the influencing relationship between the job stress and turnover intention. For the research, this study conducted a survey on food service employees working at hotels and food service companies in Seoul, Gyeonggi, and Incheon regions by using Google survey system. This study used the questionnaires surveyed from March 05 to March 29, 5:00PM and used 228 questionnaires on the empirical analysis after excluding 28 unfaithfully filled out questionnaires For a complaining behavior as the independent variable, this study composed of it with direct complaint, indirect complaint, and complaint from the third person. Also, this study composed job stress, turnover intention, and self-efficacy in a single dimension. In hypothesis 1, the direct complaint and complaint from the third person had a positive influence on the job stress. In hypothesis 2, the direct complaint and indirect complaint had a positive influence on the turnover intention. In case of hypothesis 3, the job stress had a positive influence on the turnover intention. For hypothesis 4, the self-efficacy showed a moderating effect in the influence of job stress on the turnover intention. The study results suggest theoretical and practical implications on human resource management for food service companies.

목차

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

키워드

저자

• 김동진 [ Dongjin Kim | 티마크 그랜드 호텔 ]
• 우영민 [ Youngmin Woo | 경기대학교 일반대학원 외식조리관리학과 박사과정 ] 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