고객의 불평행동이 외식종사원의 직무 스트레스 및 이직의도에 미치는 영향 : 자기효능감을 조절변수로

Abstract

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.