호텔 비대면 서비스 종사원의 직무요구와 직무자원(JD-R), 직무열의, 조직몰입에 관한 연구: 연령차이 분석

Abstract

This study investigated the influence relationship of job demand, job resource, job engagement, and organizational commitment of non-face-to-face service employees and analyzed the age difference. A total of 118 valid samples were collected from non-face-to-face service employees of hotel room reservation departments and INS departments. The collected data were used for hypothesis testing through ANOVA to perform frequency analysis, factor analysis, reliability analysis, regression analysis, and age difference verification through SPSS 21.0 statistical package. As a result of the study, first, work overload, emotional demand, and work-home interference as job demand had a negative (-) effect on job engagement. Second, only opportunities to learn and to develop as job resources had a positive (+) effect on job engagement. Third, it was found that job engagement had a positive (+) effect on organizational commitment. Fourth, age difference analysis showed significant differences. Based on the results derived, implications for the continuous organizational commitment of non-face-to-face service employees were provided.