호텔접객종사원의 고객관계스트레스와 직장행복이 정신건강에 미치는 영향

Abstract

The purpose of this study is to suggest ways to improve the mental health of hotel front-line employees based on empirical analysis of the effect of interpersonal stress resulting from customer relations and subsequent workplace happiness. Analysis was done using 237 questionnaires completed by hotel employees working in the Food & Beverage and Room departments of five or four star hotels in Seoul. Results show that the more the monthly income, the happier the hotel employees feel in the workplace and the longer they have worked, the less healthy they become mentally. Interpersonal stress with customers affect workplace happiness and the mental health of hotel employees negatively and happiness in workplace affects the mental health of hotel employees positively. Furthermore, happiness in the workplace mediates perfectly between interpersonal stress with customers and the mental health of hotel employees. Therefore, in order to improve the mental health of hotel employees who provide customer service, first, the hotel has to give employees reasonable wages and start an EAP(employee assistance program). Second, hotels must recruit employees who have more resilience to mental health problems caused by interpersonal stress with customers and so enhance happiness in workplace. Third, hotels must try to create an organizational culture in which employees support and recognize one another and feel happier in the workplace.