호텔 조직의 Y세대와 Z세대 간 세대갈등 및 관계회복의 의미

Abstract

The purpose of this study is to unveil the meanings of generational conflict and relationship recovery experiences between Gen Y and Gen Z hotel employees. To this end, this study adopted the phenomenological research method of Giorgi (1985) to answer the following research questions: 1) What are the meanings of their generational conflict experiences at hotels? 2) What are the meanings of their relationship recovery experiences at hotels? The data were collected through in-depth interviews of those working at domestic hotels for at least a year. The data analysis followed an advanced five-step analysis procedure of Giorgi et al. (2017). The results revealed 12 themes, 43 meaning units, and 388 meaningful statements. First, the themes of Gen Y’s generational conflict experiences were ‘Gen Z has a free spirit’, ‘the different levels of passions and professionalism in the service field’, and ‘loneliness that no one recognizes.’ Second, the themes of Gen Z’s generational conflict experiences were ‘Gen Y are young boomers’, ‘feeling frustrated by demands for excessive service mind’, and ‘painful emotions that make me cry but hold back tears.’ Third, the themes of Gen Y’s relationship recovery experiences were ‘relationship recovery is an extension of work,' ‘I’m holding back because Gen Z is still young’, and ‘I try my best but cannot embrace everything.’ Fourth, the themes of Gen Z’s relationship recovery experiences were ‘relationship recovery is an essential choice,' ‘I was at a loss, but I felt reassured and calm’, and ‘efforts to approach first are a self-growth opportunity.’ This study provides fundamental data and in-depth insights into Gen Y and Gen Z hotel employees by exploring the meanings of their generational conflict and relationship recovery experiences.