호텔직원들의 스트레스 유발요인이 직무만족과 이직의도에 미치는 영향에 관한 연구

Abstract

There has been many issues regarding emotional labor workforce and their rights and their work place environment. Hotel industry could be a good example of emotional labor work place where its employees confront moment-of-truth with customers and among employees. The purpose of this study is to identify the impact of hotel employees' stressors on job satisfaction and turnover intension. The empirical result indicated that the 'promotion and wage' stressors which are 'personal factors', 'job factor' and ' internal personal factor' have effects on job satisfaction and 'work place environment' stressor which are 'personal factors', 'job factor' and ' internal personal factor' have effects on job satisfaction and 'job contents' stressors which are 'personal factors', 'job factor' and ' internal personal factor' have effects on job satisfaction. 'Relationship among work place' and 'internal personal stress' causal factors ' have effects on turnover intention. 'Promotion and wages' and 'work place environment' satisfaction factors have effects on job satisfaction.