직무 불안정성이 직무 스트레스와 고객지향성에 미치는 영향 : 호텔 정규직원을 중심으로

Abstract

The purpose of this study is to investigate how unstable employment condition has an impact on job stress and customer orientation. To perform this study, total 406 questionnaire were distributed to regular hotel employees in Seoul dated from May 1st to 31st. Unworkable data were excluded, 320 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, and regression analysis were measured by using SPSS 18.0 accordingly. For the study structure, unstable employment condition was divided with a job/wage insecurity and job stress with psychological and physical stress. Lastly, customer orientation was a single factor. The result has shown that hypothesis 1, among unstable employment condition, wage insecurity has a positive effect on psychological and physical stress. Hypothesis 2, among unstable employment condition, wage insecurity has a negative effect on customer orientation. Hypothesis 3, among job stress, psychological stress has a negative effect on customer orientation. This study result has found that cutting down the rate of hotel employee's unstable job security condition is the differentiated way of reducing a job stress and enhancing customer orientation as a source of competitive advantage in hotel business. This study has given to the hotel's human resource management and marketing strategy in the implication of practical and academical use.