Effect of Five-Star Hotel CEO’s Entrepreneurship on Job Burnout and Customer Orientation among Customer-contact Employees

Abstract

This study aims to empirically examine the effects that the entrepreneurship of the five-star hotel CEOs have on the customer-contact employees’ job burnout and customer orientation. A survey was conducted on the customer-contact employees at the five-star hotels located throughout the 5 cities of Seoul, Daejeon, Daegu, Busan, and Jeju (5 hotels per region, a total of 25 five-star hotels), over the period of two months from September 1, 2016 to October 31, 2016. The number of valid samples collected from the survey was 235, and the hypothesis testing was performed through hierarchical analysis. The analysis result of this study can be summarized as follows. First, among the entrepreneurship of five-star hotel CEOs, the proactiveness had a statistically significant negative effect on the customer-contact employees’ job burnout; and the innovativeness and risk-taking did not have statistically significant effect. Second, in the entrepreneurship of the five-star hotel CEOs, all 3 factors of innovativeness, proactiveness, and risk-taking had statistically significant positive effect on the customer orientation of customer-contact employees. Third, the job burnout of customer-contact employees had statistically significant negative effect on the customer orientation.