호텔 종사자의 조직 갈등이 소진에 미치는 영향

The purpose of this study is to examine the possible effects of organizational conflicts on burnouts. For the survey, ten hotels were selected, considering the total number of franchise and local hotels among the deluxe hotels located in Seoul. A total of 358 survey responses were analyzed by regression analysis in order to investigate the causal relationships presumed in the question by hotel employees, who worked at deluxe hotels in the room, food and beverage, and back-office management divisions. The results suggested that among organizational conflicts,reward conflict, goal conflict, vertical conflict, and role conflict significantly affected emotional depletion in employees’ burnout dimension. Role conflict, horizontal conflict and decision conflict, on the other hand, appeared to affect depersonalization in burnout. The result of the study confirmed that the burnout due to emotional labor was escalated to a widespread burnout phenomenon by intra-organizational conflict. In order to prevent this, it is important to plan and operate various educational programs to alleviate the organizational conflicts as well as a relation-reinforcing program to form positive relationships among hotel employees. The limitations of the study will prove the effect of the control variable of hotel size, an important exogenous variable that can secure representativeness while influencing the study by analyzing the moderating effect of hotel size.