호텔기업의 종업원만족과 이직의도간의 비선형적 관계에 관한 연구 - 전환장벽의 조절효과 -

The hotel industry is based on tangible products and intangible personalservices, and is labor intensive with high dependency on employees in particular. It is very important the method and attitude that employees implement theirworks. Because the satisfaction of employees who provide services by directcontact with customers affects the customer satisfaction and business performancedecisively, employee management is very crucial in improving service quality andcustomer satisfaction. That is to say, if employees have high satisfaction on theirjob, they would decrease their turnover intention, and they would improve customersatisfaction, through the improvement of service quality. With such factors inmind, this study attempted to figure out whether the relation between employeesatisfaction and turnover intention is linear or non-linear and also to verify themoderating effect of the switching barrier (switching cost and attractiveness ofalternatives). For this purpose, a questionnaire survey was carried out to employeesof special super deluxe hotels in Busan, and a total of 242 data was used. Tofigure out non-linearity and moderating effects, hierarchical regression analysismethod was used. The result of empirical analysis demonstrated that there wasnon-linearity between employee satisfaction and turnover intention. While therewas no moderating effect of switching cost, the moderating effect of the square ofattractiveness of alternatives appeared in the relation between employee satisfactionand turnover intention. Based on this result, the study suggests practical andtheoretical implications, and future studies to deal with.