호텔 고객접점직원들의 조직정치지각에 대한 대처: 감정고갈과 조직시민행동에 있어서 정치기술의 역할

The purpose of the current study is to investigate the structural relationships among political skill (PS), perceptions of organizational politics (POP), emotional exhaustion, and organizational citizenship behavior. In addition, the author examined PS as a moderator on the relationship between POP, emotional exhaustion, and organizational citizenship behavior. In order to reduce potential common method bias, data were gathered from a sample of 317 full-time frontline employees of the 15 five-star hotels in Seoul, Korea with a time lag of one week In the first-wave survey (T1), employees reported their degree of PS and POP. In the second-wave survey (T2), employees who returned the complete first-wave questionnaires reported their emotional exhaustion and organizational citizenship behavior. The hypothesized relationships were tested through a path analysis. The results revealed that PS reduces POP, which in turn intensifies emotional exhaustion and reduces organizational citizenship behavior. In addition, emotional exhaustion has a negative impact on organizational citizenship behavior. As expected, PS reduces emotional exhaustion and intensifies organizational citizenship behavior. PS has a moderating effect on the relationship between POP and emotional exhaustion such that higher levels of PS decreases emotional exhaustion. However, PS does not have a moderating effect on the relationship between POP and organizational citizenship behavior. The results should lead hotel management to consider PS levels of applicants in the recruiting process. The study concludes with discussions of the empirical findings, managerial implications, and limitations and future research avenues are also offered.