호텔 비정규직이 지각하는 상대적 박탈감이 직업정체성과 고객지향성에 미치는 영향

The objective of this research is to grasp empirically what effect of temporary employee’s relative deprivation on occupational identity, and to grasp what effect of it on customer orientation. The result of empirical analysis was the following. First, when they perceive high cognitive deprivation, they had low empathy of occupational identity. Second, when they perceive highly cognitive deprivation and behavioral intention deprivation, their personal-occupation has been increased. Third, when they perceive highly cognitive deprivation and behavioral intention deprivation, their sense of unity has been increased. Fourth, when they perceive occupational identity high, their happiness of customer orientation has been increased. Therefore, hotel company should make effort to reinforce occupational identity. And the company needs to give support for forming a community for them to share opinion and information and establish their belief and goal, and satisfy their intellectual desire. Also, the company needs to develop a program that let satisfy their needs equating sense of belonging, cohesiveness, goal and value, and improve their emotional unity such as familiarity.