서비스 종사자의 소진과 직무만족, 직무성과, 조직시민행동의 관계연구: 항공사 승무원과 호텔 서비스 종사자의 비교를 중심으로

In this study, we aimed to investigate the relationships among burnout, job satisfaction, job performance, and organizational citizenship behavior in the service industry by using a quantitative approach. In addition, we attempted to identify if the difference on the proposed associations exist across airline and hotel sectors. A convenience sampling approach was utilized to collect the data. A confirmatory factor analysis established the adequate level of reliability and validity of the measures. The structural model was found to include an acceptable fit to the collected data. Findings from the structural analysis revealed that burnout was significantly associated with job satisfaction, job performances, and organizational citizenship behavior; and job satisfaction significantly mediated the impact of burnout on its outcome variables. Job satisfaction was also the most proximal determinant of job performance and organizational citizenship behavior. Moreover, the results from the invariance test revealed that the burnout – job satisfaction relationship was significantly different between airline and hotel sectors. Based on the findings discussed above, implications for practitioners and researchers are stated.