호텔고객의 우월적 지위의 남용이 직원의 직무열의에 미치는 영향: LMX의 조절효과를 중심으로

The purpose of this study is to examine abuse of dominant position and its influence on job engagement, as well as the moderating effects of LMX between abuse of dominant position and engagement. To draw measurement scales, in-depth-interview and questionnaire surveys were conducted to investigate cases of guests’ abuse of dominant position with hotel employees. Results of the investigations were categorized by expert group of hotel industry. A pilot test was conducted for drawing final measurement scales with hotel employees. Thirteen scales were drawn with low frequency scales eliminated after the pilot survey. Data was collected from 372 employees at five star hotels in Seoul. This study applied exploratory factor analysis, reliability analysis, multiple regression analysis, Chow-test and Z-test. The findings of this study were as follows: First, abuse of dominant position of hotel guests against hotel policy and emotion and physical of hotel employees were negatively influenced job engagement. Second, LMX has moderating effects between abuse of dominant position of hotel guest and job engagement. The results of this study suggest policy management plans, empowerment for complaints handling, and the enhancement of LMX.