호텔 고객접점 직원들이 경험하는 고객의 우월적 지위 남용이 소진에 미치는 영향 : 객실팀과 식음료팀을 중심으로

The purpose of this study is to: (1) explore the effects of abuse of dominant position of hotel guest on burnout; (2) examine the difference of abuse of dominant position of hotel guest between rooms team and F&B team; and (3) examine the moderating effects of hotel department on abuse of dominant position of hotel guest influencing burnout. This study used five star hotel’ employees’ of rooms department and F&B department as samples. The data were collected from 338 surveys, 316 were considered valid and used in the analysis. This study applied exploratory factor analysis, reliability analysis, descriptive statistics analysis, correlation analysis, independent t-test, multiple regression analysis and chow-test. The results of this study as follows. First, rooms department and F&B department have differences in abuse of dominant position of hotel guest. Second, disregard, selfish behavior, and physical abuse as abuse of dominant position lead to increased emotional exhaustion. Third, abuse of dominant position of hotel guest against hotel policy, disregard, selfish behavior and physical abuse as abuse of dominant position lead to increased depersonalization. Fourth, abuse of dominant position of hotel guest against hotel policy, disregard, selfish behavior, and physical abuse as abuse of dominant position lead to increased reduced accomplishment. Fifth, hotel department has moderating effects between abuse of dominant position of hotel guest and burnout. The theoretical and operational implications are suggested by the results of this study discussed in detail in the conclusion.