고객불량행동이 직무소진과 이직의도에 미치는 영향: 특급호텔 외식종사원을 대상으로

The purpose of this study is to identify the influence of Jaycustomers’ Behavior on burnout and turnover intention. To accomplish the goal, this study conducted both theoretical consideration and empirical analysis. For the research subjects, this study conducted a survey on workers at deluxe hotel located in Seoul, Gyeonggi, and Incheon and the survey was conducted from October 1st, 2018 to October 14, 2018. For the sampling method, this study used convenient sampling method and conducted the survey with self-administered questionnaire. Among total of 300 questionnaires, 281 of them were collected and 256 questionnaires were used for the empirical analysis after excluding the 25 questionnaires that were unfaithfully filled out. For the statistics, this study used SPSS 18.0 and AMOS 18.0 to conduct frequency analysis, confirmatory factor analysis, correlation analysis, and structural equation analysis model. In hypothesis 1, the result showed that the Jaycustomers’ Behavior had positive (+) influence on burnout. In hypothesis 2, the result demonstrated that the Jaycustomers’ Behavior had no statistical influence on turnover intention. In hypothesis 3, the result showed that burnout had positive (+) influence on turnover intention. This study results hold academic value as it verifies the influence of Jaycustomers’ Behavior on hotel food service worker’s burnout and turnover intention. This study holds meaning in providing basic data for effective job management to hotel food service owners and workers.