호텔종사원의 이직의도에 미치는 영향연구: 고객불평행동, 직무스트레스, 직업존중감을 중심으로

The purpose of this study is to demonstrate the relationship between the degree of turnover and the level of customer dissatisfaction, job stress, and job respect among hotel employees. The data used for the analysis of the research model was based on 273 three-star hotel employees in Gwangju, South Jeolla and North Jeolla provinces. The results of these analyses are designed to improve future work satisfaction of hotel employees by identifying what influences the removal of stress factors and turnover for hotel management, and the summary and implications of the research results are as follows. First, it has been shown that hotel employees' dissatisfaction with customers, job stress, and professional respect affect the degree of turnover. Second, the verification of the relationship between job stress and turnover indicated that job stress had a significant effect on the degree of turnover, and it was possible to confirm that the higher the stress experienced during job performance, the higher the employee's degree of turnover. Third, the verification of the relationship between job respect and turnover showed that job respect has a significant effect on the degree of turnover. Fourth, the verification analysis of the role of job-respect between job-stress and the degree of turnover showed the effect of job-respecting job-stress and turnover-direction-mediation. Here are some suggestions for this study. First, the hotel employees can improve their ability to respond to customer's non-compliance by learning in advance through continuous manual production and training for client's behavior. Second, it is necessary to implement a work satisfaction program that can lower job stress and increase job-respect. Third, it is necessary to improve job-respect and create a positive organizational crisis for service employees by preventing excessive disciplinary action and personnel disadvantage for the work done caused by the client's unfair behavior.