호텔 종사자의 Push-Pull-Mooring 요인에 따른 군집화와 이직의도 차이분석

Purpose: This study examines hotel employees’ turnover intention through the Push–Pull–Mooring (PPM) framework, aiming to classify employees into clusters and compare turnover intention across groups. Research design, data, and methodology: Survey data were collected from 290 service employees at five-star hotels in Seoul. Push (work overload, role ambiguity, job insecurity), Pull (alternative availability, attractiveness), and Mooring (subjective norms, switching costs) factors, along with turnover intention, were measured using established scales with Cronbach’s α values exceeding .70. Cluster analysis (hierarchical and K-means) and ANOVA with Scheffé tests were conducted. Results: Five clusters were identified: high-risk dissatisfaction, turnover risk, retention-oriented, opportunity-seeking, and turnover-considering groups. Significant differences in turnover intention emerged, with the turnover risk group showing the highest intention and the retention-oriented group the lowest. Conclusions: Findings highlight that turnover intention is shaped by multidimensional interactions of PPM factors rather than single variables. The study offers practical implications for hotel organizations by emphasizing tailored human resource strategies that reflect cluster-specific characteristics. Differentiated approaches, such as improving compensation for high-risk groups or offering career development opportunities for opportunity-seeking groups, are recommended to reduce turnover and strengthen workforce stability.