호텔종업원의 소진과 선행변인에 관한 연구

다국어 초록 (Multilingual Abstract)

This research is to explore the relationship between the hotel employee`s experience of burnout and its demographic antecedents. To do this, 15-item Maslach`s Burnout Inventory(MBI), consisting of three factors: ①emotional exhaustion, ②accomplishment lowering, and ③depersonalization, and some additional questions asking respondent`s demographical status are distributed to 138 hotel employees. And to find out the respondent`s perceived causes of stress and burnout in job situation, a self-descriptive question was added. The results show that statistically significant group differences are found in 6 demographic variables, gender, marital status, age, schooling-year, department, and job year, but only except in jobgrade. Specifically schooling year seems to predict hotel employee`s burnout most well. And the qualitative analysis shows the most important cause of hotel employee`s burnout is interpersonal difficulties, especially, with the customers and his superior, and then personal problems, low wage and delayed job gradation, job characteristics, and organization-relevant problem are followed. In conclusion, for increasing the productivity of hotel industry some considerations must be given to hotel employee`s physical and psychological well-beings, and lastly the implications for the future research of burnout antecedents in hotel were also discussed.