호텔 종사원의 직무착근도가 이직의도에 미치는 영향에 관한 연구 = Effects of job embeddedness on turnover intention for hotel employees

다국어 초록 (Multilingual Abstract)

Job turnover generally carries positive aspects of allowing effective distribution of human resources and contributing toward improvement of the worker's status as well as negative aspects of having to recruit replacement work force, incurring training costs and compromising technical accumulation. Furthermore, there are other positive benefits such as elimination of employees with low productivity, opportunities for internal repositioning, acquisition of new technologies and stimulating new employees. In case of hotels, however, since employee services are directly reflected in the product itself, acquiring good employees and turnover management are more important to the hotel personnel and general management and than corporations in other industries.
Turnover management has been traditionally studied based on two aspects of job attitude: job satisfaction and organizational commitment. However, there have been recent studies indicating that analyzing job attitude was not appropriate for finding turnover causes, calling for a more adequate means of managing job turnover. In turn, researchers began using job embeddedness as a new concept. Job embeddedness is categorized into three dimensions of fit, link and sacrifice. This paper examines the correlation between job embeddedness and turnover intention with job embeddedness as the independent variable (antecedent variable), job attitude as the intervening variable and turnover intention as the resultant variable (antecedent variable).
The objectives of this study are first, demonstratively examining the correlation between job attitude variables of job satisfaction and organizational commitment and turnover intention, and second, proposing suggestions for effective employee maintenance strategy and turnover management in hotel organizations by examining the effects job embeddedness has on job satisfaction, organizational commitment and turnover intention.
With these objectives, this study established 11 hypotheses based on literary research and demonstratively verified them. As a result, 9 of them were chosen as hypotheses. As for the analysis method, demonstrative analysis was conducted by surveying actual hotel employees. SAS was used as the analytic tool for technical statistics, reliability analysis, discriminant analysis, factor analysis, Pearson correlation and regression analysis. The research subjects were hotel employees working in various organizations in hotels throughout Korea, and 315 copies of questionnaire sets were used for statistics.
The analytic results are as follows:
First, the higher the hotel employees' fit for the hotel, the higher the job satisfaction.
Second, the stronger the hotel employees' links to the hotel, the higher the job satisfaction.
Third, the higher the hotel employees recognize sacrifice in relation to the hotel, the higher the job satisfaction.
Fourth, the higher the hotel employees' fit for the hotel, the higher the organizational commitment.
Fifth, the stronger the hotel employee's links to the hotel, the higher the organizational commitment.
Sixth, the higher the hotel employees recognize sacrifice in relation to the hotel, the higher the organizational commitment.
Seventh, the higher the hotel employees' fit for the hotel organization, the lower the turnover intention.
Eighth, the stronger the hotel employees' links to the hotel organization, the lower the turnover intention.
Ninth, the higher the hotel employees recognize the organizational commitment, the lower the turnover intention.
This study was able to demonstratively verify the relation among job embeddedness, organizational constituents' job satisfaction and organizational commitment, as well as the effects job attitude variables job satisfaction and organizational commitment have on turnover intention. Furthermore, this study also has trial values in that it established the concept of job embeddedness and introduced variables other than traditional turnover variables.
Hotel manages should be able to take interest in job embeddedness based on the demonstrative analytical results of this study to effectively manage hotel employees in relation to job satisfaction and job commitment. Moreover, a result was drawn that job commitment has a stronger influence on turnover than job satisfaction. Therefore, hotel management will be able to decrease employee turnover intention by focusing on organizational commitment factors as well as effectively implement employee maintenance strategy and turnover management.

국문 초록 (Abstract)

일반적으로 이직은 인적자원의 효율적인 배분을 가능하게 하고, 근로자의 지위향상에 기여, 생산성이 낮은 종사원의 배제, 신기술습득, 신입사원에의 한 자극 등의 긍정적인 측면이 있지만, 대체 인력모집 및 훈련비용, 기술축척의 부진과 같은 부정적인 측면도 안고 있다. 호텔은 종사원의 행동이 서비스이며, 이는 상품과 직결되기 때문에 호텔기업은 인사관리자나 경영자의 입장에서는 훌륭한 종사원 확보 및 이직관리가 타기업보다 중요하다고 할 수 있다.
기존의 이직관리는 주로 직무관련태도인 직무만족(job satisfactional)과 조직몰입(organizational commitment)에 근거하여 연구되어 왔다. 최근에 이직원인으로 이러한 직무관련태도가 그다지 적합하지 않다는 연구에 의하여 더욱 적절한 이직관리 방법이 필요성이 대두되었고 그에 따른 새로운 개념인 직무착근도(job embeddedness)의 변수를 사용했다. 직무착근도는 적합성(fit), 연계(link), 희생(sacrifice)의 3차원으로 분류하며, 본 연구에서는 직무착근도와 이직의도의 관계에 대하여 살펴보았다. 직무착근도를 독립변수로 직무관련태도를 매개변수로 이직의도를 결과변수로 하였다.
본 연구의 목적은 첫째, 직무태도변수인 직무만족과 조직몰입, 그리고 이직의도와의 관계를 실증적으로 검증해보고, 둘째, 직무착근도가 직무만족과 조직몰입 그리고 이직의도에 미치는 영향을 살펴봄으로써 실제 호텔조직에서 효율적인 종업원 유지전략 및 이직관리의 시사점을 제시하였다. 이러한 목적을 가지고 본 연구에서는 1차적으로 문헌연구를 통해서 11개의 가설을 설정하고 이를 실증적으로 검증하였다. 분석한 결과 9개의 가설이 채택되었다.
분석방법은 호텔종사원을 대상으로 설문조사하여 실증분석을 하였다. 분석은 SAS를 이용하여 기술통계, 신뢰도 분석(reliability analysis), 판별타당성 분석(discriminant analysis), 요인분석(factor analysis), 피어슨 상관관계분석(pearson correlation), 회귀분석(regression)을 사용하였다.
연구대상은 호텔 근무하는 종사원을 대상으로 했으며, 315부의 설문지를 통계에 이용했다. 전국의 호텔을 대상으로 호텔 전부서의 종사원을 대상으로 응답을 받았다.
분석결과는 다음 같이 나타났다.
첫째, 호텔종사원들은 호텔에 대한 적합성이 높을수록 직무만족은 높아진다.
둘째, 호텔종사원들은 호텔에 대한 연계 정도가 강할수록 직무만족은 높아지는 것으로 나타났다.
셋째, 호텔 종사원들은 호텔과 관련된 희생을 높게 지각할수록 직무만족은 높아졌다.
넷째, 호텔종사원들은 호텔에 대한 적합성이 높을수록 조직몰입은 높아졌으며,
다섯째, 호텔종사원들은 호텔에 대한 연계 정도가 강할수록 조직몰입은 높아졌다.
여섯째, 호텔종사원들은 호텔조직과 관련된 희생을 높게 지각할수록 조직몰입은 높아지는 것으로 나타났다.
일곱째, 호텔 종사원들은 호텔조직에 대한 적합성이 높을수록 이직의도는 낮아졌다.
여덟째, 호텔종사원들은 호텔조직에 대한 연계 정도가 강할수록 이직의도는 낮아졌다.
아홉째, 호텔종사원들이 조직몰입을 높게 지각할수록 이직의도는 낮아졌다.
본 연구를 통해서 얻은 시사점은 직무착근도와 조직구성원의 직무만족과 조직몰입의 관계를 실증적으로 검증했으며, 조직구성원의 직무태도변수인 직무만족과 조직몰입이 이직의도에 미치는 영향을 실증적으로 검증했다는 점이다. 또한 직무착근도에 대한 개념 정립과 전통적인 이직변수이외의 변수를 도입한 탐색적 연구로서도 가치가 있을 것이다.
본 연구에서는 실증분석을 통하여 나타난 결과를 토대로 호텔관리자들은 직무착근도에 대한 관심을 가짐으로써 직무만족과 직무몰입에 관련하여 호텔종사원을 효과적으로 관리할 수 있을 것이다. 또한 호텔종사원들이 직무만족과 조직몰입 중에서 이직에 더욱 영향을 미치는 것으로는 직무몰입이라는 결과를 도출했다. 따라서 호텔 기업의 관리자는 호텔종사원의 조직몰입 요인을 중점적으로 관리함으로써 종사원의 이직의도를 줄 일 수 있을 뿐만 아니라 종업원 유지전략 및 이직관리를 효율적으로 할 수 있을 것이다.

목차 (Table of Contents)

• 목차
• Ⅰ. 서론 = 1
• 1. 문제제기 및 연구목적 = 1
• 2. 연구의 범위와 연구방법 = 4
• 3. 논문의 구성 = 4
• Ⅱ. 이론적 배경 = 6
• 1. 이직 = 6
• 2. 호텔종사원의 이직 = 29
• 3. 직무착근도 = 33
• 4. 직무만족 및 조직몰입 = 43
• Ⅲ. 연구방법 = 49
• 1. 연구모형 및 가설 설정 = 49
• 2. 변수의 조작적 정의 = 54
• 3. 측정도구 및 표본의 선정 = 56
• Ⅳ. 가설의 검증 및 논의 = 67
• 1. 직무착근도와 직무만족의 관계에 관한 가설 검증 = 68
• 2. 직무착근도와 이직의도의 관계에 관한 가설 검증 = 70
• 3. 직무태도변수와 이직의도의 관계에 관한 가설 = 73
• Ⅴ. 결론 = 77
• 1. 연구결과의 요약 및 시사점 = 77
• 2. 연구의 한계와 향후 연구방향 = 81
• 참고문헌 = 83
• Abstract = 90
• 부록 설문지 = 93

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