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    닫기

    호텔 직원의 인지된 이질성과 정서적 갈등이 이직의도에 미치는 영향에 관한 연구 = A Study on Effect of Hotel Employee's Perceived Dissimilarity and Emotional Conflict on Job Satisfaction and Turnover Intention

    한글로보기

    https://www.riss.kr/link?id=T12570987

    • 저자
    • 발행사항

      제주 : 제주대학교 대학원, 2011

    • 학위논문사항

      학위논문(박사) -- 제주대학교 대학원 , 관광경영학과 , 2011. 8

    • 발행연도

      2011

    • 작성언어

      한국어

    • 주제어
    • KDC

      596.81 판사항(5)

    • 발행국(도시)

      제주특별자치도

    • 형태사항

      v, 109 p. ; 30 cm

    • 일반주기명

      지도교수:조문수
      참고문헌 : p.93-100

    • 소장기관
      • 국립중앙도서관 국립중앙도서관 우편복사 서비스
      • 제주대학교 중앙도서관 소장기관정보

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    다국어 초록 (Multilingual Abstract) kakao i 다국어 번역

    영어
    한국어
    This study attempted to improve the satisfaction for the hotel employees and reduce the transfers by evaluating the perceived dissimilarity and emotional conflict as well as the hotel organization cultures from the hotel employees’ perspective.
    For this purpose, the following detailed research purposes were set.
    First, a theoretical examination of the relationship between the perceived dissimilarity, emotional conflict, job satisfaction, and the desire to change jobs was investigated to establish a structure model among the concepts.
    Second, an understanding of the need for a study on hotel organization culture as perceived by the hotel employees and the differences of the psychological processes of the employees per organizational culture were investigated. This will help establish the internal marketing strategies to strengthen the hotel employees and the hotel.
    Third, the recognition area in the hotel human resources field was emphasized in the previous studies. However, this study emphasized the importance of the emotional aspects, such as the perceived dissimilarity or the emotional conflicts to suggest the need for a multi-perspective attempts in internal marketing studies.
    For this purpose, the real-life examinations were carried out. The spatial scope of the study was limited to Jeju Special Governance State and the special 1st rate hotel employees were targeted in the Jeju area. The time scope of the study was limited from April 11, 2010 to April 24 for the 15 days of the survey.
    Based on the investigative planning, 630 questionnaires were distributed, of which 618 were returned and 613(selection rate 97.3%) copies were considered valid, excluding unfaithful answers.
    Through a theoretical examination, the concepts of perceived dissimilarity, emotional conflicts, job satisfaction, and desire to change jobs as parts of the organization culture to clarify the relationships between each concept. To deduce the factors of each concept, the confidence analysis and factor analysis were carried out and the causal relationship was proven using the linear regression analysis and chi-square test models, where the results are described as the following:
    First, the analysis of the confidence and factor analyses of each concept showed that the authoritative organizational culture, friendly organizational culture, and perceived dissimilarity in the hotel organization cultures showed the dissimilarity of belonging, dissimilarity of hiring types, dissimilarity with coworkers, dissimilarity from the boss, while the emotional conflicts showed the conflicts of hiring forms, belonging, and conflicts with the superiors, and then the job satisfaction and desire to change jobs were concluded to be a factor.
    Second, the perceived dissimilarity, emotional conflicts, job satisfaction, and the desire to change jobs in the hotel organizational cultures as proven by the hypothesis 1 showed that the perceived dissimilarity has a significant difference in the effect on the desire to change jobs.
    Third, hypothesis 2 proved the effect of the perceived dissimilarity on the emotional conflicts of the hotel employees and all of the factors of perceived dissimilarity positively affected the emotional conflicts.
    Fourth, hypothesis 3 proved the effect of the emotional conflicts of the hotel employees on their job satisfaction, which showed that the hiring type conflicts and the association conflicts negatively affected to a significant degree as a partial selection and the conflicts with coworkers or the superiors did not show a significant effect.
    Fifth, the perceived dissimiliarty of the hotel employees on the desire to change jobs was examined in hypothesis 4, which showed that the dissimilarity of the hiring types and the dissimilarity from the coworkers showed a significantly positive effect as a partial selection and the dissimilarity of association and with superiors did not affect it significantly.
    Sixth, hypothesis 6 examined the effect of the emotional conflicts of the hotel employees on the desires to change jobs, which showed a significant negative effect to select the hypothesis.
    The suggestions from the analysis results can be summarized as the following: First, not only the dissimilarity between the full-time and part-time jobs, but also to reduce the dissimilarity from the ranks, various activities to minimize the mutual dissimilarity can improve the job satisfaction and reduce the desires to change jobs.
    Second, various communication activities and the activities to improve the relationship quality among the employees to minimize the dissimilarity and conflicts between the ranks need to be implemented.
    Third, by understanding the effect of the perceived dissimilarity in the friendly organizational cultures on the desires to change jobs, the importance of the human relationships can be understood, which may be a characteristic of the Jeju area hotels.
    Fourth, the reasonable organization cultures and the conservative organization cultures as the two representative organization cultures in Korea can be used to divide the friendly and authoritative organization cultures and the previous studies showed that the friendly organization culture gained higher corporation achievements than authoritative cultures but in the friendly organization cultures, the management of the emotional aspects is important.
    Fifth, the hotel not only needs to provide the trainings for the tasks or the recognized areas, but also manage the programs to improve the interrelationships among the employees to promote the human-centered management methods to help the mutual understanding. This is also important in hotel management in the current corporate cultures where the human-centered management is being emphasized.
    Sixth, the management of the emotional aspects of the hotel employees not only improves the job satisfaction of the employees, but also enables the communications between the employees or between departments to improve the tasks and achievements. In addition, this could lead to the improvement of the customer service to induce the improvement of the customer satisfaction to expect the improvement of the management achievements.
    번역하기

    This study attempted to improve the satisfaction for the hotel employees and reduce the transfers by evaluating the perceived dissimilarity and emotional conflict as well as the hotel organization cultures from the hotel employees’ perspective. F...

    This study attempted to improve the satisfaction for the hotel employees and reduce the transfers by evaluating the perceived dissimilarity and emotional conflict as well as the hotel organization cultures from the hotel employees’ perspective.
    For this purpose, the following detailed research purposes were set.
    First, a theoretical examination of the relationship between the perceived dissimilarity, emotional conflict, job satisfaction, and the desire to change jobs was investigated to establish a structure model among the concepts.
    Second, an understanding of the need for a study on hotel organization culture as perceived by the hotel employees and the differences of the psychological processes of the employees per organizational culture were investigated. This will help establish the internal marketing strategies to strengthen the hotel employees and the hotel.
    Third, the recognition area in the hotel human resources field was emphasized in the previous studies. However, this study emphasized the importance of the emotional aspects, such as the perceived dissimilarity or the emotional conflicts to suggest the need for a multi-perspective attempts in internal marketing studies.
    For this purpose, the real-life examinations were carried out. The spatial scope of the study was limited to Jeju Special Governance State and the special 1st rate hotel employees were targeted in the Jeju area. The time scope of the study was limited from April 11, 2010 to April 24 for the 15 days of the survey.
    Based on the investigative planning, 630 questionnaires were distributed, of which 618 were returned and 613(selection rate 97.3%) copies were considered valid, excluding unfaithful answers.
    Through a theoretical examination, the concepts of perceived dissimilarity, emotional conflicts, job satisfaction, and desire to change jobs as parts of the organization culture to clarify the relationships between each concept. To deduce the factors of each concept, the confidence analysis and factor analysis were carried out and the causal relationship was proven using the linear regression analysis and chi-square test models, where the results are described as the following:
    First, the analysis of the confidence and factor analyses of each concept showed that the authoritative organizational culture, friendly organizational culture, and perceived dissimilarity in the hotel organization cultures showed the dissimilarity of belonging, dissimilarity of hiring types, dissimilarity with coworkers, dissimilarity from the boss, while the emotional conflicts showed the conflicts of hiring forms, belonging, and conflicts with the superiors, and then the job satisfaction and desire to change jobs were concluded to be a factor.
    Second, the perceived dissimilarity, emotional conflicts, job satisfaction, and the desire to change jobs in the hotel organizational cultures as proven by the hypothesis 1 showed that the perceived dissimilarity has a significant difference in the effect on the desire to change jobs.
    Third, hypothesis 2 proved the effect of the perceived dissimilarity on the emotional conflicts of the hotel employees and all of the factors of perceived dissimilarity positively affected the emotional conflicts.
    Fourth, hypothesis 3 proved the effect of the emotional conflicts of the hotel employees on their job satisfaction, which showed that the hiring type conflicts and the association conflicts negatively affected to a significant degree as a partial selection and the conflicts with coworkers or the superiors did not show a significant effect.
    Fifth, the perceived dissimiliarty of the hotel employees on the desire to change jobs was examined in hypothesis 4, which showed that the dissimilarity of the hiring types and the dissimilarity from the coworkers showed a significantly positive effect as a partial selection and the dissimilarity of association and with superiors did not affect it significantly.
    Sixth, hypothesis 6 examined the effect of the emotional conflicts of the hotel employees on the desires to change jobs, which showed a significant negative effect to select the hypothesis.
    The suggestions from the analysis results can be summarized as the following: First, not only the dissimilarity between the full-time and part-time jobs, but also to reduce the dissimilarity from the ranks, various activities to minimize the mutual dissimilarity can improve the job satisfaction and reduce the desires to change jobs.
    Second, various communication activities and the activities to improve the relationship quality among the employees to minimize the dissimilarity and conflicts between the ranks need to be implemented.
    Third, by understanding the effect of the perceived dissimilarity in the friendly organizational cultures on the desires to change jobs, the importance of the human relationships can be understood, which may be a characteristic of the Jeju area hotels.
    Fourth, the reasonable organization cultures and the conservative organization cultures as the two representative organization cultures in Korea can be used to divide the friendly and authoritative organization cultures and the previous studies showed that the friendly organization culture gained higher corporation achievements than authoritative cultures but in the friendly organization cultures, the management of the emotional aspects is important.
    Fifth, the hotel not only needs to provide the trainings for the tasks or the recognized areas, but also manage the programs to improve the interrelationships among the employees to promote the human-centered management methods to help the mutual understanding. This is also important in hotel management in the current corporate cultures where the human-centered management is being emphasized.
    Sixth, the management of the emotional aspects of the hotel employees not only improves the job satisfaction of the employees, but also enables the communications between the employees or between departments to improve the tasks and achievements. In addition, this could lead to the improvement of the customer service to induce the improvement of the customer satisfaction to expect the improvement of the management achievements.

    더보기

    목차 (Table of Contents)

    • Ⅰ. 서론 1
    • 1. 연구의 배경 1
    • 2. 연구의 목적 4
    • 3. 연구의 범위 및 방법 6
    • Ⅱ. 이론적 고찰 8
    • Ⅰ. 서론 1
    • 1. 연구의 배경 1
    • 2. 연구의 목적 4
    • 3. 연구의 범위 및 방법 6
    • Ⅱ. 이론적 고찰 8
    • 1. 호텔조직문화 8
    • 1) 호텔조직문화의 특성 8
    • 2) 호텔조직문화의 유형 10
    • 2. 인지된 이질성과 정서적 갈등 13
    • 1) 호텔 직원의 인지된 이질성 13
    • 2) 인지된 이질성의 구성요인 17
    • 3) 호텔 직원의 정서적 갈등의 특성 20
    • 4) 정서적 갈등의 측정방법 및 영향 요인 27
    • 3. 직무만족과 이직의도 30
    • 1) 호텔 직원의 직무만족에 대한 선행연구 30
    • 2) 호텔 직원의 직무만족 결정요인 37
    • 3) 호텔 직원의 이직의도의 유형 42
    • 4) 호텔 직원의 이직의도 결정요인 47
    • 4. 선행연구의 검토 50
    • Ⅲ. 연구 설계 53
    • 1. 연구모형 및 가설 설정 53
    • 1) 연구모형 53
    • 2) 가설의 설정 53
    • 2. 변수의 조작적 정의 56
    • 1) 호텔조직문화 56
    • 2) 인지된 이질성 56
    • 3) 정서적 갈등 57
    • 4) 직무만족 57
    • 5) 이직의도 57
    • 3. 설문의 구성 및 분석방법 58
    • 1) 설문의 구성 58
    • 2) 표본추출과 자료수집 58
    • 3) 분석 방법 60
    • Ⅳ. 실증분석 61
    • 1. 표본의 특성 61
    • 1) 인구통계적 특성 61
    • 2) 업무행태적 특성 62
    • 2. 측정항목의 평가 64
    • 1) 신뢰도 및 타당성 평가 64
    • 2) 확인적 요인분석 70
    • 3. 가설의 검증 72
    • 1) 가설1의 검증 72
    • 2) 연구개념 간 상관관계 78
    • 3) 가설2의 검증 79
    • 4) 가설3의 검증 80
    • 5) 가설4의 검증 81
    • 6) 가설5의 검증 82
    • 7) 가설6의 검증 82
    • 4. 분석결과의 요약 및 시사점 84
    • 1) 분석결과의 요약 84
    • 2) 분석결과의 시사점 85
    • Ⅴ. 결론 89
    • 1. 요약 및 결론 89
    • 2. 연구의 한계 및 향후 연구의 방향 91
    • <참고문헌> 93
    • <설문지> 102
    • Abstract 106
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    참고문헌 (Reference)

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    6. Expressing emotion: Myths, Kennedy-Moore, Watson, , 1999

    7. Whymarriagessucceedorfail, Gottman, , 1994

    8. 조직행동의 동기이론, 한덕웅, , 1990

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    10. A test of value congruence effects, Kalliath, Strube, Bluedorn, , 1999

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