카지노딜러들의 개인적 직무만족과 직무스트레스가 직무태도에 미치는 영향에 관한 연구 : P사 카지노 기업 딜러들을 대상으로 = (A) Study on the impact of casino dealers' job stress & job satisfaction on job performance attitude

다국어 초록 (Multilingual Abstract)

Casino is one of the representatives in the service industry. Players perform games in casinos and dealers play an important role. Regarding the main job performance of casino dealers at the gaming table as carrying on business and performing the service, this research focuses on the casino dealers' job performance attitude at the gaming table and aims to analyze the impact of casino dealers' job stress and job satisfaction on their job performance attitude.
Data for this study were collected through sample surveys of casino dealers at Walker Hill Hotel in Seoul from April 6 to 13, 2003. A total of 350 questionnaires were distributed and 306 of them have been returned, showing 87 percent of return rate. A total of 302 answered questionnaires were available for the analyses after omitting four unusable questionnaires.
T-test, One-way ANOVA, correlation, regression, factor analysis were conducted for the study using SPSS version 10.0, a sophisticated statistical package program.
The objectives of this study were (1) to find the impact of job stress and job satisfaction on casino dealers' business attitude, (2) to find the impact of job stress and job satisfaction on performing heterogeneity and expert service, (3) to verify if there is significant correlation between business attitude and service performance, and (4) to show significant differences in job satisfaction, job stress, business attitude, service performance based on demographic and job related characteristics.
The results of the study are as follow:
First, it revealed that the personal and the task factor of job satisfaction have a positive impact on factor of business attitude. Second, it shows that the task factor of job stress has a positive impact on the service heterogeneity. The task factor of job satisfaction and the organizational factor of job stress have a positive impact on expert service. Third, the result of the study shows a significant correlation between business attitude and service performance attitude. To be specific, the independent factor of carrying on business and the expert factor of service performance were significant positive correlation, and the dependent factor of carrying on business and the heterogeneity factor of service performance also have a statistically significant positive correlation. Lastly, the result of the study verifies significant differences in the employee's job stress factors between gender, education, marital status, type of entering his/her company, length of service, class of ohis/her position, and division of work (Black Jack, Baccarat, Roulette) as well as significant differences in the employee's job satisfaction between gender, age, education, marital status, type of entering his/her company, length of service, work shift, and division of work. In case of business attitude factors at the gaming table, there were significant differences between education, marital status, and work shift. However, significant differences also exist in the service performance attitude depending on gender, age, marital status, type of entering his/her company, and length of service.
In casinos, service is mainly delivered by dealers at the gaming table, and customer satisfaction depends on dealers. Employee satisfaction and customer satisfaction are linked. That is the reason why the use of internal marketing is encouraged in the casino industry.
It is necessary for the casino industry to continue to conduct studies on the factors that influence casino dealer's job performance, such as job satisfaction and job stress, personal characteristics of dealers, different types of games, and customer characteristics of different games. These studies will help improve dealer's business and service performance at the gaming table.

목차 (Table of Contents)

• 목차 = ⅰ
• 제Ⅰ장 서론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 4
• 제3절 연구의 범위와 연구방법 = 4
• 제4절 연구의 구성 = 5
• 제Ⅱ장 이론적 배경 = 6
• 제1절 직무스트레스 = 6
• 1. 직무스트레스의 개념 = 6
• 2. 직무스트레스 요인 = 12
• 제2절 직무만족 = 18
• 1. 직무만족의 개념 = 18
• 2. 직무스트레스와 직무만족과의 관계 = 20
• 3. 직무만족의 요인 = 21
• 제3절 카지노 서비스 = 26
• 1. 카지노 서비스의 개념 및 구성요소 = 26
• 1) 카지노 서비스의 개념 = 26
• 2) 카지노 서비스의 구성요소 = 28
• 2. 카지노서비스품질의 개념 및 구성요소 = 32
• 1) 카지노서비스품질의 개념 = 32
• 2) 카지노서비스품질의 구성요소 = 34
• 3. 카지노딜러의 서비스접점(MOT)검토 = 36
• 1) 서비스 접점(MOT)의 개념 = 36
• 2) 카지노서비스에서의 접점(MOT) = 37
• 3) 카지노 딜러의 게임테이블에서의 서비스 접점(MOT)검토 = 40
• 4. 게임종류에 따른 업무분장 = 43
• 1) 블랙잭(Black Jack) = 43
• 2) 바카라(Baccarat) = 44
• 3) 룰렛(Roulette) = 45
• 5. 딜러가 게임테이블에서 영업에 임하는 태도 = 46
• 제Ⅲ장 연구조사설계 = 48
• 제1절 연구모형 및 가설의 설정 = 48
• 제2절 연구조사설계 = 49
• 제3절 설문지 구성 및 내용 = 50
• 제Ⅳ장 실증분석 = 56
• 제1절 표본의 특성 = 56
• 제2절 변수의 정의화 = 58
• 제3절 가설검증 = 65
• 1. 영향분석 = 65
• 2. 상관분석 = 68
• 3. 차이검증 = 69
• 제4절 가설검증 요약 = 77
• 제Ⅴ장 결론 = 78
• 제1절 연구결과의 요약 = 78
• 제2절 본 연구의 한계점과 향후 연구방향 = 83
• *[Reference] = 85
• 〈카지노딜러들의 개인적 직무만족과 직무스트레스가 직무태도에 미치는 영향에 관한 연구〉 = 98
• ABSTRACT = 102