소진, 직무만족, 직무불만족과 반응행동과의 관계 분석 - Farrell의 EVLN모델을 중심으로 - = The Relationship between Burnout, Job satisfaction, and Job dissatisfaction and Response Behaviors: An Application of Farrell's EVLN model

국문 초록 (Abstract)

본 연구는 소진, 직무만족, 직무불만족과 직무수행에 따른 반응행동(발언, 충성, 이탈, 태만)과의 관계를 검증하기 위해 수행되었다. 이 연구의 자료는 면세점을 방문한 관광객 167명으로부터 받은 설문지에 의해 수집되었다. 연구의 결과는 다음과 같다.
첫째, 소진은 직무만족과 직무불만족 양쪽 모두에 영향을 미치는 요인으로서 직무만족을 저하시키며, 동시에 직무 불만족을 높이는 주요 요인으로 규명되었다. 둘째, 소진은 반응행동(발언, 충성, 이탈, 태만)중 발언을 저하시키고, 태만행동을 높이는 것으로 분석되었다. 셋째, 직무만족도는 충성심은 고취시키고 태만한 행동은 저하시키는 것으로 나타낸 반면, 직무불만족은 충성도를 저하시키며 직무태만을 높이는 요인으로 파악되었다.
연구의 결과는 Farrell의 EVLN모델을 중심으로 하여 그 이론적분석적 유용성에 대한 논의를 하였다. 이러한 논의는 호텔기업 관리자들에게 효율적인 직원관리를 위한 내부마케팅 전략 수립에 도움을 줄 수 있을 것이다.

다국어 초록 (Multilingual Abstract)

Using a sample of 167 five star hotel employees, this paper investigated the relationship between burnout, job satisfaction, and job dissatisfaction and different types of response behaviors. Farrell's exit, voice, loyalty and neglect(EVLN) model was employed to test the relationship. Results showed that burnout was the main factor of both job satisfaction and job dissatisfaction. It implies that burnout might reduce job satisfaction and increase job dissatisfaction at the same time. Results also indicated that burnout could lower voice behavior, while it might heighten neglect behavior. In contrast, job satisfaction might raise loyalty behavior and decrease neglect behavior. while job dissatisfaction could reduce loyalty behavior and increase neglect behavior. Findings from this study might be helpful for hotel mangers to establish internal marketing strategies.

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