호텔기업의 종업원만족과 이직의도간의 비선형적 관계에 관한 연구

다국어 초록 (Multilingual Abstract)

The hotel industry is based on tangible products and intangible personal services, and is labor intensive with high dependency on employees in particular. It is very important the method and attitude that employees implement their works. Because the satisfaction of employees who provide services by direct contact with customers affects the customer satisfaction and business performance decisively, employee management is very crucial in improving service quality and customer satisfaction. That is to say, if employees have high satisfaction on their job, they would decrease their turnover intention, and they would improve customer satisfaction, through the improvement of service quality. With such factors in mind, this study attempted to figure out whether the relation between employee satisfaction and turnover intention is linear or non-linear and also to verify the moderating effect of the switching barrier (switching cost and attractiveness of alternatives). For this purpose, a questionnaire survey was carried out to employees of special super deluxe hotels in Busan, and a total of 242 data was used. To figure out non-linearity and moderating effects, hierarchical regression analysis method was used. The result of empirical analysis demonstrated that there was non-linearity between employee satisfaction and turnover intention. While there was no moderating effect of switching cost, the moderating effect of the square of attractiveness of alternatives appeared in the relation between employee satisfaction and turnover intention. Based on this result, the study suggests practical and theoretical implications, and future studies to deal with.

참고문헌 (Reference)

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