MZ세대 바리스타의 직무동기가 직무열의, 회복탄력성 및 서비스 혁신행동에 미치는 영향 = The Effects of Job Motivation on Job Engagement, Resilience, and Service Innovation Behavior among Millennial and Gen Z Baristas

다국어 초록 (Multilingual Abstract)

This study examines the effects of job motivation on job engagement, resilience, and service innovation behavior among Millennial and Gen Z baristas working in coffee shops. As service employees play a crucial role in delivering innovative service experiences, understanding the factors that promote innovative behavior is increasingly important in the coffee shop industry. This study proposes a structural model in which intrinsic and extrinsic job motivation influence job engagement and resilience, which in turn affect service innovation behavior. Data were collected from baristas currently employed at coffee shops located in Jeollanam-do and Gwangju, South Korea. A total of 250 questionnaires were distributed, and 231 responses were returned. After excluding incomplete responses, 220 valid questionnaires were used for the final analysis. The collected data were analyzed using confirmatory factor analysis and structural equation modeling with IBM SPSS Statistics 28.0 and AMOS 28.0. The results indicate that intrinsic and extrinsic job motivation significantly influence job engagement and resilience. In addition, job engagement and resilience were found to positively affect service innovation behavior. These findings suggest that enhancing employees’ motivational factors and psychological resources can play an important role in promoting innovative service behavior among baristas in coffee shop settings.