호텔식음료 조직구성원의 고객불량행동이 소진 및 이직의도에 미치는 영향

Abstract

This study investigated the effect of customer badness behavior on burnout and turnover intention of employee in the food and beverage in hotels. This study also examined followership as mediating the relationship between customer badness behavior and turnover intention. Sampling was collected from 290 employees in the food & beverage section in 6 different hotels. AMOS analyses were used for the test of hypotheses. The result of this study are as follower. First, the results indicated that the customer badness behavior positively affects burnout. Second, the results also showed that burnout positively affects turnover intention. Lastly, this study verified that the mediation effect of burnout was mediated between the customer badness behavior and turnover intention Therefore, it will require the ideal human resource management that reduces burnout and turnover intention of employees.