소진, 직무만족, 직무불만족과 반응행동과의 관계 분석

The Relationship between Burnout, Job satisfaction, and Job dissatisfaction and Response Behaviors: An Application of Farrell's EVLN model

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.