호텔 종사원의 대인관계 스트레스, 가정-직장, 직장-가정 갈등 및 고객지향성의 관계

Research on the Relationship between Interpersonal Relationship Stress, Family-Work Conflict, Work-Family Conflict and Customer Orientation of Hotel Employees

The purpose of this study is the effect of interpersonal relationship stress on work-family conflict, work-family conflict on customer orientation for employees working at four-star and five-star hotels in Seoul. The interpersonal relationship stress included stress from seniors, juniors, co-workers, and customers. The test results were as follows: First, Among interpersonal relationship stresses, stress from seniors, co-workers staffs had a effect positive (+) effect on family-work conflict. Among interpersonal relationship stresses, only stress from customers had a effect positive (+) effect on work-family conflict. Second, Family-work conflicts have a positive (+) effect both on business customer orientation and voluntary customer orientation. Work-family confilict only negative (-) effects voluntary customer orientation. In order to manage the stress, it is necessary to actively support the employees in the workplace and activities of the club so that the relationship between the employees can be strengthened, so that the stress caused by the seniors, juniors, co-workers, and customers relationship should not be transferred to the family.