호텔종사원의 역할과부하와 일-가정균형만족, 조직시민행동의 구조적 관계

The Structural Relationships among Role Overload, Satisfaction with Work-Family Balance, and Organizational Citizenship Behavior in Hotel Employees: Focusing on the moderating effect of Perceived Organizational Support

This study surveyed hotel employees who served for five-star hotels located in Seoul and Busan. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about two months from June 2019 to July 2016. 279 questionnaire copies were used for data analysis. As a result of hypothesis testing, first, it was found that hotel employees’ role overload had significant negative (-) effects on their satisfaction with work-family balance, which shows that the higher the role overload, the lower the satisfaction with work-family balance. Second, it was found that hotel employee’s satisfaction with work-family balance had significant positive (+) effects on their organizational citizenship behavior. Lastly, it was found that the influence of hotel employees’ role overload on their satisfaction with work-family balance varied with the degrees of perceived organizational support, confirming the moderating effect of perceived organizational support. This study carries significant implications in that it is the first study identifying the moderating effect of perceived organizational support on the relationship between hotel employees’ role overload and their satisfaction with work-family balance. Given the results of this study, hotel companies will have to improve organizational culture by providing job resources based on emotional bonds so that the organizational culture can contribute to job performance and organizational performance. For example, it is necessary to review plans for actively introducing systems like core time, flextime, and family day in order to create an organizational culture of work & life balance.