호텔 종사원이 지각하는 고객불량행동과 직무만족, 고객지향성의 구조적 관계

The Structural Relationships among Perceived Customer Dysfunctional Behavior, Job Satisfaction, and Customer-Orientation in Hotel Employees. : Focusing on the moderating effect of need for achievement

This study surveyed hotel employees who served for five-star hotels located in Seoul. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from October 2017 to December 2017. 318 questionnaire copies were used for data analysis. Data obtained from the collected questionnaires were subjected to reliability analysis and exploratory factor analysis, using SPSS 20.0, and to covariance structure analysis (SEM: structural equation modeling), using Amos 20.0 And the chi square (χ²) difference test was carried out for testing moderating effects. As a result of hypothesis testing, it was found that customer dysfunctional behavior perceived by hotel employees had significant negative (-) effects on job satisfaction, which shows that the more the customer dysfunctional behavior is perceived, the lower the job satisfaction becomes. Second, it was found that hotel employees’ job satisfaction had significant positive (+) effects on their customer orientation. Lastly, it was found that the effects of customer dysfunctional behavior perceived by hotel employees differed according to the degrees of their need for achievement, which shows the moderating effect of need for achievement. The theoretical implications of this study are significant in that it used as a moderating variable the need for achievement, which was hardly dealt with in studies on hotel employees in connection with the relationship between customer dysfunctional behavior and job satisfaction, and confirmed its moderating effect.