호텔과 레스토랑 종사원의 혼잡지각이 직무열의 및 고객지향성에 미치는 영향

The Effect of Hotel and Restaurant Employees' Congestion Perception on Job Engagement and Customer Orientation

Purpose: The purpose of this study is to analyze the effect of hotel and restaurant employees' congestion perception on job engagement and customer orientation. Method: Simple regression analysis, multiple regression analysis, and correlation analysis were conducted to analyze the relationship between the validity and reliability of each variable. Results: In this study, it was found that among hotel and restaurant employees' congestion perception, human congestion perception increases job engagement and can increase customer orientation accordingly, but spatial congestion perception decreases employees' job engagement and consequently can have a negative effect on customer orientation. Conclusion: The significance of this study can be found in that it confirmed the effect of crowded service space on hotel and restaurant employees while emphasizing the importance of service space for efficient service provision of employees in service companies. Interdisciplinary Research Implications: This study is targeted at hotels and restaurants located in Seoul among the tourism industry, and it is considered that it can be spread to applied research if interdisciplinary research on congestion perception in the leisure sector is carried out in connection with the aspect of physical education in the future.