호텔 종사원의 일-생활 균형이 직무열의와 직무애착을 매개로 고객지향성에 미치는 영향

The Effects of Work–Life Balance on Customer Orientation Mediated by Job Engagement and Job Attachment among Hotel Employees

This study explores the effects of work–life balance on customer orientation among hotel employees, focusing on the mediating roles of job engagement and job attachment. Survey data were collected from 285 employees working at five-star hotels in Korea, and structural equation modeling (SEM) was applied to test the hypothesized relationships. The results indicate that work–family balance and work–leisure balance significantly enhance job engagement, while work–growth balance does not show a significant effect. Among the outcomes, job engagement strongly contributes to job attachment, which in turn exerts a significant positive influence on customer orientation. However, the direct effect of job engagement on customer orientation was not significant, highlighting the mediating role of job attachment. These findings suggest that not all dimensions of work–life balance equally contribute to desirable job attitudes and behaviors, and underscore the pivotal role of job attachment in fostering customer-oriented service delivery. The study provides theoretical contributions by extending the understanding of work–life balance in the hospitality context and offers practical insights for developing human resource strategies aimed at strengthening employee engagement and customer orientation.