Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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Comparison Analysis on Consumption Behavior depending on Emotional Style

호텔 종사원들의 감성스타일이 소비 형태에 미치는 영향

  • Kim, Dae-Sub (Dept. of Foodservice Management, Nambu University) ;
  • Kim, Hee-Kee (Dept. of Hotel Culinary Arts, Nambu University)
  • 김대섭 (남부대학교 외식조리경영학과) ;
  • 김희기 (남부대학교 호텔조리학과)
  • Received : 2014.11.07
  • Accepted : 2015.02.15
  • Published : 2015.02.28
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Abstract

The purpose of this research is to examine how emotional intelligence has a moderating effect on the relationship between emotional dissonance and job burnout and to investigate a mediating relationship between emotional dissonance and turnover intention through job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 300 self-report questionnaires distributed to hotel employees, 233 usable responses were received and utilized in the final analyses. The results show that emotional dissonance significantly affected job burnout, and job burnout completely mediated the effect of emotional dissonance on turnover intention. Additionally, emotional intelligence moderated the relationship between emotional dissonance and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. Particularly, emotional intelligence moderated the mediating relationship between emotional dissonance and life style intention via job burnout(moderated mediation effect), indicating that the mediation effect was stronger in the low emotional intelligence group. Therefore, hotel managers should efficiently implement strategies and programs to reduce emotional dissonance and job burnout and enhance emotional intelligence, which lead to lower turnover intention.

본 연구의 목적은 감성스타일의 부조화와 직무소진 및 감성지능을 분석하는 것이다. 이를 위하여 조절효과분석과 중심효과분석 그리고 요인분석을 실시하였다. 국내 호텔에서 근무하는 233명의 전방부서 종사원들을 대상으로 연구를 진행한 결과, 주요 결론은 다음과 같다. 첫째, 종사원들의 감정스타일이 발생하면 소비형태를 느끼게 되는데, 종사원들의 감성지능의 값이 증가하면 이러한 영향은 완화되는 조절효과가 나타났다. 둘째, 감정부조화는 직무소진을 경유하여 생활에 영향을 미치는 효과가 나타났다. 셋째, 감정 부조화가 직무소진을 거쳐 이직의도에 영향을 주는 소비효과가 모든 종사원들에게 동일하게 나타나는 것이 아니라, 감성지능의 값이 낮은 종사원들에게만 나타나고, 감성지능이 풍부한 종사원들에게는 나타나지 않는 조절된 감성효과로 확인되었다. 우수한 인적 자원이 이직하는 상황을 해결하기 위하여 호텔관리자들은 제도적인 장치를 마련하여야 할 것이다. 즉, 상담 등을 통하여 호텔종사원들의 감정부조화와 직무소진을 감소시키기 위한 노력을 해야 하며, 특히 종사원들의 감성지능을 향상시키기 위한 전략 수립이 절대적으로 필요할 것이다. 이는 채용 시에 감성지능이 높은 종사원들을 고용하는 전략뿐만 아니라, 종사원들의 감성지능을 증진시키기 위한 교육프로그램 등의 개발을 적극적으로 고려하여야 할 것이다.

Keywords

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