DOI QR코드

DOI QR Code

The Effects of Interpersonal Relationship Stress on Job Attitude and Turnover Intention: Focused on Hotel Employees in Food and Beverage Department

대인관계 스트레스가 직무태도와 이직의도에 미치는 영향: 호텔 식음료 종사원을 대상으로

  • Received : 2018.02.06
  • Accepted : 2018.03.26
  • Published : 2018.03.31

Abstract

The purposes of this study was to investigate how interpersonal relationship stress had the impact on job attitude and turnover intention. To perform this study, total 420 questionnaire were distributed to regular hotel employees from October 16th to November 26th in 2017. Unworkable data were excluded, and final 344 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and regression analysis were measured by using SPSS 18.0, respectively. For the study structure, interpersonal relationship stress primarily concentrated on the boss/staff/colleague/customer stress. Job attitude was divided into organization commitment and job satisfaction. Transfer intention was a single factor. The results of this study were shown as follows: Hypothesis 1, boss/customer stress have a negative effect on organization commitment and boss/colleague/customer stress have a negative effect on job satisfaction. Hypothesis 2, boss/customer stress have a positive effect on transfer intention. Hypothesis 3, tissue commitment have a negative effect on transfer intention. This results of this study have shown that stress management of employee is a source of management result in hotel business. This study have given to the hotel's human resource management and internal marketing for the practical implication and academical use.

Keywords

References

  1. Ahn, S. B., & Lee, J. H. (2015). A study on the impact of hotel internal marketing practices on culinary staff job satisfaction and organizational commitment. Culinary Science & Hospitality Research, 21(2), 60-74. https://doi.org/10.20878/cshr.2015.21.2.006006
  2. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.5465/amr.1993.3997508
  3. Bae, G. S. (2016). Influence of elderly care facilities workers' interpersonal relationship on job satisfaction and turnover intention (Master's thesis). Daegu-Haany University.
  4. Baek, Y. S. (2014). The relationships among emotional labor and quality of LMX, job attitudes. Orde Economics Journal, 17(2), 27-45.
  5. Blau, G. (1989). Testing the generalizability of a career commitment measure and its impact on employee turnover. Journal of Vocational Behavior, 35(1), 88-103. https://doi.org/10.1016/0001-8791(89)90050-X
  6. Buchanan, B. (1974). Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly, 19(4), 533-546. https://doi.org/10.2307/2391809
  7. Caplan, R. D., Cobb, S., & French, J. R. (1975). Job demands and worker health; main effects and occupational differences. In Hew Publication (NIOSH) (Vol. 75). DHEW.
  8. Cheon, S. D., Lee, E. Y., & Lee, S. G. (2006). A study about influence on job stress factors with leader-member exchange, job satisfaction, organizational commitment and intention of turnover. International Journal of Tourism & Hospitality Research, 20(1), 17-34.
  9. Cho, J. H., Lee, B. S. & Park, K. H. (2011). A study on the effect of selection attributes on consumer satisfaction and repurchase intention about HMR: In case of ready-to-endcook. Culinary Science & Hospitality Research, 17(2), 85-97. https://doi.org/10.20878/cshr.2011.17.2.006
  10. Cho, S. H., Han, K. S. & Lee, M. H. (2016). The effect of hotel bakery employee's perceived organizational support and self-efficacy on organizational commitment. Culinary Science & Hospitality Research, 22(3), 66-78. https://doi.org/10.20878/cshr.2016.22.3.007007007
  11. Choe, H. J., & Kwon, H. G. (2008). The stress influences on the job attitudes toward the employees of construction industries. The Korean Journal of Business Administration, 21(4), 1723-1749.
  12. Cooper, C. L., & Marshall, J. (1976). Occupational sources of stress: a review of the literature relating to coronary heart disease and mental health. Journal of Occupational Psychology, 49, 11-28. https://doi.org/10.1111/j.2044-8325.1976.tb00325.x
  13. Cooper, M. A., Sherrill, C. & Marshall, D. (1986). Attitudes toward physical activity of elite cerebral palsied athletes. Adapted Physical Activity Quarterly, 3(1), 14-21. https://doi.org/10.1123/apaq.3.1.14
  14. Fleischer, B. J. (1985). Identification of strategies to reduce turnover among child care workers. In Child & Youth Care Forum, 14(2), 130-139. https://doi.org/10.1007/BF01113406
  15. French, J. R. P., & Caplan, R. D. (1991). Organization stress and industrial, readings. Business Publication, 307-309.
  16. Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. Academy of Management Journal, 26, 567-586.
  17. George T., Milkovich., & Boudreau J. W. (1994). Human resource management, Irwin.
  18. Gupta, N., & Beehr, T. A. (1979), Job stress and employee behavior. Organizational Behavior & Human Performance, 23(3), 373-387. https://doi.org/10.1016/0030-5073(79)90004-7
  19. Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work : A test of A theory. Organizational Behavior & Human Performance, 16, 250-279. https://doi.org/10.1016/0030-5073(76)90016-7
  20. Han, K. H.(1986). The study on the interpersonal relations disposition and psychological home environment (Master's degree). Sook-Myong Women's University.
  21. Hong, S. J. (2014). The effects of stress that Nailists have in their personal relationships on their occupational satisfaction, organizational immersion, and turnover intentions (Master's thesis). Dong-Sin University.
  22. Hom, P. W., & Griffeth, R. W. (1991). Structural equations modeling test of a turnover theory: Cross-sectional and longitudinal analyses. Journal of Applied Psychology, 76(3), 350. https://doi.org/10.1037/0021-9010.76.3.350
  23. Ivancevich, J. M., & Matteson, M. T. (1980). Stress and work: A managerial perspective. Glenview, III : Scott, Foresman.
  24. Ivancevich, J. M., Matteson, M. T., & Preston, C. (1982). Occupational stress, type A behavior, and physical well being. Academy of Management Journal, 25(2), 373-391. https://doi.org/10.2307/255998
  25. Jeon, Y. M. (2014). The effects of hotel culinary employee's job embeddedness on job satisfaction, career commitment and turnover intention. Culinary Science & Hospitality Research, 20(6), 41-55. https://doi.org/10.20878/cshr.2014.20.6.004004004
  26. Kanter, R. M. (1968). Commitment and social organization: A study of commitment mechanisms in utopian communities. American Sociological Review, 33, 499-517. https://doi.org/10.2307/2092438
  27. Kim, C. H., & Ha, J. H. (2013). A study on the relationship between the interpersonal stress in private security officers and their job satisfaction and turnover intention. Korean Security Science Association, 34, 115-137.
  28. Kim, H. Y., (2016). The impact of emotional labor according to rapport on job burnout, and organizational satisfaction as perceived by five-star hotel chefs in Seoul. Culinary Science & Hospitality Research, 22(5), 339-351. https://doi.org/10.20878/cshr.2016.22.5.025
  29. Kim, S. K., (2008). Human behavior in organization. Myung Kyoung.
  30. Kim, T. H., & Kim, H. J. (2014). A study on the relationship between cooks' job inconsistency and job performance on intention of changing jobs. Culinary Science & Hospitality Research, 20(6), 13-27. https://doi.org/10.20878/cshr.2014.20.6.002002002
  31. Kwon, H. R. (2012). A study on the effects of police officer's emotional exhaustion on job attitude. Institute of Police Science, 7(2), 67-87. https://doi.org/10.16961/polips.2012.7.2.67
  32. Lee, S. H., & Bang, Y. S. (2015). The effect of emotional labor and burnout on the job attitude of occupational therapists. The Journal of Korean Society of Occupational Therapy, 23(1), 95-108. https://doi.org/10.14519/jksot.2015.23.1.08
  33. Lee, Y. J., & Chae, M. S. (2008). An empirical study on the influence of fun management and fun leadership behavior on job stress and job attitude. Korea Journal of Business Administration, 21(3), 1029-1058.
  34. Locke, E. A. (1976). The nature and causes of job satisfaction. Handbook of Industrial and Organizational Psychology, Rand-Mcnally, 1297-1349.
  35. Luthans, F. (1981). Organizational behavior (3nd ed.). New York, McGraw-Hill.
  36. Min, B. J., & Kim, B. J. (2013). Influence of job embeddedness and job stress on the elementary school teachers burnout mediated by job attitude. Korean Journal of Educational Administration, 31(4), 25-48.
  37. Mobley, W. H. (1982). Some unanswered questions in turnover and withdrawal research. Academy of Management Review, 7(1), 111-116. https://doi.org/10.5465/amr.1982.4285493
  38. Mowday, R. T., Porter, L. W., & Steers, R. M. (1982). Employeeorganization linkage. The psychology of commitment absenteism, and turn over. Academic Press Inc.: London.
  39. Park, S. J., & Han, H. O. (2012). The effects of emotional labor on job-related attitudes among casino employees. The Journal of Women & Economics, 9(1), 77-98.
  40. Pinder, C. C. (1984). Work motivation. Glenview, IL: Scott, Foresman.
  41. Price, J. L. (1977). The study of turnover. Ames, Iowa: Iowa State University Press.
  42. Robbins, S. P., & Judge, T. A. (2007). Essentials of organizational behavior (9th ed.). Prentice Hall.
  43. Schuler, R. S. (1980). Definition and conceptualization of stress in organizations. Organizational Behavior & Human Performance, 25(2), 184-215. https://doi.org/10.1016/0030-5073(80)90063-X
  44. Seo, J. H. (1997). The study on the impact of job related roles and interpersonal relationships to the development of absenteeism. Korea Business Rewiew, 26(3), 633-655.
  45. Seo, J. W., & Yeo, Y. S. (2016). Effects of manager's leadership on job attitude and turnover intention of Korean restaurant: Focusing on the mediating effects of communication. Korea Academic Society of Tourism Management, 31(5), 357-378.
  46. Son, T. W. (2005). Organizational behavior and creating. Bobmunsa.
  47. Spector, P. E., Dwyer, D. J., & Jex, S. M. (1988). Relation of job stressors to affective, health, and performance outcomes: a comparison of multiple data sources. Journal of Applied Psychology, 73(1), 11. https://doi.org/10.1037/0021-9010.73.1.11
  48. Steel, R. P., & Ovalle, N. K. (1984). A review and metaanalysis of research on the relationship between behavioral intentions and employee turnover. Journal of Applied Psychology, 69(4), 673-686. https://doi.org/10.1037/0021-9010.69.4.673
  49. Steers, R. M., & Mowday, R. T. (1981). Employee turnover and post-decision accommodation processes, In Cummings, L. L. and Staw, B. M. (Eds.), Research in organizational behavior. (Vol. 3). Greenwich, Conn.: JAI Press.
  50. Weiss, D. J., Dawis, R. V., & England, G. W. (1967). Manual for the minnesota satisfaction questionnaire. Minnesota Studies in Vocational Rehabilitation, 22, 120.
  51. Wiener, Y. (1982). Commitment in organizations: A normative view. Academy of Management Review, 7(3), 418-428. https://doi.org/10.5465/amr.1982.4285349
  52. Yoo, J. Y. (2016). The impact of job characteristics and job satisfaction of franchise bakery employees on turnover - Focused on Gwangju. Culinary Science & Hospitality Research, 22(3), 22-32. https://doi.org/10.20878/cshr.2016.22.7.003