서비스 인카운터에서 직무스트레스와 고객지향성 : 고용형태의 조절효과

초록

This study empirically examined not only the structural relationship among job stress, job burnout, job satisfaction, and customer orientation, but also the moderating roles of employment status in a family restaurant segment. Data were collected from 247 employees who have worked at ten family restaurants of the four nation-wide family restaurant franchises operating in Korea. Mostly consistent with previous studies, emotional exhaustion which are the sub-variable of job burnout positively affected job stress. Lacking of personal accomplishment which were the dimensions of job burnout had significant effects on job satisfaction. Finally, job satisfaction had a positive effect on customer orientation. The moderating effect of employment status between lacking of personal accomplishment and job satisfaction was significantly apparent and between job satisfaction and customer orientation was significantly apparent. Limitations and future research directions were also discussed.

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