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부정적 V.O.C의 귀인이 호텔 레스토랑 직원의 부정적 감정과 소진에 미치는 영향: 서울 5성급 호텔 레스토랑 중심으로

Culinary Science & Hospitality Research

2019. 03

최영, & 이충훈

This study examined how the voice of customer (V.O.C) attributions (the locus of causality, the controllability and the stability) affect the negative emotions and job burnout of the hotel restaurants’ employees and identified the impacts of negative emotions on the employees’ job burnout based on the attribution theory. To this end, we surveyed several 5-star hotel restaurants’ employees in Seoul. A total of 462 valid responses were finally used for the data analyses using multiple regression analyses. The results show that the negative V.O.C’s locus of causality and the controllability had significant effects on the employees’ felt negative emotions, but the stability had no effect on the negative emotions. In addition, employees’ negative emotions had positive relationships with their emotional exhaustion and cynicism. But, they did not affect employees’ personal accomplishment perception. Finally, theoretical and practical implications, the study limitations, and the direction of future research were discussed in the area of job stress management of hotel employees.

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