카지노이용 고객의 불량행동이 카지노 종사원의 감정부조화와 소진에 미치는 영향 (The Effects of Customers' Bad Behavior on Employees' Emotional Dissonance and Burnout in Casino)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 30권 / 7호 / 75 ~ 91페이지
· 저자명 : 정동주, 이승영

초록

To achieve the purpose of this study, the hypotheses were drawn through the literature review. A survey was carried out on employees in Kangwon Land Casino.
Questionnaires of total 310 copies were distributed to conduct an analysis of valid questionnaires of 292 copies. The factor analysis and reliability analysis were conducted to verify the validity and reliability of measuring tools. First, the effect of customers' bad behavior on employees' emotional dissonance in casino showed that customers' bad behavior has a statistically significant positive effect on employees' emotional dissonance - the higher customers' bad behavior, the higher employees' emotional dissonance. Second, the effect of employees' emotional dissonance on their burnout in casino showed that employees' emotional dissonance has a statistically significant positive effect on their emotional exhaustion - the higher employees' emotional dissonance, the higher their emotional exhaustion. And employees' emotional dissonance had a statistically significant positive effect on their depersonalization - the higher employees' emotional dissonance, the higher their depersonalization. Besides, employees' emotional dissonance had a statistically significant positive effect on their lack of accomplishment - the higher employees' emotional dissonance, the higher their lack of accomplishment.

영어초록

To achieve the purpose of this study, the hypotheses were drawn through the literature review. A survey was carried out on employees in Kangwon Land Casino.
Questionnaires of total 310 copies were distributed to conduct an analysis of valid questionnaires of 292 copies. The factor analysis and reliability analysis were conducted to verify the validity and reliability of measuring tools. First, the effect of customers' bad behavior on employees' emotional dissonance in casino showed that customers' bad behavior has a statistically significant positive effect on employees' emotional dissonance - the higher customers' bad behavior, the higher employees' emotional dissonance. Second, the effect of employees' emotional dissonance on their burnout in casino showed that employees' emotional dissonance has a statistically significant positive effect on their emotional exhaustion - the higher employees' emotional dissonance, the higher their emotional exhaustion. And employees' emotional dissonance had a statistically significant positive effect on their depersonalization - the higher employees' emotional dissonance, the higher their depersonalization. Besides, employees' emotional dissonance had a statistically significant positive effect on their lack of accomplishment - the higher employees' emotional dissonance, the higher their lack of accomplishment.

참고자료

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