호텔 식음료 및 조리종사자의 개인성격, 갈등유형, 조직성과 간의 영향관계 :A study on the relationships between hotel food & cook worker's personal characteristics, conflict types and organizational performance

김상군

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자료유형: 학위논문

저자정보: 김상군 (동명대학교, 동명대학교 대학원)

지도교수: 최영준

발행연도: 2017

저작권: 동명대학교 논문은 저작권에 의해 보호받습니다.

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이 논문의 연구 히스토리 (3)

2018

호텔 식음료 종사자의 개인성격과 갈등유형이 직무만족에 미치는 영향

김상군 관광레저연구 2018.04 학술저널

2017

특급호텔 식음료 및 조리종사자의 갈등유형이 조직유효성에 미치는 영향 : 부산지역을 중심으로

김상군 , 최영준 관광레저연구 2017.02 학술저널

호텔 식음료 및 조리종사자의 개인성격, 갈등유형, 조직성과 간의 영향관계

김상군 호텔관광학과 2017.01 학위논문

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오늘날 호텔의 식음료 부문은 호텔의 수익향상에 중요한 역할을 담당하고 있으며 특히 식음료 및 조리종사자는 가장 중요한 자원이라 할 수 있다. 이러한 인적자원의 개인성격에 따라 서비스의 수준이 달라질 수 있으며 결국 조직의 성과에 큰 영향을 미칠 수 있다. 또한 조직구성원들의 상호관계와 근무환경은 사람의 성격유형에 따라 다양한 갈등이 발생하게 될 것이다. 이러한 결과에 따라 조직성과에 미치는 영향력도 다양하게 나타날 수 있다. 따라서 개인성격의 유형을 파악하여 조직성과에 미치는 영향관계와 조직 내에서 필연적으로 발생하는 갈등의 유형을 분석하여 개인성격이 조직성과에 미치는 영향에 있어 어떠한 매개효과를 미치는지 실증 분석하였다.
이러한 연구 배경 하에 본 연구는 개인성격, 갈등유형, 직무만족, 조직몰입 간의 영향관계를 검증하기 위하여 관련선행연구를 근거로 하여 연구모형 및 연구가설을 설정하여 실증분석을 실시하였다. 본 연구의 실증분석은 부산지역 특급호텔 식음료 및 조리종사자를 대상으로 예비조사를 거쳐 본 조사는 2017년 3월 27일부터 4월 10일까지 15일 동안 320명을 대상으로 실시하여 315부를 회수하였고 불성실한 응답지 3부를 제외한 총 312부를 사용하였다. 통계분석은 SPSS 18.0 통계 패키지 프로그램을 활용하여 연구 목적에 따라 빈도분석, 신뢰도 분석, 탐색적 요인분석, 상관관계 분석을 실시하였으며, 가설의 검증을 위하여 다중회귀분석과 매개회귀분석을 실시하였으며 결과는 다음과 같다.
첫째, 연구표본의 인구 통계적 특성을 파악하기 위하여 빈도분석을 실시한 결과 20대와 30대 남성의 비율이 높은 것으로 나타났다. 본 연구의 대상은 부산지역의 특급호텔 식음료와 조리 종사자이며, 20대와 30대의 젊은층의 비율이 높은 것을 알 수 있다.
둘째, 호텔 식음료 및 조리종사자들은 조직생활 속에서 수많은 갈등을 경험하고 적응하면서 개인성격 특성마다 나타나는 결과는 다양한 것을 알 수 있다. 개방적이고 외향성의 성격은 열린 사고방식과 형식에 한정되기보다는 새로운 경험과 적극적인 활동을 하는 성향이 강하며 크게 한정되지 않고 원만한 생활태도를 보이는 성격의 조직원들은 조직 내의 부적합한 관계의 갈등을 보다 쉽고 적극적이며 긍정적으로 해결하게 되므로 관계갈등이 오히려 감소되는 것으로 평가할 수 있다. 반면, 거짓 없이 진실되고 자신을 낮추는 겸손함과 조직과 개인의 목표를 달성하기 위하여 열심히 일하는 성향이 강한 성실한 성격은 조직 내의 불합리적이고 잘못된 절차를 수용하지 못하므로 관계갈등이 더욱 증가하는 것을 알 수 있는 결과이다.
셋째, 개인성격의 개방성, 정서성, 정직 겸손성, 원만성, 외향성의 성격이 강할수록 직무만족은 증가하였다. 조직몰입에 미치는 영향에서는 직무만족과 유사하게 개방성, 정서성, 외향성, 원만성의 성격이 강할 수록 조직몰입도 증가하는 것이다. 특히 개방적이고 적극적 활동하는 성격이 미치는 영향이 크게 나타나 활기차고 긍정적인 조직분위기를 형성하여야 할 것이다. 또한 정서성 요인 또한 큰 영향을 미치는 것으로 나타나 심리적인 안정과 불안과 걱정을 해소할 수 있도록 하며 대인서비스에 장시간 노출되면 피로감이 더욱 클 수 있으므로 심리적인 부분의 관리를 통하여 조직성과를 달성할 수 있도록 하여야 한다.
넷째, 개인성격이 직무만족에 미치는 영향에 있어 갈등유형의 매개효과 검증에서 개방적이고 정직 겸손하며, 원만한 성격의 요인이 직무만족에 미치는 영향에 유의하기도 하지만 관계갈등 및 과업갈등의 매개효과가 있는 것으로 나타나 직무만족을 감소시키는 것을 알 수 있다. 개방적이고 업무 및 인간관계에서도 원만하여 크게 문제가 없는 성격과 자신을 낮추고 상대를 존중하는 성격이 강할수록 호텔 조직에서 발생하는 갈등이 직무만족을 감소시키는 것이다. 따라서 이러한 성격의 조직구성원의 갈등요인을 파악하여 적극적으로 갈등을 해소하여야 할 것이다.
다섯째, 개인성격이 조직몰입에 미치는 영향에 있어 갈등유형의 매개효과 검증에서 개방적이고 적극적으로 활기차게 활동하며 원만한 성격의 요인이 조직몰입에 미치는 영향에 유의하기도 하지만 관계갈등 및 과업갈등의 매개효과가 있는 것으로 나타나 조직몰입을 감소시키는 것으로 나타나 직무만족에 미치는 영향과 유사한 결과이다. 개방적이고 업무 및 인간관계에서도 원만하여 크게 문제가 없는 성격과 적극적이고 활발하게 활동하는 태도를 지닌 성격이 강할수록 호텔 조직에서 발생하는 갈등이 조직몰입을 감소시키는 것이다. 따라서 이러한 성격의 조직구성원 갈등해소를 위하여 적극적인 방안이 모색되어야 한다.

Today, food and beverage departments play a critical role in increasing revenue in hotels. In particular, it can be said that employees engaged in food and beverage and cooking are the most important human resources. Service quality varies depending on individual personality of these human resources.
In addition, various conflicts will occur depending on them. These results will greatly affect organizational performance. Thus, this study examined the types of individual personalities and empirically analyzed the effects.
This study verified the causal relationship between individual personality, conflict type, and organizational commitment. To this end, this study built a research model and formulated a research hypothesis based on previous related studies for empirical analysis.
Questionnaires were distributed to 320 employees engaged in food and beverage and cooking of a luxury hotel located in Busan. The study period was for 15 days from March 27 to April 10, 2017. 315 questionnaires were collected, and a total of 312 of them were used by removing invalid 3 questionnaires. SPSS 18.0 was used for statistical analysis. A frequency analysis, reliability analysis, factor analysis, correlation analysis, multiple regression analysis, and mediated regression analysis were performed. The following results were obtained:
First. the demographic characteristics of the study samples were males in their 20s and 30s, and young people accounted for a higher proportion.
Second, relationship conflicts were differently affected by individual personality of employees engaged in food and beverage and cooking of hotels. Sincerity, and honesty-humility increased relationship conflicts. Conversely, openness, extroversion, and agreeableness reduced them.
Third, task conflicts were differently affected by individual personality. Honesty-humility increased task conflicts. On the other hand, emotionality, openness, extroversion, and agreeableness reduced them.
Fourth, job satisfaction increased with increasing openness, emotionality, honesty-humility, agreeableness, and extroversion.
Moreover, organizational commitment. In particular, open and active personality greatly affected, and there is a need to create a positive organizational climate. Emotional factors also greatly affected.
Fifth, various mediated effects of conflict types on job satisfaction were found. In relationship conflicts, openness, extroversion, agreeableness, and honesty-humility reduced the impact on job satisfaction. Moreover, in task conflicts, emotionality, openness, extroversion, agreeableness, and honesty-humility reduced the impact on job satisfaction. Based on these results, with regard to open and agreeable personality, job satisfaction reduced according to conflicts in hotel organizations. Therefore, it will be necessary to find reasons to resolve conflicts between organization members with these personalities.
Sixth, various mediated effects of conflict types on organizational commitment were found. In relationship conflicts, openness, extroversion, and agreeableness, reduced the impact on organizational commitment. Furthermore, in task conflicts, emotionality, openness, extroversion, and agreeableness reduced the impact on organizational commitment. Conflicts decreased organizational commitment with
increasing openness and agreeableness. Therefore, there is a need to find a solution to conflicts between organization members with these personalities.

#호텔 식음료 종사자 #조리종사자 #갈등유형 #조직성과 #개인성격

Ⅰ. 서 론···············································································································1
1. 문제제기 ·········································································································1
2. 연구목적 ·········································································································3
3. 연구방법 및 구성·························································································5
가. 연구방법···································································································5
나. 연구구성 ···································································································6
Ⅱ. 이론적 배경··································································································8
1. 개인성격 ·········································································································8
가. 성격의 개념·····························································································8
나. 성격의 측정유형 ···················································································11
다. 선행연구 ·································································································16
2. 갈등유형 ·······································································································21
가. 갈등의 개념···························································································21
나. 갈등의 유형···························································································23
다. 선행연구 ·································································································27
3. 조직성과 ·······································································································31
가. 조직성과의 개념 ···················································································31
나. 직무만족 ·································································································35
다. 조직몰입 ·································································································39
라. 선행연구 ·································································································42
Ⅲ. 연구 설계····································································································47
1. 연구모형 및 가설설정 ···············································································47
가. 연구모형의 설정 ···················································································47
나. 연구가설의 설정 ···················································································48
2. 변수의 조작적 정의 및 설문지 구성 ·····················································57
가. 변수의 조작적 정의 ·············································································57
나. 변수의 측정 및 설문지 구성·····························································59
3. 자료의 수집과 분석방법···········································································60
가. 자료의 수집···························································································60
나. 분석방법·································································································61
Ⅳ. 실증분석······································································································62
1. 인구통계학적 특성·····················································································62
2. 측정도구의 신뢰도 및 타당도 검증·······················································63
가. 개인성격에 대한 신뢰도 및 타당도 분석·······································64
나. 갈등유형에 대한 신뢰도 및 타당도 분석·······································65
다. 직무만족에 대한 신뢰도 및 타당도 분석·······································67
라. 조직몰입에 대한 신뢰도 및 타당도 분석·······································67
마. 상관관계분석·························································································68
3. 연구가설 검증 ·····························································································69
가. 가설1의 검증·························································································69
나. 가설2의 검증·························································································71
다. 가설3의 검증·························································································72
라. 매개효과의 검증 ···················································································73
4. 가설 검증결과 요약 ·················································································81
5. 분석결과에 대한 토의 ···············································································84
가. 개인성격과 갈등유형의 관계(가설 1) ············································· 84
나. 개인성격과 직무만족의 관계(가설 2) ············································· 85
다. 개인성격과 조직몰입의 관계(가설 3) ············································· 86
라. 개인성격과 직무만족의 관계에서 갈등유형의
매개효과(가설 4) ················································································87
마. 개인성격과 조직몰입의 관계에서 갈등유형의
매개효과(가설 5) ················································································88
Ⅴ. 결론···············································································································89
1. 연구결과 요약·····························································································89
2. 연구의 시사점·····························································································91
3. 연구의 한계 및 향후 연구과제 ·······························································93
참고문헌 ···············································································································94
부 록··············································································································114
ABSTRACT ······································································································118

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