호텔조직의 직무요구와 직무자원이 직무스트레스, 정서적 안녕, 프리젠티즘에 미치는 영향 연구 :The effect of job demands and job resource on the job stress, affective well-being and presenteeism of hotel employees

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자료유형: 학위논문

저자정보: 조봉기 (동명대학교, 동명대학교 대학원)

지도교수: 최영준

발행연도: 2018

저작권: 동명대학교 논문은 저작권에 의해 보호받습니다.

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연관 학술논문 또는 학술발표를 통해 보다 발전된 연구결과를 확인하실 수 있습니다.
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본 연구는 직무요구-자원(JD-R)모델에 기초하여 호텔조직의 인적자원관리의 효율성을 제고하고 구성원들의 프리젠티즘을 감소시키기 위한 방안을 모색하고자 직무요구와 직무자원이 직무스트레스와 정서적 안녕, 프리젠티즘에 미치는 영향을 분석하였다.
본 조사는 부산지역 10개 호텔 구성원을 대상으로 2017년 10월 1일부터 2017년 10월 30일까지 30일 동안 설문조사를 실시하여 489부를 회수하였으며, 최종 477부를 통계분석 자료로 활용하였다. 본 연구의 실증분석을 위하여 SPSS v.18.0 통계 패키지 프로그램을 활용하여 빈도분석과 신뢰도분석, 요인분석, 회귀분석을 실시하였다.
연구 개념에 대한 신뢰도와 타당도 분석 결과 직무요구는 2개 요인이 추출되어 역할과부하, 감정요구로 명명하였으며, 직무자원은 3개 요인이 추출되어 자율성, 동료의 사회적 지원, 리더-구성원 교환관계로 명명하였다. 직무스트레스는 2개 요인이 추출되어 심리적 스트레스, 생리적 스트레스로 명명하였고, 정서적 안녕은 2개 요인이 추출되어 직무관련 열정, 직무관련 안정으로 명명하였다. 프리젠티즘은 단일 요인이 추출되었다.
가설1의 검증 결과 직무요구의 역할과부하는 직무스트레스의 심리적 스트레스와 생리적 스트레스 모두에 유의한 영향을 미치며, 감정요구는 생리적 스트레스에 유의한 영향을 미치는 것으로 나타났다. 가설2의 검증 결과 직무요구의 정서적 안녕 간의 영향관계 설정에 대한 회귀모형이 유의하지 않은 것으로 나타났다. 가설3의 검증 결과 직무자원의 리더-구성원 교환관계 요인과 동료의 사회적 지원 요인은 심리적 스트레스에 유의한 영향을 미치며, 직무자원의 자율성 요인은 생리적 스트레스에 유의한 영향을 미치는 것으로 나타났다. 가설4의 검증 결과 직무자원의 리더-구성원 교환관계 요인과 자율성 요인은 직무관련 열정에 유의한 영향을 미치며, 직무자원의 동료의 사회적 지원 요인은 직무관련 안정에 유의한 영향을 미치는 것으로 나타났다. 가설5의 검증 결과 직무요구의 역할과부하 요인만이 프리젠티즘에 유의한 영향을 미치는 것으로 나타났다. 가설6의 검증 결과 호텔조직 직무자원의 리더-구성원 교환관계 요인과 자율성 요인이 구성원의 프리젠티즘에 유의한 영향을 미치는 것으로 나타났다. 가설7의 검증 결과 직무스트레스의 심리적 스트레스가 프리젠티즘에 유의한 영향을 미치는 것으로 나타났다. 가설8의 검증 결과 정서적 안녕의 직무관련 열정 요인과 직무관련 안정 요인 모두 프리젠티즘에 유의한 영향을 미치는 것으로 나타났다.
본 연구의 실증분석 결과에 기초한 학문적 시사점으로는 첫째, 본 연구는 선행연구의 연구모형을 종합적으로 검토하여 직무요구-자원과 직무스트레스, 정서적 안녕, 프리젠티즘의 관계를 설명하기 위한 연구모형을 구축하고 그 영향관계를 검증하였다는 데 본 연구의 의의가 있다. 둘째, 직무요구와 직무자원의 직무스트레스와 정서적 안녕, 프리젠티즘의 영향 관계는 연구의 대상에 따라 상이하게 나타나고 있다. 본 연구의 결과는 호텔조직 구성원의 긍정적 감정 상태를 유지하고 고객 서비스 수준을 향상시키기 위한 연구를 위해 직무요구-자원의 직무스트레스와 정서적 안녕, 프리젠티즘에 대한 역할을 규명한 본 연구의 결과는 적극적으로 활용될 수 있을 것이다.
본 연구의 실증분석 결과에 기초한 실무적 시사점으로는 첫째, 호텔조직 구성원의 직무스트레스를 감소시키기 위해서는 직무요구와 직무자원의 요소를 적절히 활용해야 한다. 둘째, 호텔조직 구성원의 정서적 안녕을 강화하기 위하여 직무자원 요소들을 적극적으로 활용해야 한다. 셋째, 호텔조직 구성원들의 근무환경에 대한 관찰과 직무관련 상담을 통해 직무수행으로 인한 스트레스 요인을 최소화하려는 노력이 필요하며, 체계적인 직무분석과 직무평가를 통한 적절한 보상체계를 구축하여 직무요구에 대한 인지수준을 낮출 수 있어야 할 것이다. 넷째, 리더-구성원 교환관계 요소와 자율성 요소들의 강화를 통해 구성원의 프리젠티즘을 감소시킬 수 있다. 다섯째, 호텔조직 구성원들이 안정적인 직무수행을 할 수 있는 분위기 조성과 더불어 직무수행을 통한 성취감을 느끼게 함으로써 프리젠티즘을 감소시킬 수 있다.

The purpose of this study is to improve the efficiency of human resource management and reduce the presenter of the hotel based on the Job Requirement - Resource (JD - R) model., And presentations.
This survey was conducted for 30 days from October 1, 2017 to October 30, 2017 in 10 hotels in Busan, and 489 copies were collected and the final 477 copies were used as statistical analysis data. For the empirical analysis of this study, frequency analysis, reliability analysis, factor analysis and regression analysis were conducted using SPSS v.18.0 statistical package program.
As a result of the reliability and validity analysis on the research concept, two factors were extracted and named as role overload and emotional demand. The three factors were extracted from the work resource and autonomy, social support of peer, Job stress was classified as psychological stress and physiological stress by extracting two factors. Affective well - being was extracted as two factors, job-related enthusiasm and job-related stability. Presenteeism has a single factor extracted.
As a result of Hypothesis 1, the role overload of job demands had a significant effect on both psychological stress and physiological stress of job stress, and emotional demand had significant influence on physiological stress. As a result of Hypothesis 2, regression models for the influence relationship between affective well-being of job demands were not significant. As a result of Hypothesis 3, the leader - member exchange relationship factors and social support factors of job resources had significant effects on psychological stress and autonomy factors of job resources had significant influence on physiological stress. As a result of Hypothesis 4, the leader - member exchange relationship factors and autonomy factors of job resources had a significant effect on job - related enthusiasm and social support factors of job resources had a significant effect on job - related stability. As a result of Hypothesis 5, only the role overload factor of job demands has a significant effect on the presenting. As a result of Hypothesis 6, the leader - member exchange relationship and autonomy factors of hotel organizational resource have a significant effect on the presentations of the members. As a result of the hypothesis 7, the psychological stress of job stress had a significant effect on the presenting. As a result of the hypothesis 8, both job - related enthusiasm and job - related stability factors of emotional well - being were found to have a significant effect on presenting.
The research implications based on the empirical analysis results are as follows. First, this study comprehensively examines the research model of previous studies and builds a research model to explain the relationship between job demand - resources and job stress, affective well - being, and presenteeism. And that the relationship between the two is valid. Second, the relationship between job demands-resources, job stress, affective well - being, and presenteeism depends on the subjects of the study. The results of this study are as follows. The results of this study, which clarified the role of job demands and affective well - being, presenteeism, and job demands - resources to maintain positive emotional state of hotel organization members and improve customer service level.
The implications of this study are as follows. First, to decrease the job stress of hotel organization members, it is necessary to utilize the factors of job demand and job resources appropriately. Second, we must actively utilize the elements of job resources to strengthen the affective well - being of hotel organization members. Third, it is necessary to minimize the stress factors due to the job performance through observing the work environment of the hotel organization members and counseling related to the job. Also, by constructing an appropriate compensation system through systematic job analysis and job evaluation, It should be possible to lower the level. Fourth, it is possible to reduce the presentations of the members through reinforcement of the leader - member exchange relation elements and autonomy elements. Third, it is possible to reduce presenteeism by creating an atmosphere where hotel employees can perform stable jobs, and by feeling the sense of accomplishment through job performance.

#호텔조직 #직무요구 #직무자원 #직무스트레스 #정서적안녕 #프리젠티즘

Ⅰ. 서 론···············································································································1
1. 문제의 제기 및 목적 ···················································································1
2. 연구의 방법 및 범위 ···················································································5
Ⅱ. 이론적 배경··································································································8
1. 직무요구 ·········································································································8
가. 직무요구의 개념 ·····················································································8
나. 직무요구의 구성요인 ···········································································13
다. 직무요구에 관한 선행연구 ·································································18
2. 직무 자원·····································································································20
가. 직무자원의 개념 ···················································································20
나. 직무자원의 구성요소 ···········································································24
다. 직무자원에 관한 선행연구 ·································································30
3. 직무스트레스·······························································································32
가. 직무스트레스의 개념 ···········································································32
나. 직무스트레스의 구성요인···································································41
다. 직무스트레스에 관한 선행연구·························································45
4. 정서적 안녕·································································································46
5. 프리젠티즘 ···································································································51
가. 프리젠티즘의 개념···············································································51
나. 프리젠티즘의 유발요인 ·······································································59
다. 프리젠티즘에 관한 선행연구 ·····························································64
Ⅲ. 연구설계 ····································································································67
1. 연구모형 및 연구가설 설정·····································································67
가. 연구모형의 설정 ···················································································67
나. 연구가설의 설정 ···················································································68
2. 변수의 조작적 정의 및 설문지 구성 ···················································73
가. 변수의 조작적 정의 ···········································································73
나. 설문지 구성···························································································75
3. 자료의 수집과 분석방법 ·········································································76
가. 자료의 수집···························································································76
나. 분석방법 ·································································································77
Ⅳ. 실증분석······································································································78
1. 인구통계학적 특성·····················································································78
2. 측정도구의 신뢰성 및 타당성 검증·······················································79
가. 신뢰성 검증···························································································79
나. 타당성 검증···························································································83
다. 상관관계분석·························································································89
3. 연구가설의 검증·························································································90
가. 가설1의 검증·························································································91
나. 가설2의 검증·························································································93
다. 가설3의 검증·························································································94
라. 가설4의 검증·························································································96
마. 가설5의 검증·························································································98
바. 가설6의 검증·························································································99
사. 가설7의 검증·······················································································100
사. 가설8의 검증·······················································································102
4. 가설 검증결과 요약 ·················································································103
Ⅴ. 결론·············································································································108
1. 연구결과 요약···························································································108
2. 연구의 시사점 ···························································································109
3. 연구의 한계 및 향후 연구과제 ·····························································112
참고문헌··········································································································113
부록(설문지) ··································································································135
Abstract ··········································································································139

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