카지노 딜러의 멘토링(Mentoring)이 職務滿足에 미치는 영향에 관한 연구

Abstract

Companies are seeking new business strategies to survive and thrive in the rapidly changing business environment. Specifically, they put emphasis on the recruitment and management of talented people, taking the capability of talented people as top priorities, because they realize that people are the important asset of company. Casino industry, which represent the service industry, has a great reliance on the human service, and is high-value-added industry which creates a lot of jobs and increases foreign currency earnings and tax revenue. So, it is important to improve the professionalism among casino employees and support them in consideration of their work environment, so that they can perform their works seamlessly. Furthermore, casino dealers who are at the forefront of service industry are much more vulnerable to job-related stress because they have to directly deal with customers. Therefore, it is important very much for the casino organization to manage and maintain the manpower, considering a lot of risk posed by the characteristics of job. In this sense, casino industry also requires the mentor system as part of effort to improve the human resource management and the satisfaction with work. This study tries to consider the current mentor relationship of casino dealers and their satisfaction with work as the study needs to be conducted on the mentor-mentee relationship in casino industry. This study introduced the theoretical background about the mentor system to figure out the degree of casino dealers' satisfaction with their work, shed light on the relationship between the mentor relationship and the satisfaction with work and identify theoretical issues that need to be addressed to ensure a professional and efficient human resource management through the mentor relationship on the basis of the findings of this study. The findings of this study is like this: First, the group which has the mentor relationship turned out to be more satisfied with their work, which suggests that the maintenance and development of mentor relationship is one of effective measure to improve the satisfaction of employees with their work basically. Therefore, this study proposes that the mentor relationship based on the inofficial mentor relationship in the casino organization, namely the mentoring program, should be applied to the casino dealer organization. Second, the gender factors need to be taken into account when establishing the mentor-mentee relationship, because the mentor system was found to have an positive effect mostly when the mentor was male. This reflects the situation in which no female dealers were promoted to high ranking officials or intermediate level officials in the past and it is not until recent years that female intermediate officials emerge in the wake of the change in the organization. In other words, female high ranking officials and female intermediate officials are just begging to emerge in casino organization and they need to be induced to improve their work performance, so that they can play the role of mentor in a seamless way. Third, it turned out that the number of mentors who successfully formed the relationship had more significant effect than the age, post and work period. Therefore, practical relationship is more positive than formally establishing the mentor-mentee relationship. Moreover, mentor-mentee relationship based on many mentors and one mantee, which can be more useful to the mentee in many aspects, seems to be have more positive effect than 1:1 mentor-mentee relationship. Fourth, the role model function of mentor, one of the functions of mentor, was found to have positive effect on the satisfaction with the work. As the casino dealers are under the pressure of having to ensure the progress of game by directly dealing with customers because of the characteristics of casino organization, ordinary dealers, including newly-employed dealers, try not only to adapt themselves to the casino organization by learning the appropriate way of behavior, attitude, values, etc, from their senior dealers or high ranking officials, but also emulating them as role models in their attempt to minimize the risks in dealing with customers to facilitate the progress of game. In other words, the role of mentor which can help set the direction of organization and present a role model needs to be emphasized, not the role of mentor confined to the partial instruction of work or personal familiarity. This study is the first study which recognizes the need to research the role of mentor in the casino industry and consider the status of mentor-mentee relationship among casino dealers, and will provide the basic data necessary to identify the factors which may led to an increased satisfaction of dealers with their works at the same time.