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카지노 직원의 직무소진이 고객지향성에 미치는 영향

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Alternative Title
A study on the effects of casino employee's burn out on customer orientation [: Focusing the mediating effects of closeness of monitoring]
Abstract
Those working in casinos have been working on triple work shifts and have been experiencing hierarchical culture and a gap between services and performance. In addition, they, through the emotional labor they do while providing services to customers, suffer from emotional exhaustion, depersonalization, and a reduced sense of achievement. Those signs of burn-out can not only result in lowering customer orientation but can also have a negative impact on the performance of a company on the whole. On top of that, due to the nature of the casino industry, employees are monitored and controlled by CCTVs as well as their supervisors while on duty. As such, casino workers' burn-out and customer orientation are closely related to close monitoring by their supervisors and CCTVs. In this regard, by conducting research on how the burn-out of the employees working in the casinos located on Jeju Island affects their customer orientation and what regulating effects close monitoring has, this study aims to suggest both theoretical and practical implications and come up with measures to efficiently manage casino human resources. For this study, a survey was carried out among the employees working at two casinos in Jeju from January 14th through the 19th in 2017. The collected data was analyzed, using SPSS 20.0, a statistical analysis software, to determine the demographic characteristics of the samples. In addition, frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were conducted, and the regulation effects were analyzed. The findings of the study are as follows: First, whether or not emotional exhaustion has an impact on customer orientation is not identified in this study. It can be considered that it is inevitable for those working in the service industry to experience emotional exhaustion for customer orientation. Second, this study demonstrates that the depersonalization and reduced accomplishment of casino workers influence customer orientation. As such, companies should make continuous efforts to manage human resources effectively in order to lower the burn-out level of their employees and increase customer orientation and customer satisfaction, which will, in turn, encourage guests to spend more time gaming and revisit their places of business. Third, reduced accomplishment is proven to lower customer orientation more than depersonalization. The finding implies that businesses should give priority to preventing reduced accomplishment from occurring as much as they can.
Fourth, the regulating effects of close monitoring on the relationship between depersonalization and reduced sense of achievement of casino employees and their customer orientation are verified. Especially, in the relationship between two factors, close monitoring by supervisors only, not by CCTVs, has been proven to have an impact. Due to the nature of the casino industry where employees handle cash and chips, which are cashable assets, rather than lowering the degree of monitoring, it is necessary to actively address the depersonalization and reduced accomplishment of workers. Last, it can be expected that this study will provide an insight to look into the relationship between the burn-out of employees and customer orientation - two essential factors in the casino industry, as well as to lay a foundation for a better understanding of the regulating effects of close monitoring. Further, this study can serve as useful data when it comes to the understanding and examining of close monitoring in casinos, an area where little research has been conducted.
Author(s)
최홍열
Issued Date
2017
Awarded Date
2017. 8
Type
Dissertation
URI
http://dcoll.jejunu.ac.kr/jsp/common/DcLoOrgPer.jsp?sItemId=000000008177
Alternative Author(s)
Choi, Hong Yeol
Affiliation
제주대학교 일반대학원
Department
대학원 관광경영학과
Advisor
최병길
Table Of Contents
Ⅰ. 서 론 1
1. 연구의 배경 1
2. 연구의 목적 2
3. 연구의 방법 및 범위 3
Ⅱ. 이론적 배경 6
1. 카지노 산업 6
1) 국내 카지노산업의 현황 6
2) 카지노 조직 10
3) 카지노 직무환경 12
2. 직무소진 14
1) 직무소진의 개념 14
2) 직무소진의 구성요인 15
3. 고객지향성 18
1) 고객지향성의 개념 18
2) 고객지향성의 구성요인 19
4. 근접감시(closeness of monitoring) 21
1) 통제 21
2) 감시 23
3) 근접감시 25
4) 근접감시의 구성요소 27
5. 선행연구의 검토 28
1) 직무소진과 고객지향성의 관계 28
2) 근접감시와 직무소진의 관계 29
3) 근접감시와 고객지향성의 관계 30
Ⅲ. 연구의 설계 31
1. 연구모형 및 가설설정 31
1) 연구모형 설계 31
2) 연구가설 설정 31
2. 변수의 조작적 정의 및 설문지 구성 33
1) 변수의 조작적 정의 33
2) 설문지 구성 34
3. 자료의 수집과 분석 방법 34
1) 자료의 수집 34
2) 분석 방법 35
Ⅳ. 분석결과 36
1. 표본의 특성 36
1) 인구통계학적 특성 36
2) 근무형태별 특성 37
2. 측정도구의 타당성 및 신뢰도 검증 37
1) 타당성 검증 37
2) 신뢰도 검증 40
3) 요인간의 상관분석 42
4) 연구가설 검증 44
5) 분석결과의 요약 49
Ⅴ. 결 론 52
1. 연구의 요약 및 시사점 52
2. 연구의 한계 및 제언 54
참고문헌 56
1. 국내문헌 56
2. 국외문헌 59
설 문 지 62
ABSTRACT 65
Degree
Master
Publisher
제주대학교 일반대학원
Citation
최홍열. (2017). 카지노 직원의 직무소진이 고객지향성에 미치는 영향
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