Segmenting Customer Service Employees in the Airline Industry by the Occupational Role Stress Factors

조주은; 최환석

Journal of Tourism Sciences

Abbr : JTS
2009, 33(7), pp.437-457
Publisher : The Tourism Sciences Society Of Korea
Research Area : Tourism

조주은 ¹, 최환석 ²

¹University of Guelph
²Univ. of Guelph

ABSTRACT

The causal relationships between occupational stress factors and other job related factors such as satisfaction and turnover intention have been extensively researched in tourism and hospitality field. However, no known study has examined how occupational role stress factors can be used to segment customer service employees in the airline industry. A cluster analysis of 3 occupational role stress factors, including overload, conflict, and ambiguity indicated that 318 employees could be classified into four lucrative segments: lack of communication group, high stress group, stress coping group, and lack of role understanding group. The following variables were statistically significant different among the four segments: age, gender, income, education, occupation, marital status, job tenure, job status, supervisor support, emotional exhaustion, job satisfaction, and turnover intention. This study also discusses managerial implications.
KEYWORDS

Role stress, Role ambiguity, Role overload, Role conflict, Turnover intention, Segmentation, Customer-contact employees
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