Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
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The Impact of Job Insecurity on Customer Orientation of Hotel Employees: The Moderating Effect of Grit
- Journal of Tourism Sciences
- Abbr : JTS
- 2018, 42(4), pp.49-67
- DOI : 10.17086/JTS.2018.42.4.49.67
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Kim, Kwon-Soo 1, 고승식 2
1인덕대학교
2로얄호텔서울
Excellent Accredited
ABSTRACT
This study was conducted to investigate whether grit positively influences the negative effects of job insecurity on hotel employees' customer orientation. A total of 243 questionnaires were used for analysis, collected from 5- and 4-star hotel employees in Seoul. Multiple regression analysis was performed in three stages, with demographic variables that could affect job insecurity, grit, and customer orientation as control variables. The results of the analysis are as follows. First, job insecurity had a negative effect on customer orientation. Second, when considering job insecurity and grit at the same time, job insecurity did not have a significant effect on customer orientation, but grit had a positive effect. Third, grit played a moderating role in reducing the negative impact of job insecurity on customer orientation. Fourth, employees with a lot of work experience and employees who had joined the labor union had high job security and customer orientation. Fifth, grit was correlated only with employment type among demographic variables. In other words, the grit of non-regular workers was higher than that of full-time employees. Based on the contents of this study, academic implications and practical implications are suggested.
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