호텔종사원의 조직 내 동료 및 상사의 무례경험이 감정소진, 정서적 몰입, 직무성과에 미치는 효과

Abstract

Services companies are exposed to a competitive environment for sustainable competitive advantage. So, Workplace incivility has become an important workplace stressor in hospitality industry. The purpose of this study is to analyze effects of hotel employees experienced workplace incivility on job and psychological outcomes(emotional exhaustion, affective commitment, job performance). For this purpose, data for this study were collected form hotel employees who work at the luxury hotel in busan and seoul from May to June, 2015. Usable responses were obtained from 252 employee. The acquired data was verified utilizing a structural equation model for analysis. The results show that workplace incivility has a significant positive effect on emotional exhaustion. Emotional exhaustion has a significant negative effect on job performance. Affective commitment has a significant positive effect on job performance. Firm's workplace incivility wasn't found to negatively affect emotional exhaustion whereas the results show that co-worker's workplace incivility was found to positively affect emotional exhaustion. In addition, emotional exhaustion was found to negatively affect job performance, while affective commitment positively affected job performance.

This study also found that the bootstrap technique was verified the mediating role of emotional exhaustion on the relationship between workplace incivility and organizational outcomes. More specifically, the effects of the workplace incivility upon job performance among firm was fully mediated by the emotional exhaustion. This result implied that workplace incivility demonstrates the adverse impact on employees exhaustion.