Effect of Organizational Justice at Five-Star Hotels on Job Burnout of Customer-Contact Employees and Organizational Effectiveness

Among the resources owned by an organization, human resources are the most important; and for an organization’s performances, management system for organizational justice within a corporate is the most important. Therefore, the importance of organizational justice has recently been highlighted in the industry of hotel services. This study is significant in the fact that it empirically examined the effects of organizational justice in hotel corporates on the job burnout of customer-contact employees and the organizational effectiveness(organizational commitment, organizational citizenship behavior). For this study, a survey was conducted for 30 days, from July 1st to July 30th of 2015, on the customer-contact employees at 4 five-star hotels in Seoul area. The valid data of 191 questionnaires (85.6%) were utilized in the analysis of this study, and the results were as follows. First, the procedural justice of the organizational justice had significant effect on job burnout, and it did not show any significant effect on distributive justice and interactional justice. Furthermore, the distributive, procedural, and interactional justice, which are organizational justice, were all shown to have significant effect on organizational effectiveness. The procedural justice had the greatest effect on organizational commitment, and interactive justice had the greatest effect on organizational citizenship behavior. Finally, the job burnout did not have significant effect on organizational commitment, and it was shown to have significant effect on organizational citizenship behavior.