내부고객의 불량행동이 호텔종사원의 감정소진 및 서비스 제공수준에 미치는 영향

Even though abusive supervision and operation in departmental silos are important factors for group efficiency, recent studies have been more focused on the brighter aspects of supervisors’ leadership than abusive supervision. The present study was designed to examine the effect of abusive supervision and operation in departmental silos in hotels on emotional burn-out and level of service delivery, especially in the case of hotel employees. A total of 241 questionnaires were collected from hotel staff who worked at eight hotels located in Seoul and the surrounding metropolitan area. Structural equation modeling was employed to test the hypotheses of the proposed model. The research findings were as follows. Firstly, abusive supervision of hotel staff had a positive effect on emotional burn-out. Secondly, operation in departmental silos in the hotel had an effect on emotional burn-out. Thirdly, emotional burn-out had a significant negative effect on the level of service delivery. Lastly, neither abusive supervision nor operation in departmental silos, had an effect on the level of service delivery. This study stressed that hotels must control the emotional burn-out of hotel employees by supporting good internal marketing such as providing reasonable working circumstances, good salaries and benefits, because emotional burn-out could affect the level of service delivery.