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카지노 종사원의 고객혼잡지각이 직무스트레스에 미치는 영향 -경력몰입의 조절효과를 중심으로-
허윤미 ( Yoon Mi Heo ),문창훈 ( Chang Hoon Moon ) 한국관광산업학회 2016 Tourism Research Vol.41 No.1
This study would exanine how the customer-crowded-situation has influence on stresses of employees who perform important roles in getting eoaluation for the quality customer service. Furthermore, in studying the relationship between two uaroables, we established a research model by setting the career commitment as the moderating uariable that is indiuidual characteristic of employees. The results of this research are as follow. First, as 10e tested the relationship between the perception of customer-crowded-situation and job stresses of employees, it showed that more the employees aware the humane □ spacial chaotic, more stresses they tend to get. Second, we tested a control effect of career commitment in the relationship between the perception of customer-crowded-situation and fob stresses. As a results it turned out that career commitment does not giue meaningful influence on stresses. This shows the same results with other preceding researches on reducing fob stresses separately {pith the test results of results of control effect of career commitment. This research suggests ways for researchers and company administrators in the sen1ice industry including Casino industry to understand better the relationship between the customer-crowded-situation and influence variables of employees and to suggest the .future direction of research. 1t also proposes the necessity of fostering a service environment and providing employee training that can offset the perception of customer-crowded-situation.
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