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KMID : 1812920190010020089
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Korean Journal of Occupational Health
2019 Volume.1 No. 2 p.89 ~ p.100
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The Impact of Verbal Abuse from the Customers of the Hotel Employees on Job Satisfaction, Organizational Commitment, Turnover Intention
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Kim You-Ri
Kim Suk-Il
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Abstract
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Purpose : This study measures the degree of sexual harassment and verbal abuse from customers and analyzes their effect on job satisfaction, organizational commitment, and turnover intention of hotel employees.
Methods : We collected the data with questionnaire from 240 employees of five different hotels and analyzed 231 effectual responds among them. We analyzed this data through descriptive statistics, t-test, ANOVA, Pearson’s coefficient, multiple regression analysis, using SPSS 23.0.
Results : The result of a multiple regression analysis conducted with general characteristics and degree of sexual harassment and verbal abuse from customers appeared as following: the ability of the analysis of job satisfaction results was 24.0% (p<.001); the ability of the analysis of organizational commitment results was 13.0% (p<.001); and the turnover intention results was 14.0% (p<.001).
Conclusion : The verbal abuse from customers causes a negative effect on organizational commitment and turnover intentions as well as on job satisfaction of hotel staff. Therefore, for not only the job stabilization of hotel workers but also the organizational stabilization, organizational efforts to prevent verbal abuse from customers at the hotel industry level are necessary.
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KEYWORD
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Verbal abuse, Job satisfaction, Organizational commitment, Turnover intention
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