호텔 직원의 직장 내 무례경험, 외상 후 스트레스, 문제중심적 대처행동, 잔류의도 간의 구조적 관계: 정서사건이론을 중심으로

초록

This study empirically analyzed the structural relationships between uncivil behavior in hotel organizations and hotel employees' post-traumatic stress, problem-focused coping behavior, and retention intention, while examining whether servant leadership functions as a moderating variable in this process. The theoretical foundation was based on affective events theory, and the analysis was conducted using structural equation modeling with 271 hotel employees with less than 5 years of experience. The results showed that uncivil behavior from colleagues and customers significantly increased hotel employees' post-traumatic stress. Contrary to expectations, post-traumatic stress did not have a significant effect on problem-focused coping behavior, while problem-focused coping behavior positively contributed to enhancing retention intention. As the basic path from post-traumatic stress to problem-focused coping behavior was rejected, servant leadership failed to demonstrate a moderating effect on the relationship between post-traumatic stress and coping behavior. These findings suggest that while uncivil behavior can impose emotional burdens on hotel employees, the resulting psychological stress may not necessarily lead to active coping responses. Nevertheless, since problem-focused coping behavior has a positive impact on organizational retention intention, organizations need to establish practical support systems that can strengthen employees' coping capabilities. This study contributes to the development of human resource management strategies for hotel organizations and presents a new perspective on responding to uncivil behavior and facilitating members' psychological recovery.

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