환대산업에서 상사의 비인격적 감독이 이직 의도에 미치는 영향 : 성별을 통한 조직 신뢰의 조절된 매개 효과를 중심으로

초록

This study aims, from the hospitality industry context, to explore the effect of abusive supervision on turnover intention and the roles of trust and gender on this causal relationship; it is expected to explain how the certain features of the hospitality industry would affect on the relation of supervisor’s hostility and turnover. Following the theoretical logics from the literature review, five hypotheses and a research model was proposed. To test them, an online survey questionnaire was distributed to the workers in the hospitality industry and as a result, a total of 298 analyzable answers were collected. For analysis, PROCESS path modeling was utilized, which is based on OLS regression. The result of hypothesis tests, first, showed that all the relations among abusive supervision, organizational trust, and turnover intentions are significant. Next, it was revealed that gender has a moderating effect on the path between abusive supervision and organizational trust whereas the effect is not significant on the path between organizational trust and turnover intention. Additionally, organizational trust’s moderated (by gender) mediation effect was tested; the result confirmed for woman employees, organizational trust has an indirect effect on the path between abusive supervision and turnover intention but for man employees, it does not mediate the path. Consequently, this study empirically found that in the hospitality industry, supervisor's “Gapzil” - a Korean neologism referring to abusive behavior - has a critical impact on employees’ leave. To prevent this, it is imperative to look into employees’ gender and trust levels toward the company.

키워드