사회초년생의 사후반추사고가 정서적 소진, 학습된 무기력에 미치는 영향: 호텔리어를 대상으로

초록

In recent years, the rapid resignation of new employees has emerged as a social problem. This issue is critical in the hospitality industry, where entry-level employees constitute a significant proportion of the workforce. Novice hoteliers are likely to experience mistakes at service points, and post-event rumination appears recognizing the mistake. This study is necessary to propose practical methods to alleviate the emotional difficulties experienced by novice hoteliers in the hospitality industry, which is highly dependent on human services. The purpose of this study is to identify and understand the causes of difficulties experienced by novice hoteliers. Accordingly, this study examines the impact of post-event rumination with a specific focus on mistake recognition on emotional exhaustion and learned helplessness in service contact situations. In addition, this study investigates whether a fixed mindset moderates the relationship between rumination and emotional exhaustion. As a result of the analysis, first, the analysis revealed that post-event rumination through mistake recognition of novice hoteliers affects emotional exhaustion. Second, it was found that emotional exhaustion did not affect learned helplessness. Third, it was found that post-event rumination through mistake recognition partially affects learned helplessness. Finally, it was found that the fixed mindset partially moderates the relationship between post-event rumination and emotional exhaustion. Finally, this study applied the concept of learned helplessness theory to the hospitality industry to provide academic insights for theoretical expansion, and provides important practical implications for the hotel personnel team to establish effective personnel management measures for long-term service for novice hoteliers and establish the direction of personnel management.

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