호텔 프론트 오피스 직원이 경험하는 고객, 상사, 동료의 무례함이 직원 웰빙에 미치는 구조적 영향: 직무 스트레스의 매개 효과와 스트레스 대처의 조절 효과

초록

This study examined the differential effects of customer, supervisor, and coworker incivility on employee well-being in the hotel industry, focusing on the mediating role of job stress and the moderating effects of stress coping strategies. Data were collected through a survey of 305 front office employees at luxury hotels in Seoul, Incheon, Busan, and Jeju. Structural equation modeling was used for analysis. Findings revealed that supervisor and coworker incivility had significant negative effects on employee well-being, while customer incivility had no direct effect. However, customer incivility indirectly affected well-being through the full mediation of job stress, whereas supervisor and coworker incivility showed partial mediation. In terms of coping strategies, problem-focused coping reduced job stress from customer and supervisor incivility but was not effective for coworker incivility. Avoidant coping lowered stress from customer incivility but increased stress when dealing with supervisor and coworker incivility. Social support consistently moderated stress across all incivility types by reducing job stress. Overall, this study expands the existing theoretical framework of workplace incivility by identifying the differential impacts of its various sources on employee well-being and exploring the interaction effects of stress coping. It also provides practical implications for fostering a healthier work environment and improving employee welfare policies in various service industry sectors.

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