초록

The employees' role stress and performance model was used to examinejobsatisfaction of travel service provider. So, I hypothesized that rolestress(role conflict and role ambiguity) would be importantly effect onrecovery performance, job satisfaction, and intention to leave. Data obtainedfrom survey(an self administered questionnaire)of frontline employeesworking at he outbound travel agencies in Seoul. The results show likebelow, it has trong relationships bet ween role stress variables and servicerecovery performance. Perceived role stress has negatively effect onrecovery performance and positively effect on intention to leave. Onlyhypothesis of relationship between ro le stress and job satisfaction wasrejected. In the practical implications, travel service managers can take a n김판영서비스경영학회지 제 권 제 호 년 월8 4 2007 12action as like more communication about coping method to accomplishservice recovery strategy and to reduce mployee's role stress. Suggesti onsfor the future search, include an examination of other variables in rolestress and consist sample more variously.

키워드

Role stress, Service recovery performance, Job satisfaction논문투고일 게재확정일( 2007. 5. 28 ; 2007. 10. 10)

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