중국 호텔 종사원의 지각하는 고객 불량행동이 서비스 사보타주에 미치는 영향

• 영문명: A Study of Jaycustomer's Behavior Affecting Service Sabotage of Hotel Employees in China: Focused on the Moderating Effects of Service Flexibility
• 발행기관: 관광경영학회
• 저자명: 정중하이 최우성
• 간행물 정보: 『관광경영연구』제23권 제4호, 621~647쪽, 전체 27쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.07.31

영문 초록

The aim of this study was to test the effect of Jaycustomer's behavior of customers on service sabotage of employees of Chinese hotels, and moderating effect of service flexibility in the above causal relationship. The findings of this study are as follows. First, this study conducted a multi-variate regression analysis to examine the effect of Jaycustomer's behavior of customers on service sabotage of hotel employees, and found that both of the two sub-variables of Jaycustomer's behavior of customers-rude behavior and neglecting attitude-have significant and positive (+) effects on service sabotage. Second, Hierarchical regression analysis examining the mediating effect of service flexibility in the relationship between Jaycustomer's behavior of customers and service sabotage of Chinese hotel employees proves that the interaction item of Jaycustomer's behavior of customers and service flexibility is statistically significant. In other words, even if there is a possibility that service sabotage caused by Jaycustomer's behavior of customers can happen, if employees are highly conscious of service flexibility, they are less likely to resort to service sabotage because they try to maintain continuous cooperative relationship with customers. Accordingly, first, those hotels need to search for the ways to minimize Jaycustomer's behavior of customers (for example, the Law to Protect Emotional Labor). Second, those hotels need to support employees to make them endure Jaycustomer's behavior of customers (for example, minimizing stress of employees caused by Jaycustomer's behavior of customers through periodic psychology tests and linking with a professional psychological consulting center). Third, even if employees clearly perceive Jaycustomer's behavior of customers, they need to be managed not to fall into service sabotage (for example, management of service mind of employees through strengthened service education and improvement of rapport).

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Jaycustomer's Behavior Service Sabotage Service Flexibility Hotel Employees in China