고객의 무례한 행동이 항공사 객실승무원의 정서적 고갈과 일탈행동에 미치는 영향

• 영문명: The Impact of Customer Incivility Behavior on the Flight Attendant’s Emotional Exhaustion and Deviant Behavior: Mediating Effect of Emotional Exhaustion
• 발행기관: 관광경영학회
• 저자명: 조경희 배현숙
• 간행물 정보: 『관광경영연구』제22권 제6호, 501~522쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.11.30

영문 초록

Customer incivility behavior has become an increasingly prevalent and important workplace stressor in hospitality industry. However, relatively little research has examined the effects of customer incivility behavior. The purpose of this study aimed to explore 1) the relationships between customer incivility behavior and the flight attendant’s emotional exhaustion 2) the relationship between customer incivility behavior and deviant behavior 3) the relationship between emotional exhaustion and deviant behavior 4) mediating effect of the flight attendant’s emotional exhaustion. To achieve these purposes, questionnaire was developed based on previous study and data were collected by the flight attendant’s. In total, 300 questionnaires were distributed and 286 valid and complete questionnaires were collected for empirical data analysis. Then the data and hypotheses were examined. The results of the study are as follows; First, the results of this study shows that customer incivility behavior has a positive effect on the flight attendant’s emotional exhaustion and deviant behavior. Second, emotional exhaustion has a positive effect on the deviant behavior. Third, it has been found that the emotional exhaustion mediating effects between customer incivility behavior and deviant behavior.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구조사 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Customer Incivility Behavior Abusive Supervision Behavior Emotional Exhaustion Deviant Behavior