호텔 종사원의 고객언어폭력, 감정노동, 감정고갈 및 비생산적 업무행동의 구조관계 고찰

• 영문명: The Study of Structural Relationship among Hotel Employees' Customer Verbal Aggression, Emotional labour, Emotional Exhaustion, and Counterproductive Work Behaviour.
• 발행기관: 관광경영학회
• 저자명: 정주현 김인신 이환의
• 간행물 정보: 『관광경영연구』제19권 제3호, 85~106쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.07.31

영문 초록

In recent years, emotional labour is emerging as an important factor for the service encounter employees. The purposes of this study are 1) to investigate the relationship between customer verbal aggression and emotional labour, surface acting and deep acting, 2) to examine the effect on emotional exhaustion of customer verbal aggression and emotional labour, surface acting and deep acting, 3) to identify the relationship between emotional exhaustion and counterproductive work behavior, and finally 4) to identify moderating effects of tenure on the relationship between customer verbal aggression and employees’ emotional labour and emotional exhaustion. For the empirical test, the data of the study were collected from service encounter employees working in luxury hotels in Seoul. The findings of the study showed that 1) customer verbal aggression have positive effects on surface acting and emotional exhaustion, but no effect on deep acting, 2) customer verbal aggression and surface acting increased emotional exhaustion, but deep acting has a negative effect on emotional exhaustion, 3) emotional exhaustion has a signigicant impact on counterproductive work behaviour, and last, 4) tenure as moderating effect showed the relationship between the customer verbal aggression and surface acting.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Customer Verbal Aggression Emotional Labour Emotional Exhaustion Counterproductive Work Behaviour