블랙컨슈머의 고객불량행동이 호텔종사원의 직무소진과 고객지향성에 미치는 영향 연구

Abstract

This study basically aims to discuss how black consumers’ dysfunctional customer behaviors would influence hotel employees’ job burnout and customer-orientation. As for the research purpose, the study first understands seriousness of black consumers’ ever-evolving dysfunctional customer behaviors and how it would eventually affect hotel employees and then, conducts an investigation on effects of the hotel employees on customers. In such process, the study defines not only significance of how a company would respond but also these problems such as hotel employees’ stress caused afterwards. The study carried out a regression analysis based on results gained from a survey on dysfunctional customer behaviors, job burnout and customer-orientation, and findings were presented. The study noticed that subordinate factors of job burnout such as a decreased sense of achievement, depersonalization and emotional burnout are mostly caused by destructive consumers and deadbeat consumers which are components of a dysfunctional customer behavior and that depersonalization and a decreased sense of achievement which are components of job burnout have negative (-) effects on customer -orientation which made the study understand that emotional burnout is not affected. This study only explored levels of significance but it can be still an important research reference in that in an empirical discussion, it has offered practically helpful suggestions both by discussing how black consumers’ dysfunctional customer behaviors are related to hotel employees’ job burnout and customer-orientation and by arguing for how hotels should manage internal customers and external ones by themselves. As far as this study proves, dysfunctional customer behaviors can have harmful effects on how employees serve other customers and when it comes to companies as well, such behaviors make companies keep looking for ways for improvement and change.