Abstract
The main cause of emotional labor of hotel employees is customer incivility. Hotel employees are feeling exhausted through emotional labor. This emotional exhaustion has a variety of negative effects. Therefore, the aim of this study is to reveal the effect of customer incivility felt by hotel employees on emotional exhaustion and the relationship that emotional exhaustion affects organizational commitment and turnover intention. To this end, a questionnaire survey was conducted from May 1st to October 21st, 2019 targeting employees of luxury hotels. As a result of the analysis, customer incivility had a positive effect on emotional exhaustion, and emotional exhaustion had a negative effect on organizational commitment, but had a positive effect on turnover intention. Organizational commitment had a negative effect on turnover intention. The result of this is that hotel employees are exhausted exhaustion through customer incivility, and due to emotional exhaustion, they are unable to concentrate on the organization commitment and decide to turnover intention. However, the higher the organization commitment the less to turnover intention. This implies that the hotel should come up with policy for customer ethical behavior against customer incivility, which is the main cause of emotional labor.
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