호텔종사원이 경험한 고객무례행동이 정서적 고갈과 반생산적 과업행동에 미치는 영향

Abstract

Purpose: This study analyzes the effect of experienced customer incivility on workers’ emotional exhaustion and counterproductive work behavior, as well as the mediating effect of emotional exhaustion, by targeting the hotel industry.
 Research design, data, and methodology: Online questionnaires were conducted with hotel workers in Seoul, and 292 valid samples were used for analysis. Empirical simple, multiple, and hierarchical regression analyses were conducted.
 Results: First, this study shows that experiences with customer incivility increases emotional exhaustion and counterproductive work behavior. Second, emotional exhaustion increases counterproductive work behavior. Third, emotional exhaustion has a mediating effect on experiences with customer incivility and counterproductive work behavior.
 Conclusions: The results of this study offer a new direction in ways human resource management and organizational management in the hotel industr y can emphasize the impor tance of experiences with customer incivilit y, emotional exhaustion, and counterproductive work behavior.