호텔종사원의 지각된 고객무례가 조직성과에 미치는 영향: 감정소진의 매개효과를 중심으로

Abstract

Abstract

Recently customer incivility has been posed as a severe problem in the service sector (airlines, hotels, travel agencies, etc.) and attracted social concern. The incivility of customers make the employees feel humiliated and insulted, reducing morale in working. Several executives of major companies have caused social controversy by forcing service employees to do excessive service. As the share of the service sector and the occupation of hotel industry in the sector are on the increase due to changes in industrial structure of Korea, emotional exhaustion by customer incivility in customer-contacting departments has substantially affected job satisfaction and outcomes of organization. The purpose of this study is to analyze effects of customer incivility via emotional exhaustion on organizational outcomes(job performance, job satisfaction, and turnover intention). In particular, effects and severity of emotional exhaustion by customer incivility experienced by hotel employees are verified to find out methods of minimizing emotional exhaustion, suggestions that may be helpful to enhance efficiency of managing human resources of hotel employees and managerial competitiveness of enterprises. In addition, this study analyzes effects of emotional exhaustion on organizational outcomes(job performance, job satisfaction, and turnover intention) to present suggestions in hotel personnel management including efficient job measures, reduction in unnecessary cost in hiring new personnel, retention skilled personnel for securing competitiveness in service, and importance of hotel personnel management.

Key words : Customer incivility, Emotional exhaustion, Organizational outcomes(job performance, job satisfaction, turnover intention)