외식종사원의 고객무례와 상사무례가 직무스트레스 및 반생산적 과업행동에 미치는 영향

Abstract

In recent years, incidents related to incivility that occur in our society have become a big social issue. In particular, the incivility experienced by restaurant employees from customers negatively affects the performance of service work, highlighting the seriousness. Likewise, the reality is that incivility from supervisors at work is as problematic as disrespectful to customers. This study aims to analyze the effect of customer incivility and business practices on job stress and counterproductive work behavior for employees of Chinese restaurant companies. Counterproductive work behavior was investigated by dividing it into three types: counterproductive work behavior for customers, counterproductive work behavior for organizations, and counterproductive work behavior for employees. The survey period was conducted from May 1 to July 31, 2022. A total of 650 questionnaires were distributed, and 617 questionnaires were collected, of which 582 were used for the final analysis, excluding 35 were dishonest. The summary of the analysis results is as follows. First, it was found that customer incivility had a significant positive (+) effect on job stress. It was confirmed that the more incivility the employee experienced from the customer, the higher the job stress. Second, it was found that supervisor incivility had a significant positive (+) effect on job stress. This means that as you experience incivility from your supervisor, the stress on the job of your subordinates increases. Third, job stress had a significant positive (+) effect on all three types of counterproductive work behavior. This indicates that the higher the job stress, the higher the three types of counterproductive work behavior. Based on these analysis results, a plan to improve the working environment of restaurants was proposed by presenting theoretical and practical implications of the study.