고객불량행동이 호텔종사자의 고객관계스트레스, 반생산적 과업행동, 서비스지향성에 미치는 영향

A Study on the Effects of Dyfunctional Customer Behavior on Customer Relationship Stress, Counterproductive Work Behavior and Service Orientation of Hotel Employees

Purpose - This research aims to determine the relationships among dyfunctional customer behavior, customer relationship stress, counterproductive work behavior and service orientation of hotel employees. Design/Methodology/Approach - Survey data was gathered from 269 employees working at hotels in South korea and analyzed structural equational modeling using SPSS 20.0 and AMOS 20.0 programs. Findings - Results of this study showed that dyfunctional customer behavior had a positive effect on customer relationship stress. Moreover, customer relationship stress had a negative impact on service orientation. In addition, the hypothesis that customer relationship stress had a positive effect on counterproductive work behavior was supported. Furthermore, customer relationship stress was found to fully mediate the relationship between dyfunctional customer behavior and counterproductive work behavior. Research Implications - The finding imply that customer relationship stress is important in terms of its effect on dyfunctional customer behavior relative to counterproductive work behavior. Therefore, employees in hotel service industry should be able to develop their capacity to control customer relationship stress. This study suggests theoretical research expansion on dyfunctional customer and offers practical recommendations.