호텔직원이 인식하는 고객 불량행동 유형 분석

Typological Analysis on Jaycustomer Behavior Perceived by Hotel Employees: Focusing on Q-Methodological Approach

Purpose - This research examined the types of subjective perceptions that hotel employees have regarding jaycustomer behavior by using Q-methodology. Design/Methodology/Approach - 27 Q-statements were extracted from in-depth interviews with staffs working in five-star hotels as well as prior research. In addition, 30 hotel employees were selected as the P-sample and they carried out Q-sorting. The classified data were then analyzed using the Ken-Q analysis program. Findings - The results showed that the types of perceptions were divided into three types: ‘physical injury and facility damage’, ‘physical injury and verbal violence’ and ‘physical injury and attempts of physical contact’. It was found that the statement of ‘to injure the employee’s body or face’ was most agreeable in all three types as the same. This study applied Q-methodology that a new method of data analysis to explore human perspectives. Research Implications - The findings will be used as basic data for effective human resource management and business strategy establishment.