고객불량행동에 대한 아르바이트 경험 대학생의 주관성 연구

Subjectivity of University Students who have experienced Part Time Jobs on Dysfunctional Customer Behavior: Focusing on Coffee Shop

The purpose of this study is to investigate the subjectivity of University students who have experienced part-time jobs in coffee shop on dysfunctional customer behavior. To achieve that, 27 Q-statements extracted from the 59 Q-populations through literature reviews and interviews with the managers of coffee shop were classified by the P-samples of 31 University students. Then the classified data were analyzed using the Ken-Q analysis program. The results showed that two groups with differentiated perceptions—‘physical injury and verbal violence’ type and ‘sexual remarks and attempts of physical contact’ type. The statements that the first type most agree with dysfunctional customer behavior were ‘to injure the employee's face or body' and ‘to insult the employee’. Those belonging to the second type selected ‘to give sexual jokes to employees' and ‘to intentionally attempt physical contact' with the most serious behavior. The findings will be used as basic data for coffee shop management strategy and employee protection.