고객 무례함으로 인한 서비스종사원의 감정부조화와 반생산적 업무행동 (CWB)

Influence of Customer Incivility on Employees’ Emotional Dissonance and Counterproductive Work Behaviors (CWB)

The aims of this study was to examine the relationships amongst customer incivility, emotional dissonance, and counterproductive work behaviors (CWB). The concept of counterproductive work behaviors was reviewed in literature review, and then the research model was provided based on the review of past studies. In the main survey, validity and reliability were ensured, and 202 valid survey responses were used to test the hypothesized structural model. The results showed that although the hypothesized model was obtained with a good model fit, the relationship between ‘emotional dissonance’ and ‘coworker-CWB’ was found to be not significant. Also, others had significant relationships amongst constructs. Based on the study’ findings, theoretical implications and practical implications were discussed, and limitations of the study and further study directions were also suggested.