고객불량행동이 서비스 접점 종업원의 직무자원과 직무몰입에 미치는 영향

The Effects of Customer Dysfunctional Behaviors on Frontline Service Employees: The Role of Customer Orientation and Organizational Commitment

Recently customer dysfunctional behaviors have been increased in service encounters. This study examines the effect of employees’ perception of customer dysfunctional behaviors on employee burnout and employees" job satisfaction. In this psychological process, this study focuses on the role of customer orientation and organizational commitment. We also examine the mediational role of burn out on customer orientation and organizational commitment. Using field data from a national insurance company, this study finds that customer dysfunctional behaviors lead to employee burnout, in turn, this decrease customer orientation and organizational commitment. Finally, the results indicate that customer dysfunctional behaviors negatively impact on employee job-realted attitude such as customer orientation and organizational commiment via burnout. Theoretical and practical implications for improving frontline employees’ job satisfaction discussed along with directions for future research.

Recently customer dysfunctional behaviors have been increased in service encounters. This study examines the effect of employees’ perception of customer dysfunctional behaviors on employee burnout and employees" job satisfaction. In this psychological process, this study focuses on the role of customer orientation and organizational commitment. We also examine the mediational role of burn out on customer orientation and organizational commitment. Using field data from a national insurance company, this study finds that customer dysfunctional behaviors lead to employee burnout, in turn, this decrease customer orientation and organizational commitment. Finally, the results indicate that customer dysfunctional behaviors negatively impact on employee job-realted attitude such as customer orientation and organizational commiment via burnout. Theoretical and practical implications for improving frontline employees’ job satisfaction discussed along with directions for future research.