초록 열기/닫기 버튼
This research aims to empirically test the effects of dysfunctional customer behavior on emotional exhaustion and counterproductive work behavior in medical institutions. The Structural Equations Modeling(SEM) is used to test the research model and hypotheses. The results show that hospital employees’ perception on dysfunctional customer behavior had strong effect on emotional exhaustion and counterproductive work behavior. Hospital employees’ emotional exhaustion also led to their counterproductive work behavior. The degrees of intermediate effect of emotional exhaustion were different between individual employee and organizational level. The study findings support that dysfunctional customer behavior could impede organizational productivity and, thus, suggest the appropriate organizational strategy.
