초록 열기/닫기 버튼
This study is a study on the effect of customer complaint behavior on emotional labor and job burnout of flight attendants. Based on previous studies, rude customer behavior was composed of a single dimension. Airline crew's emotional labor consisted of two dimensions: surface behavior and internal name behavior. The burnout of flight attendant was composed of two dimensions: emotional burnout and job burnout. First, rude customer behavior partially had a significant effect on the emotional labor of flight attendants. Second, rude customer behavior had a significant effect on the emotional exhaustion of flight attendants. It was found that there was a significant influence relationship in the order of emotional exhaustion, depersonalization, and low personal accomplishment. Third, the surface behavior of flight attendants had a significant effect on emotional exhaustion. In the case of internal behavior, it was analyzed that dehumanization of emotional exhaustion had a significant influence.
키워드열기/닫기 버튼
Customers’ Rude Behavior, Emotional Labor, Job Burnout
