원문정보
The Study of Structural Relationship among Hotel Employees' Customer Verbal Aggression, Emotional labour, Emotional Exhaustion, and Counterproductive Work Behaviour.
초록
영어
In recent years, emotional labour is emerging as an important factor for the service encounter employees. The purposes of this study are 1) to investigate the relationship between customer verbal aggression and emotional labour, surface acting and deep acting, 2) to examine the effect on emotional exhaustion of customer verbal aggression and emotional labour, surface acting and deep acting, 3) to identify the relationship between emotional exhaustion and counterproductive work behavior, and finally 4) to identify moderating effects of tenure on the relationship between customer verbal aggression and employees’ emotional labour and emotional exhaustion. For the empirical test, the data of the study were collected from service encounter employees working in luxury hotels in Seoul. The findings of the study showed that 1) customer verbal aggression have positive effects on surface acting and emotional exhaustion, but no effect on deep acting, 2) customer verbal aggression and surface acting increased emotional exhaustion, but deep acting has a negative effect on emotional exhaustion, 3) emotional exhaustion has a signigicant impact on counterproductive work behaviour, and last, 4) tenure as moderating effect showed the relationship between the customer verbal aggression and surface acting.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객 언어폭력 (Customer Verbal Aggression)
2. 감정노동(Emotional Labour)
3. 감정고갈(Emotional Exhaustion)
4. 비생산적 업무행동 (Counterproductive Work Behavior)
5. 근속연수 (Employee tenure)
Ⅲ. 연구설계
1. 연구모형
2. 구성개념 간 관계 및 가설 설정
3. 변수의 조작적 정의 및 측정항목의 추출
4. 데이터 수집 및 분석방법
Ⅳ. 실증분석
1. 표본의 인구 통계적 특성
2. 신뢰성 및 타당성 분석
3. 구조방정식모형 분석
4. 조절효과 분석
Ⅴ. 결론
참고문헌