earticle

영어

The purpose of this study is to testify the effect of customer aggression on emotional burnout of casinos’ employees and the regulation effect of ego-resilience to overcome such effect. The results of empirical analysis are as follow: First, it was found that aggressive language and aggressive look among customer aggression have positive effect on emotional exhaustion, and hostile speech and aggressive behavior have positive effect on depersonalization. And, aggressive language showed positive effect on lack of self-fulfillment. Second, it was suggested that the effect of casino customer aggression on burnout (emotional exhaustion and depersonalization) is partly controlled by ego-resilience. However, the hypothesis that the effect of casino customer aggression on lack of self-fulfillment can be controlled by ego-resilience was rejected. As a result, customer aggression was found to worsen burnout of casino employees and ego-resilience partly control the relationship between customer aggression and burnout, but the result was different from the prediction of the hypothesis. Based on the result discovered through this study, we discussed the suggestions, significance, and limitations of the study.