원문정보
The Impact of Customer Incivility Behavior on the Flight Attendant’s Emotional Exhaustion and Deviant Behavior : Mediating Effect of Emotional Exhaustion
초록
영어
Customer incivility behavior has become an increasingly prevalent and important workplace stressor in hospitality industry. However, relatively little research has examined the effects of customer incivility behavior. The purpose of this study aimed to explore 1) the relationships between customer incivility behavior and the flight attendant’s emotional exhaustion 2) the relationship between customer incivility behavior and deviant behavior 3) the relationship between emotional exhaustion and deviant behavior 4) mediating effect of the flight attendant’s emotional exhaustion. To achieve these purposes, questionnaire was developed based on previous study and data were collected by the flight attendant’s. In total, 300 questionnaires were distributed and 286 valid and complete questionnaires were collected for empirical data analysis. Then the data and hypotheses were examined. The results of the study are as follows; First, the results of this study shows that customer incivility behavior has a positive effect on the flight attendant’s emotional exhaustion and deviant behavior. Second, emotional exhaustion has a positive effect on the deviant behavior. Third, it has been found that the emotional exhaustion mediating effects between customer incivility behavior and deviant behavior.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객의 무례행동
2. 정서적 고갈
3. 일탈행동
Ⅲ. 연구조사 설계
1. 연구모형
2. 가설설정
3. 변수의 조작적정의
Ⅳ. 실증분석
1. 분석방법 및 인구통계학적 특성
2. 타당성 및 신뢰도 분석
3. 가설 검증
Ⅴ. 결론
참고문헌