원문정보
A Study of Jaycustomer`s Behavior Affecting Service Sabotage of Hotel Employees in China : Focused on the Moderating Effects of Service Flexibility
초록
영어
The aim of this study was to test the effect of Jaycustomer`s behavior of customers on service sabotage of employees of Chinese hotels, and moderating effect of service flexibility in the above causal relationship. The findings of this study are as follows. First, this study conducted a multi-variate regression analysis to examine the effect of Jaycustomer`s behavior of customers on service sabotage of hotel employees, and found that both of the two sub-variables of Jaycustomer`s behavior of customers-rude behavior and neglecting attitude-have significant and positive (+) effects on service sabotage. Second, Hierarchical regression analysis examining the mediating effect of service flexibility in the relationship between Jaycustomer`s behavior of customers and service sabotage of Chinese hotel employees proves that the interaction item of Jaycustomer`s behavior of customers and service flexibility is statistically significant. In other words, even if there is a possibility that service sabotage caused by Jaycustomer`s behavior of customers can happen, if employees are highly conscious of service flexibility, they are less likely to resort to service sabotage because they try to maintain continuous cooperative relationship with customers. Accordingly, first, those hotels need to search for the ways to minimize Jaycustomer`s behavior of customers (for example, the Law to Protect Emotional Labor). Second, those hotels need to support employees to make them endure Jaycustomer`s behavior of customers (for example, minimizing stress of employees caused by Jaycustomer`s behavior of customers through periodic psychology tests and linking with a professional psychological consulting center). Third, even if employees clearly perceive Jaycustomer`s behavior of customers, they need to be managed not to fall into service sabotage (for example, management of service mind of employees through strengthened service education and improvement of rapport).
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객불량행동
2. 서비스 사보타주
3. 서비스유연성
Ⅲ. 연구설계
1. 연구모형의 설정
2. 연구가설의 설정
3. 변수의 조작적 정의 및 설문지 구성
4. 자료수집 및 분석방법
Ⅳ. 실증분석
1. 인구통계학적 특성
2. 신뢰성 및 타당성 분석
3. 가설검증
Ⅴ. 결론
참고문헌