earticle

영어

This study examined the mediating role of customer relationship stress of hotel employees in the perceived customer badness behavior-customer orientation relationship, 338 employees in Seoul participated in the survey. The test results were as follows: First, among sub-factors of customer badness behavior, physical behavior(lower credibility type) and disruptive type had significant positive effects on customer relationship stress. Second, customer relationship stress was found to have a significant negative effect on customer orientation. Third, in the relationship between physical behavior(lower credibility type) and customer orientation, customer relationship stress appeared to play a part of mediation. The result suggests that physical behavior(lower credibility type) has an indirect effect on customer orientation through customer relationship stress, and a direct effect on customer orientation. However, in the relationship between the destructive type and the customer orientation, the destructive type did not have a significant negative effect on the customer orientation, so the customer relationship stress did not play a role as a parameter. The reason for this is that the damage to the facilities or the taking of the hotel items are caused by the low frequency of occurrence because these are actions that may require monetary compensation.