서비스 종업원의 표면행위가 반생산적 과업행동에 미치는 효과에 관한 연구

• 영문명: The Effects of Service Employee's Surface Acting on Counterproductive Work Behavior: The Mediating Roles of Emotional Exhaustion
• 발행기관: 한국유통과학회
• 저자명: 강성호(Seong Ho Kang) 최종학(Jong Hak Chay) 이지애(Ji Ae Lee) 허원무(Won Moo Hur)
• 간행물 정보: 『유통과학연구(JDS)』제14권 제2호, 73~82쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2016.02.28

영문 초록

Purpose - Counterproductive work behavior(CWB) was typically categorized according to the behavior whether it targets other people(i.e., interpersonal CWB: I-CWB). Employing organizations(i.e., organizational CWB: O-CWB) has emerged as major concerns among researchers, managers, and the general public. An abundance of researches has informed us about the understanding for the antecedents of CWB, whereas little is known about the antecedents of CWB directed distribution service in employee's emotional labor. Therefore, the purpose of this research is to propose a research model in which surface acting enhances emotional exhaustion as an emotional labor strategy, which eventually increases counterproductive work behavior(including I-CWM and O-CWB). Research design, data, and methodology - This empirical research data were gathered from the samples of full time frontline hotel employees(including front office, call center, food/beverage, concierge, and room service) in South Korea. Six hotels were selected ranged from four to five stars, including privately owned and joint-venture properties. A convenience sampling method was used to select hotels. Full time frontline hotel employees from the six hotels were surveyed using a self-administered instrument for data collection. With the strong support of hotel managers, a total of 300 questionnaires were distributed, and 252 responses were collected indicating a response rate of 84.0%. In the process of working with the 252 samples, structural equation modeling is employed to test research hypotheses(H1: The relationship between surface acting and Interpersonal counterproductive work behavior(I-CWB) is mediated by emotional exhaustion, H2: The relationship between surface acting and organizational counterproductive work behavior(O-CWB) is mediated by emotional exhaustion). SPSS 18.0 and M-Plus 7.31 software were used for the data analysis. Descriptive statistics were used to assess the distribution of the employee profil

목차

Abstract

1. 서론

2. 이론적 배경 및 가설설정

3. 실증분석

4. 결론

References

키워드

Surface Acting Emotional Exhaustion,Counterproductive Work Behavior Interpersonal Counterproductive Work Behavior Organizational Counterproductive Work Behavior