The Effect of Frontline Employees’ Experienced Customer Incivility on Service Performance

• 발행기관: 한국유통과학회
• 저자명: 김민성(Minsung KIM) 허원무(Won-Moo HUR) 김병수(Byung-Soo KIM)
• 간행물 정보: 『유통과학연구(JDS)』제17권 제8호, 107~118쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2019.08.30

영문 초록

Purpose - The present study examines the effect of service employees experienced customer incivility through their emotional exhaustion. We identified service employees emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees emotion regulation ability also played a significant moderating role of the relationship between service employees experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees emot

목차

Abstract

1. 서론

2. 이론적 배경 및 연구가설

3. 연구방법

4. 분석결과

5. 결론

References

키워드

Customer Incivility Emotional Exhaustion Service Performance Emotion Regulation Ability