서비스종사원이 경험하는 고객 무례함 유형과 인식에 관한정성적 연구

• 영문명: Qualitative Study on Types of Customer Incivility and Service Employees’ Recognition of Customer Incivility
• 발행기관: 관광경영학회
• 저자명: 김영국 우은주
• 간행물 정보: 『관광경영연구』제25권 제3호, 133~148쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2021.05.31

영문 초록

The main aim of this study was to investigate types of customer incivility and service employees’ recognition towards incivility in the tourism and hospitality industries. To obtain the study purpose, the current study carried out the in-depth interviews with 15 people who have worked in the tourism and hospitality industries and experienced customer incivility. Snowball sampling was used, and the interview resulted were analyzed based on the grounded theory. As the results, The study’s findings showed that there were four types of costomer incivility, ‘verbal violence’, ‘Private request’, ‘physical threats’, ‘intimidating manner’. The major theoretical and practical implications of this study were discussed, and the limitations and comments for future research were suggested.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 조사 설계

Ⅳ. 분석결과 및 토론

Ⅴ. 종합결론

참고문헌

키워드

Customer Incivility Verbal Violence Physical Threats Employees