고객불량행동에 대한 아르바이트 경험 대학생의 주관성 연구

• 영문명: Subjectivity of University Students who have experienced Part Time Jobs on Dysfunctional Customer Behavior: Focusing on Coffee Shop
• 발행기관: 관광경영학회
• 저자명: 이주양 장필식
• 간행물 정보: 『관광경영연구』제24권 제4호, 559~578쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.07.31

영문 초록

The purpose of this study is to investigate the subjectivity of University students who have experienced part-time jobs in coffee shop on dysfunctional customer behavior. To achieve that, 27 Q-statements extracted from the 59 Q-populations through literature reviews and interviews with the managers of coffee shop were classified by the P-samples of 31 University students. Then the classified data were analyzed using the Ken-Q analysis program. The results showed that two groups with differentiated perceptions—‘physical injury and verbal violence’ type and ‘sexual remarks and attempts of physical contact’ type. The statements that the first type most agree with dysfunctional customer behavior were ‘to injure the employee's face or body' and ‘to insult the employee’. Those belonging to the second type selected ‘to give sexual jokes to employees' and ‘to intentionally attempt physical contact' with the most serious behavior. The findings will be used as basic data for coffee shop management strategy and employee protection.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과의 해석

Ⅴ. 결 론

참고문헌

키워드

Subjectivity University students Dysfunctional Customer Behavior Coffee Shop