고객 무례함으로 인한 서비스종사원의 감정부조화와 반생산적 업무행동 (CWB)

• 영문명: Influence of Customer Incivility on Employees’ Emotional Dissonance and Counterproductive Work Behaviors (CWB)
• 발행기관: 관광경영학회
• 저자명: 김영국 우은주
• 간행물 정보: 『관광경영연구』제24권 제2호, 1~16쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.03.31

영문 초록

The aims of this study was to examine the relationships amongst customer incivility, emotional dissonance, and counterproductive work behaviors (CWB). The concept of counterproductive work behaviors was reviewed in literature review, and then the research model was provided based on the review of past studies. In the main survey, validity and reliability were ensured, and 202 valid survey responses were used to test the hypothesized structural model. The results showed that although the hypothesized model was obtained with a good model fit, the relationship between ‘emotional dissonance’ and ‘coworker-CWB’ was found to be not significant. Also, others had significant relationships amongst constructs. Based on the study’ findings, theoretical implications and practical implications were discussed, and limitations of the study and further study directions were also suggested.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 조사 설계

Ⅳ. 분석결과

Ⅴ. 결 론

참고문헌

키워드

Customer Incivility Emotional Dissonance Counterproductive Work Behaviors Employees