카지노 고객의 공격성이 소진에 미치는 영향에 관한 연구

• 영문명: The study on effects of casino customer aggression on the emotional burnout of dealers: focused on moderating role of ego-resilience
• 발행기관: 관광경영학회
• 저자명: 박슬아 이수광
• 간행물 정보: 『관광경영연구』제22권 제4호, 309~330쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.07.31

영문 초록

The purpose of this study is to testify the effect of customer aggression on emotional burnout of casinos’ employees and the regulation effect of ego-resilience to overcome such effect. The results of empirical analysis are as follow: First, it was found that aggressive language and aggressive look among customer aggression have positive effect on emotional exhaustion, and hostile speech and aggressive behavior have positive effect on depersonalization. And, aggressive language showed positive effect on lack of self-fulfillment. Second, it was suggested that the effect of casino customer aggression on burnout (emotional exhaustion and depersonalization) is partly controlled by ego-resilience. However, the hypothesis that the effect of casino customer aggression on lack of self-fulfillment can be controlled by ego-resilience was rejected. As a result, customer aggression was found to worsen burnout of casino employees and ego-resilience partly control the relationship between customer aggression and burnout, but the result was different from the prediction of the hypothesis. Based on the result discovered through this study, we discussed the suggestions, significance, and limitations of the study.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Casino Customer Aggression Emotional Burnout Ego-Resilience