고객불량행동이 종사원의 감정부조화, 일탈행동에 미치는 영향

• 영문명: The Effect of Customer Defective Behavior on Emotional Dissonance and Deviation Behavior of Employees
• 발행기관: 한국복합리조트포럼
• 저자명: 전희선(Hee-Sun Jeon)
• 간행물 정보: 『관광체육연구』제2권 2호, 15~30쪽, 전체 16쪽
• 주제분류: 복합학 > 학제간연구
• 파일형태: PDF
• 발행일자: 2023.12.31

영문 초록

Purpose: In this study, we analyzed how customer misbehavior affects employees' emotional dissonance and deviant behavior in complex resorts. Method: A survey was conducted on the employees of the resort complex, and an empirical analysis was conducted on 300 questionnaires using the SPSS 22.0 program. Results: In poor customer behavior, rude behavior, neglect attitude, and sexual harassment were found to have a significant positive (+) effect on emotional dissonance, and emotional dissonance was analyzed to have a positive (+) effect on deviant behavior toward organizations and deviant behavior toward people. Conclusion: In order to reduce the emotional dissonance and deviant behavior of the employees from the bad behavior of the customers, it was confirmed that more active and concrete action plan and corporate and social support were needed. Interdisciplinary Research Implications: This study is a study of complex resort companies in the tourism industry, and if interdisciplinary research on customer bad behavior in the leisure field is conducted in connection with the aspect of physical education in the future, it is expected to spread to applied research.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

IV. 실증분석

V. 결론

참고문헌

키워드

misbehavior employees' emotional dissonance deviant behavior