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The Mediating Role of Customer Relationship Stress of Hotel Employees in the Perceived Customer Badness Behavior-Customer Orientation Relationship
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호텔 종사원이 지각하는 고객 불량행동과 고객지향성의 관계에서 고객관계 스트레스의 매개효과

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Type
Academic journal
Author
Journal
Tourism Management Research Organization 관광경영연구 관광경영연구 제24권 제1호
Published
2020.1
Pages
1 - 25 (25page)

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The Mediating Role of Customer Relationship Stress of Hotel Employees in the Perceived Customer Badness Behavior-Customer Orientation Relationship
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Research history (7)

2020

The Effect of Customer Relationship Stress of Hotel Employees on Business and Voluntary Customer Orientation : Focusing on The Moderating Role of Self-efficacy
Jang In-Hwan ,  KIM KWANYONG 동북아관광연구 2020.01 Academic journal
The Mediating Role of Customer Relationship Stress of Hotel Employees in the Perceived Customer Badness Behavior-Customer Orientation Relationship
장인환 ,  Cha ,  Gil-Soo 관광경영연구 2020.01 Academic journal

2019

The effect of customer badness behavior on customer relation stress and customer orientation of Hotel employees : focused on the moderating role of positive psychological capital
장인환 호텔경영학과 2019.01 Thesis
A Study on the Influence of Customer Bad Behavior Perceived by Hotel Employees on Turnover Intention : Focused on the mediating effects of trust of management
Inhwan Jang ,  박호현 관광경영연구 2019.01 Academic journal
Research on the Relationship between Interpersonal Relationship Stress, Family-Work Conflict, Work-Family Conflict and Customer Orientation of Hotel Employees
장인환 ,  홍진선 관광경영연구 2019.01 Academic journal

2016

The Relationship among Interpersonal Communication, Job Satisfaction, and Customer Orientation of Service Employees
Inhwan Jang ,  Cha Gil-Soo 관광경영연구 2016.01 Academic journal

2015

The Effects of hotel employees interpersonal communication competence on the job satisfaction and customer orientation
장인환 호텔경영 2015.01 Thesis
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Abstract· Keywords

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This study examined the mediating role of customer relationship stress of hotel employees in the perceived customer badness behavior-customer orientation relationship, 338 employees in Seoul participated in the survey. The test results were as follows: First, among sub-factors of customer badness behavior, physical behavior(lower credibility type) and disruptive type had significant positive effects on customer relationship stress. Second, customer relationship stress was found to have a significant negative effect on customer orientation. Third, in the relationship between physical behavior(lower credibility type) and customer orientation, customer relationship stress appeared to play a part of mediation. The result suggests that physical behavior(lower credibility type) has an indirect effect on customer orientation through customer relationship stress, and a direct effect on customer orientation. However, in the relationship between the destructive type and the customer orientation, the destructive type did not have a significant negative effect on the customer orientation, so the customer relationship stress did not play a role as a parameter. The reason for this is that the damage to the facilities or the taking of the hotel items are caused by the low frequency of occurrence because these are actions that may require monetary compensation.

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References (79)

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김기성 / 2018 / 호텔종사원이 지각하는 고객불량행동과 직무열의, 고객지향성의 구조적 관계: 자기통제력의 조절효과를 중심으로 / 관광경영연구 22(2):1~23 Crossref 김유경 / 2008 / 골프경기 보조원의 감성지능과 직무스트레스·직무만족·고객지향성·이직의도와의 관계에 관한 연구 / 관광레저연구 20(2):149~167 dbpia 김은혜 / 2016 / 블랙컨슈머의 고객불량행동이 호텔종사원의 직무소진과 고객지향성에 미치는 영향 연구 / 관광경영연구 20(4):43~67 dbpia 김미경 / 2018 / 고객불량행동이 카지노 종사원의 이직의도에 미치는 영향에 관한 연구: 부정적 감정의 매개와 직무배태성의 조절효과를 중심으로 / Tourism Research 43(4):21~44 Crossref 김민경 / 2015 / 호텔 종사원이 스트레스가 직무소진, 직무만족과 고객지향성에 미치는 영향 google schola

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