The Effect of Internal Customer''s Bad Behavior on Job Stress, Job Satisfaction and Turnover Intention: Focus on the Five-star Luxury Hotels in Busan


Lee In Sook


Department of Business Administration, The Graduate School,
Pukyong National University


Abstract


Customers experiencing hotel service remember consciously or unconsciously what they have been treated by the employee and management. Internal customer''s bad behavior can largely influence customers’ negative emotions such as a lack of caring, concern, politeness, and so on. This behavior eventually makes an negative impact progressively on the hotel''s vigor, internal consequences, and organizational performance.
The purpose of this study is to find out a model that examines the relationships among the organizational bad behavior to internal customers, job stress, job satisfaction, and turnover intention, focusing on five-star luxury hotels in Busan.
A total of 540 questionnaires were collected and analyzed from internal staffs who worked at five-star hotels located in Busan. Exploratory factor analysis, comfirmatory factor analysis, and structural equation modeling were employed to test the hypotheses of the proposed model utilizing R program package.
The research findings are as follows. Firstly, organizational bad behavior to internal customers were composed of abusive supervision behavior, conflict behavior for human relations, and department silo. Second, these three dimensions had a positive impact on turnover intention. Third, abusive supervision, conflict behavior for human relations, and department silo of hotel internal customers had a positive effect on job stress. Fourth, department silo in organizational bad behavior had a significantly negative impact on the job satisfaction. Fifth, job stress positively influenced on job satisfaction. Sixth, job stress made a positive impact on turnover intention. Seventh, job satisfaction negatively impacted on turnover intention.
This study stressed that luxury hotels in Busan must deal with bad behaviors to the internal customers primarily in order to prevent emotional job stress and turnover intentions, increase job satisfaction, and improve service performance.
Key Words: Bad Behavior, Hotel Internal Customers, Job Stress, Job Satisfaction, Turnover Intention, Five-Star luxury Hotels, Busan