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블랙컨슈머의 고객불량행동이 호텔종사원의 직무소진과 고객지향성에 미치는 영향 연구
Study on Black Consumers’ Dysfunctional Customer Behaviors on Hotel Employees’ Job Burnout and Customer-Orientation
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- 발행기관
- 관광경영학회 바로가기
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- 간행물
- 관광경영연구 바로가기
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- 통권
- 제20권 제4호 통권 71호 (2016.07)바로가기
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- 페이지
- pp.43-67
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- 저자
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- 언어
- 한국어(KOR)
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- URL
- https://www.earticle.net/Article/A282441
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6,300원
원문정보
초록
- 영어
- This study basically aims to discuss how black consumers’ dysfunctional customer behaviors would influence hotel employees’ job burnout and customer-orientation. As for the research purpose, the study first understands seriousness of black consumers’ ever-evolving dysfunctional customer behaviors and how it would eventually affect hotel employees and then, conducts an investigation on effects of the hotel employees on customers. In such process, the study defines not only significance of how a company would respond but also these problems such as hotel employees’ stress caused afterwards. The study carried out a regression analysis based on results gained from a survey on dysfunctional customer behaviors, job burnout and customer-orientation, and findings were presented. The study noticed that subordinate factors of job burnout such as a decreased sense of achievement, depersonalization and emotional burnout are mostly caused by destructive consumers and deadbeat consumers which are components of a dysfunctional customer behavior and that depersonalization and a decreased sense of achievement which are components of job burnout have negative (-) effects on customer -orientation which made the study understand that emotional burnout is not affected. This study only explored levels of significance but it can be still an important research reference in that in an empirical discussion, it has offered practically helpful suggestions both by discussing how black consumers’ dysfunctional customer behaviors are related to hotel employees’ job burnout and customer-orientation and by arguing for how hotels should manage internal customers and external ones by themselves. As far as this study proves, dysfunctional customer behaviors can have harmful effects on how employees serve other customers and when it comes to companies as well, such behaviors make companies keep looking for ways for improvement and change.
목차
ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 블랙컨슈머
2. 고객불량행동
3. 직무소진
4. 고객지향성
Ⅲ. 연구설계
1. 연구모형 및 연구가설
2. 조사설계 및 분석방법
Ⅳ. 분석결과
1. 표본의 특성
2. 측정항목 신뢰성 및 타당성 검정 결과
3. 가설의 검증
Ⅴ. 결론
참고문헌
키워드
Hotel Employee Black Consumer Job Burnout Customer Orientation.저자
간행물 정보
발행기관
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- 발행기관명
- 관광경영학회 [Tourism Management Research Organization]
- 설립연도
- 1997
- 분야
- 사회과학>관광학
- 소개
- 관광경영학을 실용학문의 체계로 확립하고 실천학문으로 정착시키기 위하여, 관광경영학문을 현실적응에 필요한 연구를 통해 국가관광정책의 방향을 제시하고, 관광사업자들에게는 실질적으로 도움이 되는 경영전략을 제공하며, 연구를 통하여 회원간의 친목도모와 정보교환을 함으로써 상호발전을 목적으로 한다.
간행물
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- 간행물명
- 관광경영연구 [Journal of Tourism Management Research]
- 간기
- 연7회
- pISSN
- 2092-528X
- 수록기간
- 1997~2021
- 십진분류
- KDC 326 DDC 338
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