Earticle

초록

영어

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

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 공격성
  2. 소진
  3. 자아탄력성
 Ⅲ. 연구설계
  1. 연구모형의 설정
  2. 가설의 설정
  3. 변수의 조작적 정의
  4. 자료수집 및 분석방법
 Ⅳ. 실증분석
  1. 인구통계학적 특성
  2. 신뢰성 및 타당성 검증
  3. 가설의 검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 박슬아 [ Seulah Park | 강원랜드 근무 ]
• 이수광 [ Sookwang Lee | 경기대학교 호텔경영학과 교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338