Earticle

초록

영어

The purpose of this study is to examine the relationship between customer badness behavior, trust of management, and turnover intention for employees working in a luxury hotel in Seoul and to analyze the mediating effect of executive trust on customer bad behavior and turnover intention. The test results were as follows: First, Credit failure type had a positive (+) effect on the voluntary turnover intention and involuntary turnover intention, and the destructive type had a significant (+) influence on the voluntary turnover intention. In addition, the verbal and physical violence type have no relationship. These results are more likely to be attributable to customers' use of payment means, such as using credit cards without a balance or refusing to open a credit card, rather than destructive types of customers who use verbal abuse such as profanity, It can be seen that bad behavior has an adverse effect on turnover intention. Second, in the relationship between customer bad behavior and turnover intentions, trust of management was found to function as a mediation as profanity, And that this has an adverse effect on the turnover intention. In other words, customer badness behavior negatively affects turnover intentions of hotel employees. However, if trust of management is high, negative influence of customer badness behavior is reduced to some extent

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객 불량행동
2. 경영진 신뢰
3. 이직의도
Ⅲ. 연구설계
1. 연구 모형 및 가설
2. 변수의 조작적 정의
3. 자료수집 및 분석방법
Ⅳ. 실증분석
1. 인구통계학적 특성
2. 신뢰성 및 타당성 분석
3. 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 장인환 [ Inhwan Jang | 경기대학교 관광학박사 ]
• 박호현 [ hohyeon Park | 호텔리베라서울 총지배인, 관광학박사 ] 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