Earticle

본 연구는 서비스 조직 근로자들의 심리건강에 부정적 영향을 미칠 수 있는 요인을 규명하기 위해 먼저 감정노동(표면행위, 내면행위) 및 고객공격행동 경험이 근로자의 감정소진에 미치는 효과에 대해 탐색하였고, 아울러 감정노동과 감정소진의 관계가 고객공격행동 경험에 따라 차이가 있는지 개인 내 차이를 검증하였다. 마지막으로, 감정노동과 감정소진, 고객공격행동 경험과 감정소진의 관계가 고용유형(정규직, 비정규직)에 따라 다른 양상을 보이는지에 대한 교차수준의 조절효과를 규명하였다. 실증검증을 위해 일지조사법으로 설계했고, 은행근로자 56명을 대상으로 온라인 설문을 통해 자료를 수집했다. 반복측정을 통해 총 616개의 자료가 실증검증에 활용되었다. 분석 결과 고객공격행동 경험 및 표면행위가 감정소진에 미치는 개인 내 차이가 있는 것으로 확인되었다. 구체적으로 근로자들의 표면행위는 감정소진을 유발하지만, 내면행위는 관련이 없는 것으로 확인되었다. 또한 고객공격행동 경험은 근로자들의 감정소진을 증가시키는 것으로 확인되었고, 표면행위와 감정소진의 정적 관계는 고객공격행동 경험이 높을수록 더 강하게 나타나는 것으로 분석되었다. 마지막으로 비정규직 근로자들은 정규직 근로자들에 비해 표면행위를 할수록, 고객공격행동 경험이 높을수록 더 높은 감정소진을 경험하는 것으로 나타났다. 이상의 연구결과에 근거하여 감정노동에 따른 감정소진은 역동적임을 밝히고 이에 대한 논의가 이루어졌다.

Previous studies related to existing emotional labor have mostly been cross-sectional studies focusing on static differences in emotional regulation between individuals at a single point (Scott & Barnes, 2011). However, the studies which took a between-individual approach has a limitation in that within-individual variation is implicitly treated as error variance, even though the variance is theoretically meaningful (Judge et al., 2006). Thus, researches should be extended to take into account emotional labor occurring within individuals over time to more fully understand emotional labor. With this in mind, we examine the dynamical relationship between emotional exhaustion and daily customer aggression and emotional labor by taking multilevel approach. In addition, we explored whether customer aggression and employment type (regular and non-regular employees) moderate the relationship between daily emotional labor and emotional exhaustion. Also we examined that the moderating effect of customer aggression on the relationship between daily emotional labor and emotional exhaustion. It was hypothesized that 1) Within individual, customer aggression will increase emotional exhaustion 2) Within individual, surface acting will increase emotional exhaustion 3) The positive relationship between customer aggression and emotional exhaustion will be stronger for high level of surface acting 4) The positive relationship between customer aggression and emotional exhaustion will be stronger among non-regular employees compared to regular employees 5) The positive relationship between surface acting and emotional exhaustion will be stronger among non-regular employees compared to regular employees. In order to verify the relationships empirically, we designed diary method. The data were collected through online questionnaires form bankers. A HLM (hierarchical linear modeling) was used to test the hypotheses. Results are as follows. First, it was confirmed that surface acting increased the emotional exhaustion. Second, the employees who experienced customer aggression increased emotional exhaustion.Third, the positive relationship between surface acting and emotional exhaustion was stronger for the employees who experienced high level of customer aggression. Lastly, the positive relationships between surface acting and customer aggression were shown in non-regular employees. Based on the above results, it is argued that emotional events and emotional labor in the workplace are dynamic, and emotional exhaustion of the employees can be different within individuals.

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.

본 연구는 카지노 고객의 공격성이 시큐리티 종사자의 직무스트레스 및 소진에 미치는 영향 을 규명하는데 연구의 목적이 있다. 조사도구는 설문지를 사용하였으며, 설문의 대상은 전국카 지노 17개업체중 고객접점에서 근무하는 시큐리티 관련 종사자 30명 이상을 고용하고 있는 6개의 업체를 모집단으로 표본을 추출하였다. 본 연구에서 최종적으로 사용한 조사대상은 269 명이었다. 설문지에 대한 작성이 완료된 데이터는 각 목적에 맞게 부호화하여 입력시킨 후 사회과학통계 프로그램인 SPSS 15.0 Windows를 이용하여 전산처리 하였다. 자료의 분석을 위하여 사용한 분석 기법은 기술통계 분석, 요인분석(factor analysis), 신뢰도 분석 (reliability analysis), t검증(t-test) 및 f검증(one-way ANOVA), 다중회귀분석(multiple regression analysis)을 실시하였다. 이와 같은 방법과 절차에 따른 자료 분석을 통하여 본 연구에서 얻은 결론은 다음과 같다. 첫째, 카지노 시큐리티 종사자의 인구통계학적 특성에 따른 공격성, 직무스트레스 및 소진의 차이를 검증한 결과 부분적으로 유의한 차이가 있는 것으로 나타났다. 둘째, 카지노 고객의 공격성이 시큐리티 종사자의 직무스트레스에 미치는 영향을 검증한 결과 부분적으로 유의미한 영향을 미쳤다. 셋째, 카지노 고객의 공격성이 시큐리티 종사자의 소진에 미치는 영향을 검증한 결과 부분적 으로 유의미한 영향을 미쳤다

The purpose of this study is to examine the effects of customer aggression on the job stress and emotional burnout of security guards in casino. Investigating tools used questionnaire, the sampling was drawn from security guards at 6 casinos which had more than 30 security guards. To this study, the partisans of the study were 269 people. Data for creation for questionnaire is completely computed processing and using SPSS 15.0 Windows that is social studies scholastic mantle command program after imputed encoding according to each purpose. Analyzing techniques to use for analysis of data enforced technology figure analysis, factor analysis, reliability analysis, t-test, one-way ANOVA, multiple regression analysis. Through data analysis by such method and procedure, conclusion that gets in this research is as following. First, exposure that is difference that keep in mind partially as result that verify difference of aggression according to demographical features, job stress and emotional burnout that is security guard’s in casino. Second, exposure that is difference that keep in mind as statistical as result that verify effect that customer aggression gets in job stress of security guards in casino. Third, exposure that is difference that keep in mind as statistical as result that verify effect that customer aggression gets in emotional burnout of security guards in casino.

The purpose of this study is to empirically analyze the structural relationship between the degree of their empowerment, stress coping strategies, emotional exhaustion, and recovery services and front-line staff turnover intention and a sample of the material-star hotels in Seoul. In particular, the perception of the customer verbal emotional exhaustion, exhaustion and emotional impact on the degree of separation performance and service recovery attempts to analyze the influence of service recovery performance and turnover intention. Customer verbal emotion-focused coping strategy is poured into (-) influence of emotion-focused coping strategies had a positive effect on emotional exhaustion. Empowerment is having a positive effect on problem-focused coping strategies and service recovery performance, emotional exhaustion, the sub-investigation was to influence the (+). Violence customer language having a positive effect on emotional exhaustion, emotional exhaustion unit for service recovery performance (-) affect of the uijik There was also a positive effect (+). When viewing based on the analysis above, the hospitality to achieve competitive advantage under the fierce business environment, competition day as particularly tourist hotels of the company and maintain in order to be proactive service recovery efforts of staff urgently required reduction in the turnover rate of employees excellent staff It shall prevent the departure.

In recent years, emotional labour is emerging as an important factor for the service encounter employees. The purposes of this study are 1) to investigate the relationship between customer verbal aggression and emotional labour, surface acting and deep acting, 2) to examine the effect on emotional exhaustion of customer verbal aggression and emotional labour, surface acting and deep acting, 3) to identify the relationship between emotional exhaustion and counterproductive work behavior, and finally 4) to identify moderating effects of tenure on the relationship between customer verbal aggression and employees’ emotional labour and emotional exhaustion. For the empirical test, the data of the study were collected from service encounter employees working in luxury hotels in Seoul. The findings of the study showed that 1) customer verbal aggression have positive effects on surface acting and emotional exhaustion, but no effect on deep acting, 2) customer verbal aggression and surface acting increased emotional exhaustion, but deep acting has a negative effect on emotional exhaustion, 3) emotional exhaustion has a signigicant impact on counterproductive work behaviour, and last, 4) tenure as moderating effect showed the relationship between the customer verbal aggression and surface acting.

This study aims to examine the moderating effect of emotional intelligence between customer verbal aggression and worker’s mental health. Data which is made by Kangwonland Labor Union to search for working environment of women workers is used. Samples are focus on 390 table game workers. The results of the analysis revealed that customer verbal aggression and understanding others’ emotion affect worker’s mental health negatively, emotion control and understanding their own emotion affect positively, and emotional intelligence does not buffer the negative effects of customer verbal aggression on worker’s mental health. And woman who married and(or) has been working for more than 10 years is more healthy than someone who does not. Based on these results, the ways for casino company to improve women workers’ mental health working for table game are suggested.

본 연구는 그동안 ‘악성민원’으로 다루어져 왔던 민원인의 부적절한 행동을 피해자 관점에서 ‘심리적･정서적 공격행동’과 ‘물리적 공격행동’으로 재개념화하고, 이러한 공격행동이 공무원의 정서적 소진과 이탈의도에 미치는 영향, 그리고 이들 변수 간 관계에서 조직지원인식의 역할을 분석하였다. 서울특별시 및 자치구 소속 519명의 민원담당 공무원을 대상으로 수집된 자료를 바탕으로 구조방정식모형과 위계적 회귀분석을 실시하였다. 주요 분석 결과를 정리하면 다음과 같다. 첫째, 심리적･정서적 공격행동만이 공무원의 정서적 소진을 매개로 이탈의도에 영향을 미치는 것으로 나타났다. 둘째, 민원인의 공격행동 맥락에서 공무원의 조직지원인식은 공격행동과 정서적 소진 간 관계 및 정서적 소진과 이탈의도 간 관계에서 조절효과를 보이지 않았으며, 정서적 소진을 낮춤으로써 이탈의도를 감소시키는 것으로 나타났다. 이는 상대적으로 경미하지만 반복되는 심리적･정서적 공격행동이 공무원의 정서적 소진과 이탈의도에 누적적 영향을 미칠 수 있으며, 조직지원인식이 정서적 소진을 낮춤으로써 이탈 억제에 기여하는 보호자원으로 기능할 수 있음을 시사한다.

This study reconceptualized behaviors traditionally discussed as “malicious complaints” from the perspective of victims as two forms of aggression: psychological-emotional aggression and physical aggression. It examined the effects of these forms of aggression on public officials’ emotional exhaustion and withdrawal intention, as well as the role of perceived organizational support in the relationships among these variables. Structural equation modeling and hierarchical regression analyses were conducted using data collected from 519 public officials responsible for civil complaint services in the Seoul Metropolitan Government and autonomous district offices.The main findings are as follows. First, only psychological-emotional aggression was found to affect withdrawal intention through the mediating effect of emotional exhaustion. Second, perceived organizational support did not moderate the relationships between aggression and emotional exhaustion or between emotional exhaustion and withdrawal intention. However, it reduced withdrawal intention indirectly by lowering emotional exhaustion. These findings suggest that repeatedly experienced psychological-emotional aggression can cumulatively affect public officials’ emotional exhaustion and withdrawal intention. The findings also indicate that perceived organizational support may function as a protective resource that contributes to reducing emotional exhaustion and, in turn, decreases withdrawal intention.

Recently, customer aggression occurring in the service organization has become a social issue. “The customer is always right” is a omnipresent organizational mantra, followed closely by “service with a smile”(Rafaeli and Sutton, 1987). In fact that in a consumer-centered economy it is impossible to ignore the effects of customer satisfaction on organizational performance. However, the core problem of these formulas is a power imbalance between customers and employees, that may lead customer to take advantage of employees. Indeed, many studies are reporting the dark side of customer-employee transactions, where service providers are targets of customer aggression. Such experiences can cause organizational as well as personal costs. For instance, customer aggression has been found to be a predictor of job burnout, absence, turnover intension, and emotional exhaustion (Ben-Zur and Yagil, 2005; Glomb, 2002; Grandey et al., 2004; Harris and Reynolds, 2003). Moreover, customer aggression has been found to predict a decrease in job performance, an increase in employee withdrawal behavior(공혜원, 김효선, 2014; Bedi and Schat, 2007; Glomb, 2002). It is revealed that psychological ownership can influence job attitude and behavior of employees (Pierce et al., 2001). Although It has been reported that customer aggression has negative effect on employees and organizations, but little attention has been given to the study on the relationship among customer aggression, deviant behavior, and psychological ownership is unknown. Especially, very few attempts have been made at the moderating effect of psychological ownership. Therefore, the purpose of this study is to examine the main effect of customer aggression and psychological ownership on deviant behavior(Organizational deviance, Interpersonal deviance) and the moderating effect of psychological ownership on the relationship between customer aggression and deviant behavior. It was hypothesized, in this study, that 1) Customer aggression is positively related to organizational deviance and interpersonal deviance. 2) Psychological ownership is negatively related to organizational deviance and interpersonal deviance. 3) The positive relationship between customer aggression and deviant behavior(organizational and interpersonal deviance) is stronger for those who had lower psychological ownership. To test these relationships empirically, we collected data from 394 workers engaging in financial services, including those who work in the banking sector and customer call center of banks. A SEM (structural equation model) was used for the test of hypotheses. Findings are as follows. First, it is confirmed that customer aggression increases both organizational deviance and interpersonal deviance. Second, those who had higher psychological ownership were less likely to show organizational deviance. However, the relationship between psychological ownership and interpersonal deviance is not significant. Lastly, it turned out that the moderating effect of psychological ownership is significant only in the relationship between customer aggression and interpersonal deviance. For instance, an employee with a high level of psychological ownership increases interpersonal deviant behavior for colleagues in the case where customer aggression increases. The findings of this study suggest that organizations should no longer turn a blind eye to inappropriate customer behavior under the pretext of serving customers. Rather, organizations should prepare a selective customer response policy. Also, organization managers should keep in mind that psychological ownership is a “double-edged sword” that has both positive and negative effects on the organization, and take precautions in the proposal of human resource management solutions in the future.

본 연구는 불량고객행동과 사회적 지지가 서비스 영역 감정노동자의 외상후 스트레스와 직무소진에 미치는 영향을 구조모형검증의 방법으로 확인하고자 하였다. 외상후 스트레스 지각에 대하여 불량고객행동을 유발요인으로 고려한 반면, 사회적지지 3개 요인은 각각 억제 요인으로 고려하였다. 수도권 지역 백화점의 서비스접점에 종사하는 478명을 대상으로 설문조사하였으며, 분석결과 불량고객행동은 감정노종자의 외상 후 스트레스를 발생시키고 직무소진을 유발시키는 것으로 나타났다. 사회적 지지의 하위 변인인 타인지지와 가족지지는 외상 후 스트레스를 감소시키고 직무소진을 감소시키는 것으로 나타났다. 그러나 친구지지는 오히려 외상 후 스트레스를 유의한 수준에서 유발시키는 것으로 나타났다. 논의 및 결론에서는 불량고객행동으로 인해 불량고객행동으로 발생하는 감정노동자의 스트레스를 완충시킬 수 있는 대처방안을 수립하는 이론적 토대와 인적자원관리의 시사점을 제시하였다.

This study is suggested social support as a way to suppress the post-traumatic stress after setting up a causal structure model combining a triggering and suppressing factor of post-traumatic stress and verifying their structural significance. The academic importance lies in the integrated approach of both factors. This paper will attract the reader who study the customer aggression of emotional workers at the service encounter, post-traumatic stress, social support, and job burnout. Through this paper, they are capable of collecting alleviating tactics of job burnout among those workers and proposing efficient strategies of human resources in the service corporation.

서비스가 제공되는 환경은 여러 고객이나 서비스 직원 등 타인이 존재하는 공적인 환경이라는 점과 서비스 직원과 고객 간의 일시적 권력 불균형이 형성된다는 특성이 있다. 이러한 점을 주목하여 본 연구에서는 서비스 직원을 향한 소비자 공격성의 선행변수로 공적 자의식과 사회적 지배지향성의 역할을 검증하였다. 구체적으로, 사회적 지배지향성이 낮은 소비자들에게는 공적 자의식과 공격성의 연관성이 없지만, 사회적 지배지향성이 높은 소비자들에게는 공적 자의식이 증가할수록 공격성이 증가하는 형태로 공적 자의식과 사회적 지배지향성의 상호작용이 소비자 공격성에 영향을 미치는 효과에 대한 가설을 제시하였고, 연구 1과 2에서 이 가설을 검증하였다. 연구 1에서는 서울시에서 조사한 패널 데이터의 대리 변수들을 이용하여 가설에 대한 예비 검증을 실시하였다. 그 결과, 사회적 지배지향성의 수준이 낮은 사람들 중에서는 소비자의 공적 자의식과 서비스 직원에 대한 공격성 간의 연관성이 나타나지 않았지만, 사회적 지배지향성의 수준이 높은 사람들 중에서는 소비자의 공적 자의식이 증가할수록 공격성도 증가하게 되어 가설을 지지하는 것을 확인하였다. 이러한 효과는 주관적 사회경제적 지위, 교육수준, 연령, 성별이 통제 변수로 포함되거나 조절 변수로 포함되었을 경우에도 유지되었다. 연구 2에서는 미국 소비자들을 대상으로 공적 자의식, 사회적 지배지향, 소비자 공격성을 측정하여 가설을 검증하고자 하였다. 그 결과, 연구 1의 결과를 재현하며 소비자 공격성에 대한 공적 자의식과 사회적 지배지향의 유의한 상호작용 효과를 확인하였고, 가구소득, 연령, 성별이 통제 변수로 포함되거나 조절 변수로 포함되었을 경우에도 해당 효과가 유지되었다. 일반적으로 공적 자의식이 높을수록 타인에게 좋은 인상을 남기기 위해 사회적 기준을 따르는 행동을 하지만, 본 연구는 일시적 권력 불균형이 발생하는 상황에서 특히 자신의 우월한 지위를 중시하는 사회적 지배지향성이 높은 소비자들에게는 공적 자의식이 공격성을 증가시킬 수 있다는 점을 밝혔다는 점에서 이론적 의의를 지닌다. 이러한 연구 결과를 바탕으로 서비스 현장에서 활용할 수 있는 실무적 시사점을 제시하였다.

Service environments are characterized by the presence of others, such as customers or service personnel, in a public setting and by the temporary power imbalance between service employees and customers. Against this background, the present study examines the roles of public self-consciousness and social dominance orientation as antecedents of customer aggression toward service employees. Specifically, I hypothesized an interaction effect of public self- consciousness and social dominance orientation on customer aggression in the form of no association between public self-consciousness and aggression for customers with low social dominance orientation, but increased aggression for customers with high social dominance orientation as public self-consciousness increases. In Study 1, I conducted a preliminary test using proxy variables from panel data collected in Seoul, South Korea. The results showed that among those low in social dominance orientation, there was no relationship between customers’ public self-consciousness and aggression toward service employees, but among those high in social dominance orientation, aggression intensified as customers’ public self-consciousness increased. These effects were maintained when subjective socioeconomic status, education, age, and gender were included as control variables or as moderators. In Study 2, I tested hypotheses by using well-established scale of public self-consciousness, social dominance orientation, and customer aggression in a sample of U.S. consumers. The results replicated the findings of Study 1 and confirmed a significant interaction effect of public self-consciousness and social dominance orientation on customer aggression, which was maintained when household income, age, and gender were included as control or moderating variables. Although previous research has shown that higher public self-consciousness is generally associated with behaviors that conform to social norms in order to make a good impression on others, the current research suggests that public self-consciousness may increase aggression in situations where there is a temporary power imbalance, especially for customers high in social dominance orientation who value their superior status. Based on these findings, practical implications are presented that can be utilized in service settings.

Based on data collected from ten five-star hotel frontline employees in Busan, we developed and tested a model investigating the structural relationships among empowerment (job resource), customer verbal aggression (job stressor), and emotional exhaustion (job strain). We also incorporated customer orientation (personal coping resource) into the model and tested its moderating role. This study used structural equation modeling to investigate the research model and hypotheses. As hypothesized, empowerment decreased customer verbal aggression and emotional exhaustion. The results revealed that customer verbal aggression intensified emotional exhaustion. Our findings further demonstrated that the positive amplifying effect of customer verbal aggression on emotional exhaustion was weaker for employees with high customer orientation as opposed to that with low customer orientation. The study concludes with a discussion of the empirical findings, theoretical contributions and managerial implications.

The purpose of this study is to investigate the moderating effect of core self-evaluations on the relationship between customer verbal aggression and emotional exhaustion using data obtained from 268 frontline hotel employees in Seoul, Korea. To estimate and test the research model and hypotheses, the current study used a structural equation modeling. As expected, customer verbal aggression heightens emotional exhaustion, while core self-evaluations reduce emotional exhaustion. Consistent with our predictions, core self-evaluations function as a moderator on the relationship between customer verbal aggression and emotional exhaustion. The study concluded with a discussion of the empirical findings and managerial implications, and limitations of the study and future research avenues were also suggested.

본 연구는 핵심자기평가(스트레스 대처자원), 조직정치지각(직무스트레스 요인), 고객언어폭력(직무스트레스 요인), 감정고갈(심리적 직무긴장)과 삶만족(결과) 간의 구조적 관계를 검증하는 개념적 모형을 제시하고 검증하였다. 또한 본 연구는 조직정치지각과 감정고갈 간의 관계와 고객언어폭력과 감정고갈 간의 관계에서 핵심자기평가의 조절역할을 검증하였다. 잠재적 동일방법편의를 줄이기 위하여조사시점 간에 1주일 간의 시차를 두고 서울에 소재한 19개의 특급호텔에 근무하는 정규직 고객접점직원 307명으로부터 수집한 자료를 이용하여 구조방정식 모형분석을 통해 연구가설들을 검증하였다. 시점1 조사에서는 직원들로부터 핵심자기평가, 조직정치지각과 고객언어폭력에 대해서 조사하였다. 시점2 조사에서는 시점1 조사에서 응답한 직원들로부터 감정고갈을 조사하였다. 시점3 조사에서는시점2 조사에서 응답한 직원들로부터 삶만족을 조사하였다. 구조모형을 분석하는데 있어서 조절영향을 분석하기 위해서 본 연구에서는 Ping의 2단계 접근법을 적용하였다. 예상한 것과 같이 핵심자기평가는 조직정치지각과 고객언어폭력을 경감시킨다. 또한 핵심자기평가는 감정고갈을 경감시킨다는결과를 보여주었다. 고객언어폭력은 감정고갈에 긍정적인 영향을 미치는 반면에 조직정치지각은 감정고갈에 긍정적인 영향을 미치지 않는다. 핵심자기평가는 고객언어폭력이 감정고갈에 긍정적 영향을조절하는 것으로 나타났는데, 핵심자기평가가 높으면 높을수록 고객언어폭력이 감정고갈을 점차 감소시킨다. 하지만 조직정치지각이 감정고갈에 미치는 긍정적인 영향관계에서 핵심자기평가는 조절역할을 하지 않는다. 이러한 결과들은 호텔에서 직원을 채용 및 배치하는 과정에서 지원자들과 직원들의핵심자기평가의 수준을 고려하여야 한다는 점을 보여주고 있다. 이러한 결과들은 또한 공정한 조직문화형성에 대한 중요함을 보여준다.

This study proposed and tested a conceptual model that examines the structural relationships among core self-evaluations (CSE; coping resource), perceptions of organizational politics (POP; job stressor), customer verbal aggression (CVA; job stressor), emotional exhaustion (psychological job strain), and life satisfaction (outcome). In addition, this study examined CSE as a moderator on the relationship between POP and emotional exhaustion, and between CVA and emotional exhaustion. Hypothesized relationships were analyzed with structural equation modeling using data from a sample of 307 full-time frontline employees of 19 five-star hotels in Seoul, Korea over a time lag of one week in order to reduce potential common method bias. In the first-wave survey (T1), employees reported their degree of CSE, POP and CVA. In the second-wave survey (T2), employees who returned the complete first-wave questionnaires reported their emotional exhaustion. Lastly, in the third-wave survey (T3), employees who returned the complete second-wave questionnaires reported their life satisfaction. Ping's two-step approach was utilized in order to analyze the hypothesized moderating effects. As expected, CSE reduces POP and CVA. Also, the results revealed that CSE reduces emotional exhaustion. Whereas CVA has a positive effect on emotional exhaustion, POP does not have a positive impact on emotional exhaustion. CSE has a moderating effect on the relationship between CVA and emotional exhaustion such that higher levels of CSE decreases emotional exhaustion. However, CSE does not have a moderating effect on the relationship between POP and emotional exhaustion. Finally, as hypothesized, the results revealed that emotional exhaustion reduces life satisfaction. The results should lead hotel management to consider CSE level of applicants and employees in the recruiting and staffing process. These results also show that fair organizational culture is important.

본 연구의 목적은 일선 호텔직원들의 개인자원으로서 핵심자기평가(자아존중감, 일반화된 자아효능감, 통제위치 및 정서적 안정성), 직무스트레스 요인으로서 고객언어폭력(직무스트레스 요인)과 직무결과로서 이직의도 간의 구조관계를 분석하는 것이었다. 자료는 부산시내에 소재하는 10개의 특급호텔에 근무하는 일선직원들을 표본으로 하여 자기기입식 조사법에 의하여 수집되었다. 총 405부의 설문지가 최종 분석에 이용되었다. 본연구는 연구모형과 연구가설들을 검증하기 위하여 구조방정식모형분석을 적용하였다. 가설화된것처럼, 분석결과는 핵심자기평가가 고객언어폭력에 대한 지각과 이직의도를 경감시키는 것을보여주었다. 고객언어폭력은 이직의도를 증폭시킨다는 결과를 보여주었다. 마지막으로, 실무적시사점을 논의하였으며, 본 연구의 한계점을 제시하였고 향후 연구방향을 제안하였다.

The purpose of this study is to investigate the structural relationships among frontline hotel employees'core-self evaluations (self-esteem, generalized self-evaluations, locus of control, and emotional stability) as personal resources, customer verbal aggression as a job stressor, and turnover intention as a job outcome. Data were gathered from a sample of frontline employees of 10 five-star hotels in Busan via self-administered questionnaires. A total number of 405 questionnaires were utilized. This study used structural equation modeling to verify the research model and hypotheses. As hypothesized, the results demonstrated that core-self evaluations reduced customer verbal aggression and turnover intention, and customer verbal aggression amplified turnover intention. Finally, practical implications were discussed in detail and limitations of the study and future research directions were also suggested.

환대 및 서비스 기업의 일선 직원들은 “고객은 항상 옮다” 혹은 “고객은 왕이다”와 같은 기업의 경영철학에 따라 친절하고 예의 바른 태도를 통하여 항상 웃는 얼굴로 고객을 응대해야 하므로 심리적으로 상당한 스트레스를 받고 이는 그들의 전반적인 조직생활뿐만 아니라 일상생활에 이르기까지 광범위하게 상당한 부정적인영향을 미친다. 본 연구의 목적은 패밀리 레스토랑 일선 직원의 고객언어폭력(직무 스트레스 요인), 감정고갈(심리적 직무긴장) 및 생활만족 간의 구조관계에서임파워먼트(직무 스트레스 대처자원)의 완충역할을 실증적으로 규명하는 것이다. 본 연구에서는 동일방법편의로 인한 변수들 간의 관계왜곡을 최소화하기 위하여독립변수와 종속변수 조사에 있어서 1개원 간의 시차를 두고 두 시점에서 각각 다르게 구성된 두 개의 설문지를 통해서 조사를 하였다. 서울에 소재하는 5개의 체인 패밀리 레스토랑 25개 지점에 근무하는 266명의 일선 서비스 직원들로부터 수집된 자료를 최종 분석에 적용하였다. 연구모형을 평가하고 연구가설들을 검증하기 위하여 구조방정식 모형분석을 적용하였다. 실증분석 결과, 고객언어폭력은 감정고갈을 증대시키는 것으로 나타났다. 또한, 감정고갈은 생활만족을 감소시키는것으로 나타났다. 하지만 고객언어폭력으로 인하여 생활만족은 감소하지 않는 것으로 도출되었다. 즉, 감정고갈은 일상생활에 대한 만족에 부정적인 전이 효과가있지만, 고객언어폭력은 일상생활에 대한 만족에 부정적인 전이 효과가 없다는 것을 알 수 있었다. 특히, 본 연구에서는 고객언어폭력이 생활만족을 경감시키는데있어서 임파워먼트가 완충역할을 하지 않는 반면에, 고객언어폭력이 감정고갈을증대시키는데 있어서는 임파워먼트가 완충역할을 하는 것으로 규명되었다.

This study investigates the structural relationships of customer verbal aggression (CVA; job stressor), emotional exhaustion (EE; psychological job strain), and life satisfaction (LS), with empowerment (EMP; job resource; coping resource) serving as a moderator in the CVA-EE relationship as well as the CVA-LS relationship, using data collected from a survey of 266 family restaurant frontline employees in Seoul. This study used a structural equation modeling to investigate the research model and hypotheses. CVA increased EE and EE decreased LS. The results indicate that CVA positively and significantly influences EE, and EE negatively and significantly influences LS. However, CVA showed a negative but not significant relationship with LS. Our study findings further demonstrated that the positive amplifying effect of CVA on EE was weaker for employees with high EMP as opposed to that with low EMP. However, EMP did not show a buffering role between CVA and LS. The study concludes with a discussion of the empirical findings, managerial implications, and theoretical contributions.

이 연구는 호스피탈리티 산업 서비스 접점 종사자가 경험하는 고객갑질이 직무 내 부정적 결과를 넘어 개인의 일상생활 영역에서 전위공격성으로 이어지는 과정을 규명하고자 하였다. 특히 이 연구는 고객갑질이 종사자의 내면화된 수치심을 유발하고, 이러한 자기의식적 정서가 분노표현양식에 영향을 미쳐 궁극적으로 전위공격성으로 연결된다는 점에 주목하였다. 이를 위해 숙박 및 외식산업의 서비스 접점 종사자 211명을 대상으로 온라인 설문조사를 실시하였으며, 수집된 자료는 SPSS 21과 AMOS 21을 활용하여 확인적 요인분석과 구조방정식모형 분석을 통해 검증하였다. 분석 결과, 고객갑질은 내면화된 수치심에 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 내면화된 수치심은 분노표출에는 정(+)의 영향을 미쳤으나 분노억제에는 유의한 영향을 미치지 않는 것으로 확인되었다. 또한 분노표출은 전위공격성을 증가시키는 반면, 분노억제는 전위공격성을 감소시키는 것으로 나타났다. 이러한 결과는 고객갑질의 영향이 단순히 서비스 현장에서의 감정노동, 소진, 이직의도와 같은 직무 관련 차원에 머무르지 않고, 종사자의 일상적 대인관계와 행동 양식에까지 확장될 수 있음을 보여준다. 학술적으로 이 연구는 고객갑질 연구를 직무 중심 결과변수에서 벗어나 정서적⋅행동적 전이 메커니즘으로 확장하였다는 점에서 의의가 있다. 실무적으로는 호스피탈리티 산업 현장에서 고객갑질 예방을 위한 제도적 장치 마련, 악성 민원 및 부당행위에 대한 조직 차원의 대응체계 구축, 그리고 사건 이후 종사자의 수치심과 분노를 완화할 수 있는 심리적 지원 프로그램의 필요성을 시사한다.

This study examined how customer mistreatment experienced by frontline employees in the hospitality industry extends beyond the workplace, leading to displaced aggression in daily life. Specifically, the study focused on the mechanism through which customer mistreatment induces internalized shame, and how this self-conscious emotion affects employees’ anger expression styles and ultimately leads to displaced aggression. Data were collected from 211 frontline employees in the lodging and foodservice sectors through an online survey. The data were analyzed using SPSS 21 and AMOS 21 via confirmatory factor analysis and structural equation modeling. The results showed that customer mistreatment had a significant positive effect on internalized shame. Internalized shame also had a significant positive effect on anger expression but no significant effect on anger suppression. In addition, anger expression increased displaced aggression, whereas anger suppression decreased it. These findings show that the effects of customer mistreatment are not limited to job-related outcomes such as emotional labor, burnout, and turnover intention at the service frontline, but can extend to employees’ daily interpersonal relationships and behavioral patterns. Academically, this study extends the literature by expanding customer mistreatment research from job-centric outcome variables to an emotional and behavioral spillover mechanism. Practically, it suggests the need to establish institutional mechanisms to prevent customer mistreatment, build organizational response systems against malicious complaints and unfair behaviors, and provide psychological support programs to alleviate employees' shame and anger after such incidents.

When coffee shop employees experience verbal aggression from their customers they are compelled to control their emotions to provide good service in the competitive environment of the industry. Hence, the study investigated the effects of the verbal aggression of customers on burnout, turnover intention and the job performance of service providers in coffee shops. The survey was conducted from 1st to 20th December, 2017. In a total of 273 questionnaires, the hypothesized relationships in the model were tested by using the structural equation model. The results indicate that verbal aggression increases burnout factors (emotional exhaustion, depersonalization, reduced personal accomplishment). However, only emotional exhaustion and reduced personal accomplishment influenced turnover intention. The burnout factors had no significant effect on job performance. The results provide a practical basis for integrating human resource management strategy in the retail coffee industry. As a result, executives and managers need to establish strategies to improve emotional exhaustion and reduced personal accomplishment of their employees in order to provide efficient and ongoing service to the customers.