고객접점 서비스 종사원의 고객불량행동 인지가 부정적 감정과 친사회적 행동의도에 미치는 영향 -자기감시성과 내외통제성의 조절효과를 중심으로

초록

This study aims to determine the impact of ‘jaycustomers’ upon employees'emotions and their corresponding behavioral reaction. In particular, the study seeks to determine the impact it has upon employees' pro-social service behavior intentions closely related to their altruistic behavior toward their colleagues and customers in a bid to let hotel operators and managers recognize the necessity for customer management and the importance of employees' emotions along with their implications. Also, in order to determine mediating variables between emotions and behavior, the study examines moderating effects using personality variables, self-monitoring and locus of control. This study examined bad customer behavior and its impact upon employees, which is less importantly handled in marketing research, thereby offering a foundation for further research.

키워드