고객무례가 호텔 종사원의 조직성과에 미치는 영향: 정서적 고갈의 매개효과를 중심으로

Customer incivility has become an increasingly prevalent and important workplace stressor in hospitality industry. However, relatively little research has examined the effects of customer incivility. The purpose of this study is to analyze the effects of customer incivility, via emotional exhaustion, on the hotel employees’ organizational outcomes(job performance, job satisfaction, and turnover intention). For this purpose, data were collected form hotel employees who work at the luxury hotels in Busan and Seoul and 281 usable responses were obtained. The acquired data was analyzed utilizing a structural equation model. The results show that customer incivility had a significant positive effect on emotional exhaustion; emotional exhaustion had a significant negative effect on job performance and job satisfaction, while it positively affected turnover intention. The findings suggest that hotel manager consider the importance of an organizational support to attenuate the negative consequences from customer incivility and emotional exhaustion. More specifically, the organizational support involves socio-emotional resources like care and approval and tangible benefits like wages and medical benefits.