고객 불량행동이 종사원의 정서적 소진에 미치는 영향

This research aims to highlight important issues in the study of the effect of jay-customer’s behavior on frontline service employees’ emotional burnout. In reviewing the recent and past advances in the study of customers behaving badly, this article provides an overview of existing research into customers behaving badly and addresses issues of terminology and definition. This study uses service encounter employees as respondents and data were collected through the use of a survey instrument by self-description method in the service company (i.e., hotels, restaurants, department stores, malls, marts, convenient stores, express bus-line). Of the 500 surveys collected, 461 were considered valid and used in analysis. Results from the empirical test indicated that jay-customer’s behaviors (i.e., Scold (badmouth), Anger, Talk roughly (down), Bawl out (Abuse), Ignore, Disturbance, etc.) directly influences frontline service employees’ emotional burnout. This study found that jay-customer’s behaviors have many negative influences on customers, employees, and service firms, but there are also some positive functions of customers behaving badly. Implications of this article provide insightful theoretical contributions and would be also practically relevant.