고객불량행동이 종사원의 직무스트레스와 직무불만족 및 이탈의도에 미치는 영향

The purpose of this study is to exploratively investigate the effect of jay customer behavior on employee job stress, job dissatisfaction, and exit intention, focused on front-line employees (e.g., front of house and food & beverage) of L-Hotel group in Korea. This study used four factors (e.g., jay customer behavior, employee job stress, job dissatisfaction, exit intention). Structured questionnaires were conducted with front-line (i.e., service encounter) employees, from November 1, 2019 to November 30, 2019. By convenience sampling method, a total of 250 (83.3%) valid samples out of the 300 collected were used for the final analysis. The analysis was conducted using SPSS 26 and the hypotheses were tested using frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis. The results of the analysis are as follows. First, jay customer behavior (e.g., Rage, Abuse, Angry, Shouting) has a significantly positive influence on employee job stress (e.g., tired, anxiety, nervous, depression) and employee exit intention (e.g., move, leave, exit, stop). Second, employee job stress has a significantly positive influence on employee dissatisfaction (e.g., dislike, unhappy, displeasure, not enjoyable) and employee exit intention. Third, employee job dissatisfaction also has a significantly positive influence on exit intention. However, jay customer behavior does not significantly influence employee job dissatisfaction. Implications of this study provide finding suggestions, and limitations and directions of this study for future research are discussed.