고객불량행동이 직무몰입에 미치는 영향과 권한위임의 조절효과

The purpose of this study is to exploratively investigate the moderating effect of power delegation between jay customer behavior and employee job commitment, focused on front-line employees (e.g., front of the house department and food & beverage department in the hotel) of L-Hotel in Korea. This study used three factors (e.g, jay customer behavior, employee job commitment, and power delegation). Structured questionnaires were conducted with front-line (i.e., service encounter) employees, from January 5th to January 30th, 2020. Utilizing convenience sampling method, a total of 150 (83%) valid samples out of the 180 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) have a significantly negative influence on employee job commitment (e.g., more contribute to my work, willingness to pay my job, pay attention to my work, more attachment to my work). Second, the moderating effect of power delegation (e.g., power, control, authority, decision making) between jay customer behavior and employee job commitment is also significantly positive. Implications of this study provide finding suggestions, and limitations and directions of this study for future research are discussed.