고객불량행동이 종업원 직무열정과 직무성과에 미치는 영향과 권한위임의 조절효과

The purpose of this study is to exploratory investigate the moderation effect of power delegation between employee job enthusiasm and job performance by jay customer behavior, focused on front-line employee(eg., front of the house department and food & beverage department in the hotel) of L-Hotel in Korea. This study used four factors(eg, jay customer behavior, employee job enthusiasm, job performance and power delegation). Structured questionnaires were conducted with front-line(i.e., service encounter) employees, from December 01 of 2019 to December 30 of 2019. By convenience sampling method, a total of 160(80%) valid samples from 200 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(eg., Rage, Abuse, Angry, Shouting) are significantly negative influence on employee job enthusiasm(eg., tenjoy my work, pleasure my job, my work makes fun, happy to work) and employee job perfomance(eg., smooth communications, improved work related knowledge, improved work reliability, improved work specialty). Second, employee job enthusiasm is significantly positive influence on job performance. Third. the moderation effect of power delegation(eg., power, control, authority, decision making) between employee job enthusiasm and job performace by jay customer behavior is also positively significant. Implications of this study provide finding suggestions, and limitations and directions of this study for future research are discussed.