일선 호텔직원의 임파워먼트, 고객언어폭력 및 감정고갈 간의 구조적 관계 - 고객언어폭력과 감정고갈 간에 개인 대처자원으로서 고객지향성의 조절역할 - = Structural Relationships among Frontline Hotel Employees' Empowerment, Customer Verbal Aggression and Emotional Exhaustion:The Moderating Role of Customer Orientation as a Personal Coping Resource between Customer Verbal Aggression and Emotional Exhausti

다국어 초록 (Multilingual Abstract)

Based on data collected from ten five-star hotel frontline employees in Busan, we developed and tested a model investigating the structural relationships among empowerment (job resource), customer verbal aggression (job stressor), and emotional exhaustion (job strain). We also incorporated customer orientation (personal coping resource) into the model and tested its moderating role. This study used structural equation modeling to investigate the research model and hypotheses. As hypothesized, empowerment decreased customer verbal aggression and emotional exhaustion. The results revealed that customer verbal aggression intensified emotional exhaustion. Our findings further demonstrated that the positive amplifying effect of customer verbal aggression on emotional exhaustion was weaker for employees with high customer orientation as opposed to that with low customer orientation. The study concludes with a discussion of the empirical findings, theoretical contributions and managerial implications.

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