고객접점 서비스 종사원의 고객불량행동 인지가 부정적 감정과 친사회적 행동의도에 미치는 영향 = 자기감시성과 내외통제성의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

This study aims to determine the impact of ``jaycustomers`` upon employees`` emotions and their corresponding behavioral reaction. In particular, the study seeks to determine the impact it has upon employees`` pro-social service behavior intentions closely related to their altruistic behavior toward their colleagues and customers in a bid to let hotel operators and managers recognize the necessity for customer management and the importance of employees`` emotions along with their implications. Also, in order to determine mediating variables between emotions and behavior, the study examines moderating effects using personality variables, self-monitoring and locus of control. This study examined bad customer behavior and its impact upon employees, which is less importantly handled in marketing research, thereby offering a foundation for further research.