고객불량행동이 직무스트레스와 정서적 고갈에 미치는 영향 = 항공사 지상직을 대상으로

다국어 초록 (Multilingual Abstract)

The present study analyzed the effect of jaycustomer behavior encountered at airline check-in counters at Incheon International Airport by airline ground staff who directly come into contact with customers. To do this, 172 employees working at the airline check-in counter at Incheon International Airport were surveyed, and the data were analyzed using SPSS 22.0. Researchers then conducted regression analysis using the three factors of rude attitude, rude behavior, and insulting language, and the single-factors of job stress and emotional exhaustion, in order to verify the hypotheses of the study. First, jaycustomer behavior affected job stress and insulting language stressed employees more than rude attitude did. Second, job stress appeared to have an effect on the emotional exhaustion of the employees. Third, jaycustomer behavior affected emotional exhaustion, and rude attitude had a greater effect on emotional exhaustion than insulting language. The present study attempted to find valid practical implications with the purpose of understanding the effect and severity of customers’ bad behavior, providing important information in terms of securing airline stability, punctuality, and service quality, and establishing airline service marketing strategies and airline human resource management strategies. Lastly, the study suggests its limitations and a direction for future research.