문제고객에 대한 탐색적 연구 -서비스 종업원의 관점에서- = Transactions : An Exploratory Study for Problem Customers -Service Employees` Perspectives-

다국어 초록 (Multilingual Abstract)

This study was interested in dissatisfaction in the service encounter from the service employee`s viewpoint by exploring employee dissatisfaction and the problem customers as the causes. The study explored the incidents leading to dissatisfactory service encounters from the service employee`s viewpoint, the causes of the dissatisfactory incidents, and the attitudinal, verbal and behavioral expressions of the customers involved in the incidents. Employees of the beauty service business were individually interviewed, and 204 incidents were analyzed. The incidents were categorized to identify the events and related behaviors of customers that caused employee dissatisfaction. Three major groups were classified: the way dissatisfied customers complain; customers` misbehaviors; and customers` no harmful behaviors. Further the major groups were classified into 8 categories. Based on the findings the study provided implications for employee and customer management.