호텔접점직원의 고객관련 사회적 스트레스 요인, 감정부조화, 감정고갈과 고객지향성의 구조적 관계 = 감정고갈과 고객지향성의 비재귀관계

다국어 초록 (Multilingual Abstract)

Based on data collected from 400 frontline employees of 25 five-star hotels in Seoul, we developed and tested a model investigating the structural relationships among frontline employees` customer-related social stressors (disproportionate customer expectations [DCE], ambiguous customer expectations [ACE], disliked customer [DC], and customer verbal aggression [CVA]), emotional dissonance (ED), emotional exhaustion (EE), and customer orientation (CO). This study incorporated human resource management issue and service marketing strategy concern into a single model. In particular, a nonrecursive relationship between EE and CO was explored. This study used a structural equation modeling to investigate the research model and hypotheses. As hypothesized, DCE, DC, and CVA increased ED. DCE, ACE, DC and CVA increased EE. The results showed that ED increased EE and reduced CO. Specifically, in the relationship between EE and CO, findings suggested that the relationship between EE and CO is nonrecursive. That is, the results showed that EE reduced CO and also CO reduced EE. Finally, findings, theoretical implications, and practical implications are discussed in detail and limitations of the study and future research directions are suggested.