고객불량행동이 서비스접점직원의 반생산적 과업행동에 미치는 영향 : 의료기관을 중심으로 = The Effect of dysfunctional Customer Behavior on Service Encounter Employee’s Counterproductive Work Behavior: Focused on Medical Institutions

다국어 초록 (Multilingual Abstract)

This research aims to empirically test the effects of dysfunctional customer behavior on emotional exhaustion and counterproductive work behavior in medical institutions. The Structural Equations Modeling(SEM) is used to test the research model and hypotheses. The results show that hospital employees’ perception on dysfunctional customer behavior had strong effect on emotional exhaustion and counterproductive work behavior. Hospital employees’ emotional exhaustion also led to their counterproductive work behavior. The degrees of intermediate effect of emotional exhaustion were different between individual employee and organizational level. The study findings support that dysfunctional customer behavior could impede organizational productivity and, thus, suggest the appropriate organizational strategy.

참고문헌 (Reference)

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