고객불량행동이 서비스 접점 직원의 직무소진 및 서비스 사보타주에 미치는 영향 -외식업 종사자를 대상으로- = The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry

다국어 초록 (Multilingual Abstract)

This study aims to (1) explore factors of dysfunctional customer behavior that the restaurant contact employees perceive, (2) investigate which factors have more impacts on causing their burnout while on the service floor and (3) identify the relationships among the employees’s burnout, service sabotage and job performance. The proposed model was experimentally tested using data collected from 259 restaurant employees in two major cities, including Seoul and Busan, in South Korea. The results indicated that (1) there are four factors of dysfunctional customer behavior identified, including intentional access, abusers, compensation, rude/disturbing behavior and except for intentional access, three of those significant factors of dysfunctional customer behavior have impacts on employees’ burnout and (2) burnout affects both service sabotage and job performance, but the relationship between service sabotage and job performance was not significant. The theoretical and managerial implications were discussed.

국문 초록 (Abstract)

본 연구에서는 외식업계 서비스 접점 종사자를 대상으로 그들이 인지하는 고객불량행동의 세부요인을 탐색적으로 분석하고, 그 중 어떠한 요인이 종사자의 직무소진에 가장 큰 영향을 미치는지에 대해 살펴보고, 후행변수인 직무소진이 종사자의 서비스 사보타주행동 및 직무 성과 간 각 각에 대한 관계를 조사하고자 하였다. 부산과 서울의 시내에 위치한 레스토랑에서 근무하는 서비스 접점 종사자 259명으로부터 얻어진 표본으로 제안된 연구 모형이 실증적으로 분석 되어졌다. 본 연구의 분석 결과는 다음과 같다. 고객불량행동의 세부요인은 고의적 접근, 폭력, 보상, 무례/방해 행동으로서 분석되었고, 그 중 고의적 접근을 제외한 나머지 세 요인만이 종사자의 직무소진에 유의한 영향을 나타냈고, 후행변수인 직무소진은 직원의 서비스 사보타주와 직무성과 모두에게 영향관계가 있음을 보였다. 하지만 서비스 사보타주와 직무성과에 미치는 영향은 유의하지 않은 것으로 나타났다. 이하 이론적 및 실무적 시사점이 토론된다.

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