고객 무례행동의 유형에 관한 탐색적 연구 = 서비스업 근무 경험이 있는 지뱡대학 아르바이트생의 관점

다국어 초록 (Multilingual Abstract)

The purpose of this study was to explore the major types of customers unethical behavior, focus on the view point of university students front-line employees part time job in service company. This study use students as respondents and data were collected through the use of a survey instrument by self-description method, part time job as a front-line employees in service company. Valid samples are 80 from total 120, in hotel management course class of under graduate students of hotel management department in C university in Chungbuk Korea. Results of customersunethical behavior on part time jobs view point are belows: First, from high to low ratio of routine customers unethical behaviors are respectively talk roughly, abuse, anger, asking too much, scold, sexual harrassment, verbal/physical violence. Second, high to low ratio of critical customers unethical behaviors are respectively abuse, talk roughly, anger, verbal/physical violence, destruction, sexual harrassment, threat. Third, high to low ratio of how did you want it to do something back are respectively fight/argument, exit, abuse, beating, apologize, ignore, revenge, call police. Fourth, high to low ratio of who’s fault are respectively customer, don’t know, employee, no answer. Finally, findings, implications, limitations, and future research directions were discussed.