직무자원 및 고객불량행동이 서비스 사보타주에 미치는 영향 - 외식업 서비스 접점직원을 대상으로 - = The Impact of Job Resources and Dysfunctional Customer Behavior on Employees` Service Sabotage

다국어 초록 (Multilingual Abstract)

The purposes of this study were to (1) understand job resources can be factors of weakening the restaurant contact employees’ service sabotage, (2) investigate which factors of dysfunctional customer behavior influence on employees`` service sabotage, and (3) identify the relationships between service sabotage and job performance. The proposed model was experimentally tested using data collected from 296 restaurant employees in two major cities, including Seoul and Busan, in Korea. The data were processed using SPSS 18.0 and AMOS 18.0. The research results can be summarized as follows. (1) Except for two factors(job autonomy, feedback), the other two factors(social support and opportunity to learn for development) of job resource have negative impact on service sabotage, (2) the two factors of dysfunctional customer behavior including, physical abusers and verbal abusers affect employees`` service sabotage significantly, and (3) the relationship between service sabotage and job performance was significant. The theoretical and managerial implications were discussed.

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