인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- 한국조리학회 Culinary Science & Hospitality Research Culinary Science & Hospitality Research Vol.26 No.1(Wn.114)
- 발행연도
- 2020.1
- 수록면
- 51 - 63 (13page)
이용수
초록· 키워드
Service workers are suffering physically and emotionally from customer incivility, and it has been an important issue in service industry. Therefore, the purpose of the study is to examine how the customer incivility affects the emotional exhaustion, job engagement, job satisfaction, and turnover intention of employees especially in small-scale restaurants. The survey was conducted from March 10th to 30th, 2019, and a total of 487 questionnaires were used for the analysis. The hypothesized research model was tested by using the structural equation model. The results show that customer incivility has positively influence on emotional exhaustion, and negatively influence on job engagement. Further, job engagement has a positive effect on job satisfaction and negative effect on turnover intention. Finally, job satisfaction was critical antecedent of turnover intention. The results of the study may contribute to provide a practical implication for integrating human resource management strategy to small-scale restaurants managers. Thus, executives and managers should support programs such as emotional labor management for front-line workers who should be prepared to mitigate or control the emotional exhaustion caused by customer incivility.
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목차
- ABSTRACT
- 1. 서론
- 2. 이론적 배경
- 3. 연구방법
- 4. 실증분석
- 5. 결론
- REFERENCES
참고문헌
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