최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기한국산업정보학회논문지 = Journal of the Korea Industrial Information Systems Research, v.22 no.5, 2017년, pp.113 - 128
한나영 (고신대학교 IT경영학과) , 배상욱 (부경대학교 경영학과)
This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined th...
* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
Bitner et al이 정의한 고객 불량행동의 정의는 무엇인가? | Bitner et al.[6]는 문제고객(problem customer) 이라는 용어를 사용하면서 ‘업계의 규정, 서비스 제공자와 타 고객에 비협조적이거나 협조 의사가없는 고객’으로 정의하였다. 현재 학자들 사이에서 보편적으로 사용되는 개념은 Lovelock[7]의연구에 의해 밝혀진 개념이고 Lovelock[7]은 ‘jay customer’라 명명하고 불량고객을 ‘의도적으로 서비스를 방해하며 서비스기업과 종사원, 타 고객에게까지 부정적 영향을 끼치는 고객’으로 정의하였다. | |
고객 불량행동을 줄이려고하는 이유는 무엇인가? | 고객 불량행동은 서비스기업에 있어 매우 큰경제적, 사회적 손실을 입기 때문에 고객불량행 동을 감소시키려는 노력이 더욱 증대되고 있는 실정이다. 기업이나 다른 고객에게 피해를 끼치는 불량고객들에게 소비되는 비용을 줄이면 조직은 그만큼 성과를 더 올릴 수 있기 때문에 불량 고객의 관리에 관한 학문적 관심도 계속 증가하고 있다[4][5]. | |
감정고갈은 무엇을 의미하는가? | 감정고갈(emotional exhaustion)은 감정소진의주요 구성요인으로 과도한 심리적 부담이나 요구 들로 인하여 개인의 정서적 자원들이 고갈되었다고 느끼는 것을 의미한다. 다시 말해 일종의 역할관련 스트레스로서 타인과의 과도한 접촉에 의해서 개인의 감정적 자원이 고갈된 상태이다[16]. |
Song, E. A., Heo, M. S., An, H. J. and Choi, J. S., "Influence of Emotional Labor, Nursing Work Environment, and Self-efficacy on Happiness Index among National Psychiatric Hospital Nurses in Korea," Korean Academy of Psychiatr Mental Health Nursing, Vol. 26, No. 1, pp. 46-54, 2017.
Grandey, A., "Emotion Regulation in the Workplace: A New Conceptualization of Emotional Labor," Journal of Occupational Health Psychology, Vol. 5, No. 1, pp. 95-110, 2000.
Brotheridge, C. M. and Lee, R. T., "Development and Validation of the Emotional Labour Scale," Journal of Occupational and Organizational Psychology, Vol. 76, No. 3, pp. 365-379, 2003.
Lee, Y. J. and Gong, T. S., "The Effects of Customer Citizenship Behavior and Badness Behavior on Perceived Service Quality, Customer Satisfaction, and Repurchase Intention," Asia Marketing Journal, Vol. 7, No. 3, pp. 1-27, 2005.
Harris L. and Reynolds, K., "Jay Customer Behavior: An Exploration of Types and Motives in the Hospitality Industry," Journal of Services Marketing, Vol. 18, No. 5, pp. 339-357, 2004.
Bitner M., Booms, B. and Mohr, L., "Critical Service Encounters: The Employee's Viewpoint," Journal of Marketing, Vol. 58, pp. 95-106, 1994.
Lovelock, C., Product plus: How Product and Service Equals Competitive Advantage, McGraw Hill, New York, 1994.
Harris L. and Reynolds, K., "The Consequences of Dysfunctional Customer Behavior," Journal of Service Research, Vol. 6, No. 2, pp. 144-161, 2003.
Fullerton R. A. and Punj, G., "Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior," Journal of Business Research, Vol. 57, No. 11, pp. 1239-1249, 2004.
Lee, Y. J., Service Marketing, Seoul: Hak Hyun Sa, 2004.
Fornell, C. and Wernerfelt, B., "Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis," Journal of Marketing, Vol. 24, pp. 337-346, 1987.
Kowalski, R. M., "Complaints and Complaining: Functions, Antecedents, and Consequences," Psychological Bulletin, Vol. 119, No. 2, pp. 179-196, 1996.
Alavi, M. and Leidner, D., "Knowledge Management Systems: Emerging Views and Practices from the Field," Communications of the AIS, February, pp. 1-5, 1999.
Hochschild, A. R., The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press, 1983.
Ashforth, B. E. and Humphrey, R. H., "Emotional Labor in Service Roles: The Influence of Identity," Academy of Management, Vol. 18, No. 1, pp. 88-115, 1993.
Seo, M. S. and Kim, S. H., "The Effects on the Customer Orientation and the Service Quality Influenced by Salesperson's Emotional Dissonance and Emotional Exhaustion," Korea Marketing Review, Vol. 17, No. 4, pp. 47-75, 2002.
Brotheridge, C. M. and Grandey, A. A., "Emotional Labor and Burnout: Comparing Two Perspectives of People Work," Journal of Vocational Behavior, Vol. 60, pp. 17-39, 2002.
Maslach, C. and Schaufeli, W. B., Historical and Conceptual Development of Burnout. In W. B. Schaufeli, C. Maslach, and T. Marck (Eds.), Professional Burnout: Recent Developments in Theory and Research, pp. 1-16. Washington: Taylor & Francis, 1993.
Abraham, R., "The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover," The Journal of Psychology, Vol. 133, No. 4, pp. 442-453, 1999.
Lewing, K. A. and Dollard, M. F., "Emotional Dissonance, Emotional Exhaustion, and Job Satisfaction in Call Center Jobers," European Journal of Job and Organizational Psychology, Vol. 12, pp. 366-392, 2003.
Kim, K. H. and Kwon, J. H., "Effect of Emotional Dissonance and Exhaustion on Customer Orientation for Hotel F&B Employees," Journal of Foodservice Management Society of Korea, Vol. 13, No. 1, pp. 215-231, 2010.
Heuven, E., Bakker, A. B., Schaufeli W. B. and Huisman, N., "The Role of Self-Efficacy in Performing Emotion work," Journal of Vocational Behavior, Vol. 69, pp. 222-235, 2006.
Karatepe, O. M. and Aleshinloye, K. D., "Emotional Dissonance and Emotional Exhaustion among Hotel Employees in Nigeria," International Journal of Hospitality Management, Vol. 28, No. 3, pp. 349-358, 2009.
Choi, C. H. and Lee, S. G., "Structural Relationships between Antecedents and Consequences of Hotel Employees' Perceptions of Disliked Customers in Emotional Labor," Journal of Hospitality and Tourism Studies, Vol. 39, No. 0, pp. 176-192, 2010.
Saxe, R. and Weitz, B., "The SOCO scale: A Measure of the Customer Orientation of Sales People," Journal of Marketing Research, Vol. 19, pp. 343-351, 1982.
Hoffman, K. D. and Ingram, T. N., "Service Provide Job Satisfaction and Customer-Oriented Performance," Journal of Marketing, Vol. 6, pp. 68-78, 1992.
Loseke, D. R. and Cahill, S. E., "Actors in Search of a Character: Student Social Workers' Quest for Professional Identity," Symbolic Interaction, Vol. 9, No. 2, pp. 245-258, 1986.
Hong, S. N., Choi, B. H. and Kim, M. S., "Investigating the Structural Relationships among Hospitality Industry Employee's Job Resources, Burnout, Depersonalization, and Customer Orientation," Journal of the Korea Academia-Industrial Cooperation Society, Vol. 16, No. 3, pp. 1863-1873, 2015.
Bettenhausen, K. L. and Murnighan, J. K., "The Emergence of Norms in Competitive Decision-making Groups," Administrative Science Quarterly, September, pp. 350-372, 1985.
Grandey, A., "When the Show must go on: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery," Academy of Management Journal, Vol. 46, pp. 86-96, 2003.
Kim, S. H., "Is Salespersons' Service faked or Authentic?: The Effects of Authenticity Perceived by Customers About Salespersons' Emotional Labor on Service Quality Evaluation," Korea Marketing Review, Vol. 24, No. 3, pp. 1-33, 2009.
Gross, J. J., "Antecedent and Response Focused Emotion Regulation: Divergent Consequences for Experiences for Experience, Expression and Psychology," Journal of Personality and Social Psychology, Vol. 74, pp. 224-237, 1998.
Xiao, B. Y., Lee, K. T. and Kang, G. D., "The Effect of Negative Emotion Caused by Dysfunctional Customer Behavior on Job Satisfaction: Focusing on the Moderating Effect of Emotional Labor Propensity," Korea Journal of Business Administration, Vol. 27, No. 2, pp. 285-309, 2014.
Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K. L., Russell-Bennett, R. and Wirtz J., "Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitioners," Journal of Services Marketing, Vol. 24, No. 6, pp. 417-429, 2010.
Morris, J. A. and Feldman, D. C., "The Dimensions, Antecedents, and Consequences of Emotional Labor," Academy of Management Review, Vol. 21, pp. 986-1010, 1996.
Ahn, D. H. and Jun, J. A., "The Impact of Hotel F & B Employee' Perceived Organizational Support on Organization Trust and Job Satisfaction, Turnover Intention," Journal of Foodservice Management Society of Korea, Vol. 13, No. 2, pp. 277-298, 2010.
Kim, Y. J. and Han, J. H., "Two Types of Emotional Labor Their Impacts on Job Burnout of Service Workers," Journal of Organization and Management, Vol. 32, No. 3, pp. 95-128, 2008.
Nunnally, J. C., Psychometric theory, New York, NY: McGraw-Hill, 1978.
Kim, E. J., Moon, Y. E., and Kim, J. W., "Impact of CSR Activity and the Fitness in Small and Medium Enterprises on Corporate Image and Purchase Intention," The Journal of Internet Electronic Commerce Research, Vol. 16, No. 3, pp. 195-213, 2016.
Kang, J. H. and Moon, T. S., "Influence of Economic value and Information Quality on Repurchase Intention in Social Commerce based on Motivation Theory," The Journal of Information Systems, Vol. 26, No. 2, pp. 63-83, 2017.
Jeong, K. S., Yoon, S. Y., Choi, S. J. and Jeong, K. J., "The Effect of Emotional Labor on Emotional Dysfunction, Emotional Exhaustion, and Turnover Intention According to Emotion Expression Regulation in Call Center," Korea Journal of Business Administration Proceedings of Fall Conference, pp. 251-259, 2012.
Lee, W. O., "The Structural Relationships among Frontline Hotel Employees' Perceived Customer Verbal Aggression, Emotional Exhaustion, Empowerment, Stress Coping Strategy, the Relationship Between the Degree of Service Recovery Performance and Turnover Intention," Journal of Tourism Management Research, Vol. 66, No. 0, pp. 63-90, 2015.
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
Free Access. 출판사/학술단체 등이 허락한 무료 공개 사이트를 통해 자유로운 이용이 가능한 논문
※ AI-Helper는 부적절한 답변을 할 수 있습니다.