참고문헌 (24)

1. M. J. Kim, "Study to Examine the Relations Between Job Stress and Working Behavior on Estheticians", Asian J Beauty Cosmetol, Vol.7, No.2 pp. 1-10, (2009). 

2. Y. S. Yi, T. S. Gong, "The Effects of Service Justice on Customer Badness Behavior - Mediating Roles of Negative Affectivity and Customer Commitment", Korean Journal of Marketing, Vol.19, No.4 pp. 185-210, (2004). 

3. H. I. Son, S. B. Park, "Black Consumer Behavior' and Organizational Misbehavior: The Moderating Effects of encourage", Management & Information Systems Review, Vol.36, No.4 pp. 103-116, (2017). 

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4. H. G. Kwon, B. G. Park, "The Effects Of Surface And Deep Acting Of Emotional Labor On Emotional Dissonance And Job Attitudes", Journal of Human Resource Management Research, Vol.18, No.1 pp. 311-326, (2011). 

5. C. H. Hur, T. S. Kim, "Effects of Railroad Tour Conductors' Emotional Labor on Emotional Dissonance and Job Satisfaction", Journal of Human Resource Management Research, Vol.21, No.3 pp. 81-102, (2014). 

   

6. N. Y. Han, S. W. Bae, "A Study on the Effects of Emotional Labor Strategy on Destructive Reaction Behavior by a Double Mediation of Emotional Dissonance and Job Dissatisfaction", Journal of Human Resource Management Research, Vol.25, No.1 pp. 79-100, (2018). 

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7. S. H. Kim, "The Effects of Salespersons' Emotional Dissonance on Salespersons' Behavior and Customers' Perceived Service Quality", Journal of Marketing Studies, Vol.16, No.2 pp. 1-31, (2008). 

8. N. K. Baek, H. S. Kim,"The Effects of Customer bad behavior on Food Service Employee Job Stress and Service Sabotage", Journal of Foodservice Management, Vol.24, No.4 pp. 295-316, (2021). 

9. H. L. Kim, J. Y. Kim, "The effects of the stereotypes of hotel employees who had experienced dysfunctional customers on job burnout and service sabotage", International Journal of Tourism and Hospitality Research, Vol.33, No.11 pp. 45-57, (2019). 

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10. J. Y. Lee,"Emotional Exhaustion, Depersonalization, and Service Sabotage Among Customer Defective Behavior", Journal of Human Resource Management Research, Vol.25, No.2 pp. 133-151, (2018). 

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11. Y. B. Ryu, Y. T. Kim, J. H. Park, Y. J. Jang, "Influences of Hotel Employees' Emotional Labor on Job Satisfaction and Service Sabotage: Focused on the Moderating Effect of Person Job Fit", Tourism research, Vol.25, No.6 pp. 55-72, (2020). 

12. E. K. Lee, E. M. Lee, J. O. Jeon, "A Study on the Conceptualization of 'Black Consumer Behavior' and Scale Development", Journal of Marketing Management Research, Vol.18 No.4 pp. 183-207, (2013). 

13. J. S. Ko, "A Study on the Modification Variable of Emotional Dissonance and Organizational Performance by the Empathy", Journal of Industrial Economics and Business, Vol.22, No.1 pp. 363-383, (2009). 

14. D. H. Cheon, "The Effects of Dysfunctional Customer Behavior on Emotional Labor, Service Sabotage and Management Performance in Travel Industry", Tourism research, Vol.34, No.2 pp. 69-88, (2019). 

15. L. C. Harris, K. L. Reynolds, "Jaycustomer behavior: an exploration of types and motives in the hospitality industry", Journal of Services Marketing, Vol.18, No.5 pp. 339-357, (2004). 

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16. B. W. Park, " The Effects of Eating-out Customers' customer citizenship behavior and customer badness behavior on service employees' emotional dissonance and job burnout", Journal of the Korea Academia-Industrial cooperation Society. Vol.21, No.3 pp. 342-352, (2020). 

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17. C. Y. Jeong, I. S. Kim, "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry", International Journal of Tourism Sciences, Vol.39, No.3 pp. 143-156, (2015). 

18. K. M. Park, J. M. Choi, "A Study of Jaycustomer's Behavior Affecting Job Stress and Turnover Intention of Cabin Crew". Journal of the Aviation Management Society of Korea, Vol.13, No.6 pp. 23-46, (2015). 

19. J. S. Jin, H. J. Choi, W. K. Cho, K. S Kim, "The moderation effect of power delegation between employee job enthusiasm and job performace by jay customer behavior", Korean Hospitality and Tourism AcademeJ, Vol.29, No.7 pp. 99-108, (2020). 

20. N. Y. Han, S. W. Bae, "A Study on the Effects of Hospital Customers' Disgruntled Behaviors on Turnover Intention and Customer Orientation, using Emotional Dissonance and Emotional Exhaustion as Mediators", Journal of the Korea Industrial Information Systems Research, Vol.22, No.5 pp. 113-128, (2017). 

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21. K. A. Kim, H. C. Lee, "The impact of job stress of hotel workers on emotional dissonance by customers' bad behavior : Focused on the moderating effects of job autonomy", International Journal of Tourism and Hospitality Research, Vol.31, No.6 pp. 127-139, (2017). 

22. H. J. Kim, I. S. Kim, "Impacts of Dysfunctional Customer Behavior on Flight Attendants' Fatigue: Moderation of Leisure Coping Strategy during Stay Abroad and Mediation of Emotional Dissonance", Tourism Research, Vol.44, No.3 pp. 41-57, (2019). 

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23. J. Y. Kim,"The structural relationship of customer badness behavior, emotional labor, Job engagement and service sabotage perceived by hotel employees", Tourism Research, Vol.45, No.3 pp. 99-123,(2020). 

    

24. M. H. Choi, I. S. Kim, "Exploring flight attendants' emotional labor and their service sabotage: The moderating effect of customer dysfunctonal behavior", Korean Journal of Tourism Research, Vol.30, No.5 pp. 335-354, (2015).