고객불량행동이 직무소진과 서비스 성과에 미치는 영향 : 서비스품질 몰입의 조절된 매개효과

초록

The purpose of this study was to examine the effects of dysfunctional customer behavior, which is one of the stressors frequently experienced by employees in service organizations, on service performance via burnout and to examine the moderating effect of commitment to service quality. This study collected 583 survey data from frontline employees who work at department store, restaurant, cafe, bank, insurance sales, automobile sales in Ansan and Seoul. The results of study conducted according to the purpose of this study are summarized as follows. First, dysfunctional customer behavior positively influences job burnout. Second, job burnout mediates the relationship between dysfunctional customer behavior and service performance. Third, commitment to service quality increases the indirect effects of job burnout on the relationship between dysfunctional customer behavior and service performance. As in the research results, service manager and organization should actively develop the strategy that minimizes the negative influence of dysfunctional customer behavior on service performance.

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