고객불량행동이 직원성과에 미치는 영향: 사회적 지원의 조절효과를 중심으로

초록

Dysfunctional customer behavior is common in service company. Dysfunctional customer behavior has negative outcomes for organization, employees, and other customer. So, the current research relies on social exchange theory and conservation of resource and develops the conceptual framework, which depicts job stress as a mediator of the effect of dysfunctional customer behavior on job performance. We also investigate the moderating effect of social support (supervior support, co-worker support, and organizational support) and employees' negative affectivity on the indirect relationship between dysfunctional customer behavior and job performance via job stress. In order to test our conceptul model, we have distributed 150 questionnaires and used 111 responses for data analysis. Using process macro for SPSS, we have investigated our conceptual model. The results show that social support (supervisor support) negatively moderates the relationship between dysfunctional customer behavior and job performance via job stress. However, the findings show that negative affectivity, co-worker support, organizational support does not moderates the relationship between dysfunctional customer behavior and job performance via job stress. Our findings show that the manager needs to help their employees to deal with dysfunctional customer proactively. Further, employees need education on how to deal with dysfunctional customer behavior. In addition, the findings of this study demonstrate that the organization need to help its employees get appropriate support for their supervisor.

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