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How Experienced Customer Incivility Reduces Job Performance : The Mediating Roles of Emotional Exhaustion and Customer Orientation
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고객으로부터의 무례경험이 직무성과에 미치는 효과 : 감정소진과 고객지향성의 순차매개효과를 중심으로

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Type
Academic journal
Author
Hur, Won-Moo (국립부경대학교) Choi, Jong-Hak (수원대학교)
Journal
The Institute of Knowledge Management, Chosun University JOURNAL OF CORPORATION AND INNOVATION Vol.10 No.3 KCI Accredited Journals
Published
2017.12
Pages
39 - 53 (15page)

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How Experienced Customer Incivility Reduces Job Performance : The Mediating Roles of Emotional Exhaustion and Customer Orientation
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Abstract· Keywords

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The aim of this research is to investigate the relationship between customer incivility, emotional exhaustion, customer orientation, and job performance. Working with a sample of 315 retail bank employees in South Korea, structural equation modeling is employed to test four hypotheses drawing on conservation of resources (COR) theory and affective events theory (AET). Our results showed that experienced customer incivility was negatively related to job performance. Second, the negative relationship between experienced customer incivility and job performance was mediated emotional exhaustion. Third, the negative linkage between experienced customer incivility and job performance was also mediated customer orientation. Furthermore, the negative relationship between experienced customer incivility and job performance is sequentially and fully mediated by emotional exhaustion and customer orientation. The theoretical and managerial implications of the results and limitations of the study are discussed, and future research directions are suggested.
#고객으로부터의 무례경험 #감정소진 #고객지향성 #직무성과 #Experienced Customer Incivility #Emotional Exhaustion #Customer Orientation #Job Performance

Contents

Ⅰ. 서론
Ⅱ. 이론적 배경 및 연구가설
Ⅲ. 연구방법
Ⅳ. 분석결과
Ⅴ. 결론
참고문헌
Abstract

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