본문 바로가기
KERD
논문KCI 등재

고객접점직원의 고객무례경험이 서비스 성과에 미치는 효과: 감정소진과 정서조절역량의 역할을 중심으로

The Effect of Frontline Employees’ Experienced Customer Incivility on Service Performance

김병수|허원무|김민성
한국유통과학회 (Korea Distribution Science Association)|2019.08|유통과학연구 (Journal of Distribution Science)|제17권 제8호|pp. 107-118|DOI 10.15722/jds.17.8.201908.107

0

조회

0

다운로드

9

인용

0

참고문헌

키워드

Emotional ExhaustionService PerformanceCustomer IncivilityEmotion Regulation Ability.

초록

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

Abstract

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

참고문헌 (63)

  1. Mohd Ahmad Al-Hawari, "Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience", Journal of Business and Psychology, pp.1~18 (2019), Springer Science and Business Media LLC[DOI]
  2. Alola, U. V., "Customer incivility and employees' outcomes in the hotel : Testing the mediating role of emotional exhaustion", Tourism Management Perspectives, 29, pp.9~17 (2019)
  3. Arnold, K. A., "Customer incivility and employee well-being : testing the moderating effects of meaning, perspective taking and transformational leadership", Work & Stress, 29(4), pp.362~378 (2015)
  4. Andersson, L. M., "Tit for tat? The spiraling effect of incivility in the workplace", Academy of Management Review, 24(3), pp.452~471 (1999)
  5. Bagozzi, R. P., "On the evaluation of structural equation models", Journal of the Academy of Marking Science, 16(1), pp.74~94 (1988)
  6. Bentler, P. M., "Significance tests and goodness of fit in the analysis of covariance structures", Psychological Bulletin, 88(3), pp.588~606 (1980)
  7. Ben-Zur, H., "The relationship between empowerment, aggressive behaviours of customers, coping, and burnout", European Journal of Work and Organizational Psychology, 14(1), pp.81~99 (2005)
  8. Bonanno, G. A., "Emotions: Current issues and future directions", pp.251~285 (2001), Guilford Press
  9. Brotheridge, C. M., "Emotional labor and burnout : Comparing two perspectives of"people work"", Journal of Vocational Behavior, 60(1), pp.17~39 (2002)
  10. Bunk, J. A., "The Role of Appraisals and Emotions in Understanding Experiences of Workplace Incivility", Journal of Occupational Health Psychology, 18(1), pp.87~105 (2013)
  11. Campbell, J. P., "Personnel selection in organizations", pp.35~70 (1993), Jossey-Bass
  12. Cicchetti, D., "Emotions and emotion regulation in developmental psychopathology", Development and Psychopathology, 7(1), pp.1~10 (1995)
  13. Cho, M., "Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance", International Journal of Contemporary Hospitality Management, 28(12), pp.2888~2912 (2016)
  14. 최용득, "고객의 무례한 행동의 부정적 영향과 조직의 제도적 지원의 조절효과", 인사조직연구, 26(4), pp.31~58 (2018), 한국인사조직학회[DOI]
  15. Chi, N. W., "Emotional labor predicts service performance depending on activation and inhibition regulatory fit", Journal of Management, 45(2), pp.673~700 (2019)
  16. Côté, S., "The Jekyll and Hyde of emotional intelligence : Emotion-regulation knowledge facilitates both prosocial and interpersonally deviant behavior", Psychological Science, 22(8), pp.1073~1080 (2011)
  17. Cortina, L. M., "Incivility in the workplace : incidence and impact", Journal of Occupational Health Psychology, 6(1), pp.64~80 (2001)
  18. Demerouti, E., "The job demands-resources model of burnout", The Journal of Applied Psychology, 86(3), pp.499~512 (2001)
  19. Dormann, C., "Customer-Related Social Stressors and Burnout", Journal of Occupational Health Psychology, 9(1), pp.61~82 (2004)
  20. Fornell, C., "Evaluating structural models with unobservable variables and measurement error", Journal of Marketing Research, 18(3), pp.382~388 (1981)
  21. Han, S. J., "The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention", International Journal of Hospitality Management, 52, pp.97~106 (2016)
  22. "What is an EAP (Employee Assistance Program) & How Does It Work?" (2018)[URL]
  23. Hayes, A. F., "Introduction to mediation, moderation, and conditional process analysis: A regression-based Approach" (2013), Guilford Press
  24. Hayes, A. F., "An index and test of linear moderated mediation", Multivariate Behavioral Research, 50(1), pp.1~22 (2015)
  25. Hayes, S. C., "Experiential avoidance and behavioral disorders : A functional dimensional approach to diagnosis and treatment", Journal of Consulting and Clinical Psychology, 64(6), pp.1152~ (1996)
  26. Hays, R. D., "A five-item measure of socially desirable response set", Educational and Psychological Measurement, 49(3), pp.629~636 (1989)
  27. Hobfoll, S. E., "Conservation of resources : A new attempt at conceptualizing stress", American Psychologist, 44(3), pp.513~524 (1989)
  28. Hur, W. M., "The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion", Journal of Service Theory and Practice, 25(4), pp.394~413 (2015)
  29. Hur, W. M., "The effect of workplace incivility on service employee creativity : the mediating role of emotional exhaustion and intrinsic motivation", Journal of Services Marketing, 30(3), pp.302~315 (2016)
  30. 강성호, "서비스 종업원의 표면행위가 반생산적 과업행동에 미치는 효과에 관한 연구: 감정소모의 매개효과를 중심으로", 유통과학연구, 14(2), pp.73~82 (2016), 한국유통과학회[DOI]
  31. Seongho Kang, "중국 서비스 종업원의 내재적 동기와 종업원 창의성, 직무성과: 동료지원의 조절적 매개모형", 유통과학연구, 16(5), pp.71~81 (2018), 한국유통과학회[DOI]
  32. 강성호, "여성 관리자의 자기결정적 직무동기가 직무성과에 미치는 영향: 직무창의성과 창의적 자아효능감의 조절적 매개모형", 유통과학연구, 16(12), pp.69~80 (2018), 한국유통과학회[DOI]
  33. Karatepe, O. M., "Emotional dissonance and emotional exhaustion among hotel employees in Nigeria", International Journal of Hospitality Management, 28(3), pp.349~358 (2009)
  34. Kern, J. H., "Customer incivility as a social stressor : the role of race and racial identity for service employees", Journal of Occupational Health Psychology, 14(1), pp.46~57 (2009)
  35. Liao, H., "A multilevel investigation of factors influencing employee service performance and customer outcomes", Academy of Management Journal, 47(1), pp.41~58 (2004)
  36. Cheng-Chen Lin, "The mechanism and boundary conditions of the relationship between customer incivility and service quality", Journal of Management & Organization, pp.1~18 (2019), Cambridge University Press (CUP)[DOI]
  37. Maslach, C., "The measurement of experienced burnout", Journal of Organizational Behavior, 2(2), pp.99~113 (1981)
  38. Mayer, J. D., "What is emotional intelligence. Emotional development and emotional intelligence" (1997), Basic Boks
  39. Moon, T. W., "How leaders’ perceived emotional labor leads to followers’ job performance : A serial mediation model", Journal of Service Theory and Practice, 29(1), pp.22~44 (2019)
  40. Mauss, I. B., "Poorer sleep quality is associated with lower emotion-regulation ability in a laboratory paradigm", Cognition & Emotion, 27(3), pp.567~576 (2013)
  41. Nunnally, J. C., "Psychometric Theory" (1978), McGraw-Hill
  42. Ha Minh NGUYEN, "The Effects of Job Crafting on Work Engagement and Work Performance: A Study of Vietnamese Commercial Banks", The Journal of Asian Finance, Economics and Business, 6(2), pp.189~201 (2019), 한국유통과학회
  43. Parasuraman, A., "A conceptual model of service quality and its implications for future research", The Journal of Marketing, pp.41~50 (1985)
  44. Park, Y., "Daily cyber incivility and distress : The moderating roles of resources at work and home", Journal of Management, 44(7), pp.2535~2557 (2018)
  45. Podsakoff, P. M., "Sources of method bias in social science research and recommendations on how to control it", Annual Review of Psychology, 63, pp.539~569 (2012)
  46. Rhee, S. Y., "The relationship of coworker incivility to job performance and the moderating role of self-efficacy and compassion at work : The Job Demands-Resources(JD-R)Approach", Journal of Business and Psychology, 32(6), pp.711~726 (2017)
  47. Schaufeli, W. B., "Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study", Journal of Organizational Behavior: The International Journal of Industrial. Occupational and Organizational Psychology and Behavior, 25(3), pp.293~315 (2004)
  48. Yuhyung Shin, "Coworker support as a double-edged sword: a moderated mediation model of job crafting, work engagement, and job performance", The International Journal of Human Resource Management, pp.1~22 (2018), Informa UK Limited[DOI]
  49. Shin, Y., "When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility", International Journal of Environmental Research and Public Health, 16(7), pp.1298~ (2019)
  50. Shrout, P. E., "Mediation in experimental and nonexperimental studies : new procedures and recom mendations", Psychological Methods, 7(4), pp.422~445 (2002)
  51. Sliter, M., "The employee as a punching bag : The effect of multiple sources of incivility on employee withdrawal behavior and sales performance", Journal of Organizational Behavior, 33(1), pp.121~139 (2012)
  52. Sobel, M. E., "Asymptotic confidence intervals for indirect effects in structural equation models", Sociological Methodology, 13, pp.290~312 (1982)
  53. Sommovigo, V., "The role of service providers’ resilience in buffering the negative impact of customer incivility on service recovery performance", Sustainability, 11(1), pp.285~ (2019)
  54. Swider, B. W., "Born to burnout : A meta-analytic path model of personality, job burnout, and work outcomes", Journal of Vocational Behavior, 76(3), pp.487~506 (2010)
  55. Thompson, E. R., "Development and validation of an internationally reliable short-form of the positive and negative affect schedule(PANAS)", Journal of Cross-cultural Psychology, 38(2), pp.227~242 (2007)
  56. Thompson, R. A., "Emotion regulation: A theme in search of definition", Monographs of the Society for Research in Child Development, 59(2, pp.3) (1994), 25~52
  57. Torres, E. N., "Customer and employee incivility and its causal effects in the hospitality industry", Journal of Hospitality Marketing &Management, 26(1), pp.48~66 (2017)
  58. Van Gelderen, B. R., "Emotional labor among police officers : A diary study relating strain, emotional labor, and service performance", The International Journal of Human Resource Management, 28(6), pp.852~879 (2017)
  59. Van Jaarsveld, D. D., "The role of job demands and emotional exhaustion in the relationship between customer and employee incivility", Journal of Management, 36(6), pp.1486~1504 (2010)
  60. Weiss, H. M., "Research in organizational behavior", pp.1~74 (1996), JAI Press
  61. Wilson, N. L., "The development and validation of the Incivility from Customers Scale", Journal of Occupational Health Psychology, 18(3), pp.310~326 (2013)
  62. Hoe-Chang Yang, "The Effects of Corporate Social Responsibility on Job Performance: Moderating Effects of Authentic Leadership and Meaningfulness of Work", The Journal of Asian Finance, Economics and Business, 5(3), pp.121~132 (2018), 한국유통과학회
  63. Zhu, J. N., "Returning good for evil : A study of customer incivility and extra-role customer service", International Journal of Hospitality Management, 81, pp.65~72 (2019)

관련 논문AI추천

호텔 종사원의 고객무례경험과 서비스 성과의 관계: 자아효능감과 감정소진의 순차매개효과를 중심으로김민성, 최욱희지식경영연구원 · 기업과혁신연구2022 · 제45권 제2호고객 무례함으로 인한 서비스종사원의 감정부조화와 반생산적 업무행동 (CWB)김영국, 우은주관광경영학회 · 관광경영연구2020 · 제24권 제2호고객의 무례한 행동이 항공사 객실승무원의 정서적 고갈과 일탈행동에 미치는 영향: 정서적 고갈의 매개효과배현숙, 조경희관광경영학회 · 관광경영연구2018 · 제22권 제6호고객의 무례행동이 고객접점 직원의 서비스지향 OCB에 미치는 영향 : 직무소진과 표면연기의 매개효과강현수, 박지선, 신호철한국정치사회연구소 · 한국과 국제사회2025 · 제9권 제1호고객불량행동이 직무소진과 서비스 성과에 미치는 영향 : 서비스품질 몰입의 조절된 매개효과공태식, 이강철서비스마케팅학회 · 서비스마케팅저널2021 · 제14권 제2호감정노동과 감정소진의 관계에 대한 교차 수준 연구: 고객공격행동 경험 및 고용유형의 조절 효과공혜원, 전주언한국기업경영학회 · 기업경영연구2017 · 제24권 제4호

이 간행물의 다른 논문 (10건)

Multinational Products for Consumer-Driven Global Sourcing StrategiesJae-Young OH, 이지원, 신민석, Eunji OHpp. 5-14A Study on the Private Consumption Value of Franchise Companies: A Comparison of Foreign and Domestic Brand ConsumersHye-Yoon Park, So-Yeon Parkpp. 15-24How Digital Technology Driven Millennial Consumer Behaviour in IndonesiaAsmara INDAHINGWATI, Aditya Halim Perdana Kusuma Putra, Ahmad FIRMAN, Ansir LAUNTU, Hasmin TAMSAH, Aan ASWARIpp. 25-34The Effect of Mobile MMORPG Characteristics on Flow Experience and PerformanceJeonghoon LEEpp. 35-44Effects of Lay Rationalism, Attitude Dimension and Involvement Type on Intent to Purchase Hedonic ProductZhonghua Li, Nak-Hwan Choi, Yunwei CAIpp. 45-56
원문 보기