The College of Hospitality and Tourism Management, Sejong University, Seoul 143-747, Korea.
Institute of Economics and International Trade, Pusan National University, Busan 46241, Korea.
Int J Environ Res Public Health. 2021 Mar 31;18(7):3628. doi: 10.3390/ijerph18073628.
In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees' mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees' service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees' service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees' service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees' service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.
在餐饮业中，顾客的不良行为会损害顾客接触服务员工的心理健康，从而导致员工离职。本研究考察了顾客的不良行为对服务员工的服务破坏行为的影响，服务破坏行为是员工保护自己免受外部压力的一种机制。此外，本研究还确定了情绪耗竭是否在顾客的不良行为与员工的服务破坏行为之间的关系中起到中介作用，并验证了社会支持的调节作用。本研究使用韩国 329 名餐饮顾客接触服务员工的数据对提出的模型进行了实证检验。结果表明，顾客的不良行为会增加员工的服务破坏行为。此外，情绪耗竭是顾客的不良行为与员工的服务破坏行为之间的重要中介变量。此外，社会支持调节了顾客的不良行为对服务破坏行为的影响。本研究深入了解了顾客的不良行为的影响以及社会支持员工的方法。
