The effect of jay-customer behaviors on employee job stress and job satisfaction / Gawon Kim, Heejung Ro, Joe Hutchinson, David J. Kwun
Series: International Journal of Hospitality & Tourism Administration. 15 : 3-4 Page 394-416 Publication details: July-December 2014Content type:- txt
- unmediated
- volume
Current library | Call number | Status | Date due | Barcode |
---|---|---|---|---|
Manila Tytana Colleges Library REFERENCE SECTION | Bound (Browse shelf(Opens below)) | Not For Loan |
Browsing Manila Tytana Colleges Library shelves, Shelving location: REFERENCE SECTION Close shelf browser (Hides shelf browser)
Guest-contact employees are often exposed to stressful situations resulting from jay-customer behaviors. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employee job stress and job satisfaction. Surveys of 210 participants working as guest-contact employees in hospitality organizations were analyzed. The results show that customer incivility leads to decreased employee job satisfaction, which is fully mediated by increased job stress. The findings of this study suggest that hospitality managers should acknowledge the negative impact of jay-customer behaviors on employees and make efforts to minimize this effect through training, procedures, and supporting systems.
Tourism
There are no comments on this title.