A Study on the Negative Emotion and Emotional Exhaustion of The Five Star Hotel Restaurant Employees: Focusing on Attribution Interaction of Negative VOC

Choi, Young; Lee Chung-Hun

doi:10.17086/JTS.2019.43.6.31.47

This study was conducted to investigate the interaction effects of negative VOC (voice of customer) attributes (locus, controllability, and stability) on employees’ perceived negative emotions (annoyance, anger, regret, and shame) and emotional exhaustion in the context of hotel restaurants. In particular, we classified negative emotions into four types – anger, annoyance, regret, and shame – and examined whether employees perceived different types of negative emotions as a result of the different combinations of VOC attributes. In addition, we based our theoretical underpinnings on attribution theory and affect theory and examined the relative effect each type of negative emotion had on the employees’ emotional exhaustion by surveying hotel restaurant employees who worked at five-star hotels in Seoul. The findings suggest that the VOC attributes interplay to trigger the different types of the employees’ negative emotions; each type of this negative emotion played a different role in affecting the employees’ emotional exhaustion. In contrast to the prior research focusing on customers’ perspectives about service failure, this research has its merit by focusing on the employees’ emotional responses to the customers’ written complaints and suggests a need for understanding the structural relationships between VOC attributes, the employees’ negative emotions and their exhaustion.

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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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