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@article{ART001978396},
author={Jeong,Chang-Yoon and Kim, In Sin},
title={The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2015},
volume={39},
number={3},
pages={143-156},
doi={10.170861/JTS.2015.39.1.143}

TY - JOUR
AU - Jeong,Chang-Yoon
AU - Kim, In Sin
TI - The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry
JO - Journal of Tourism Sciences
PY - 2015
VL - 39
IS - 3
PB - The Tourism Sciences Society Of Korea
SP - 143
EP - 156
SN - 1226-0533
AB - This study aims to (1) explore factors of dysfunctional customer behavior that the restaurant contact employees perceive, (2) investigate which factors have more impacts on causing their burnout while on the service floor and (3) identify the relationships among the employees’s burnout, service sabotage and job performance. The proposed model was experimentally tested using data collected from 259 restaurant employees in two major cities, including Seoul and Busan, in South Korea. The results indicated that (1) there are four factors of dysfunctional customer behavior identified, including intentional access, abusers, compensation, rude/disturbing behavior and except for intentional access, three of those significant factors of dysfunctional customer behavior have impacts on employees’ burnout and (2) burnout affects both service sabotage and job performance, but the relationship between service sabotage and job performance was not significant. The theoretical and managerial implications were discussed.
KW - Dysfunctional customer behavior;Burnout;Service sabotage;Job performance
DO - 10.170861/JTS.2015.39.1.143
ER -

Jeong,Chang-Yoon and Kim, In Sin. (2015). The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry. Journal of Tourism Sciences, 39(3), 143-156.

Jeong,Chang-Yoon and Kim, In Sin. 2015, "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry", Journal of Tourism Sciences, vol.39, no.3 pp.143-156. Available from: doi:10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon, Kim, In Sin "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry" Journal of Tourism Sciences 39.3 pp.143-156 (2015) : 143.

Jeong,Chang-Yoon, Kim, In Sin. The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry. 2015; 39(3), 143-156. Available from: doi:10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon and Kim, In Sin. "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry" Journal of Tourism Sciences 39, no.3 (2015) : 143-156.doi: 10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon; Kim, In Sin. The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry. Journal of Tourism Sciences, 39(3), 143-156. doi: 10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon; Kim, In Sin. The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry. Journal of Tourism Sciences. 2015; 39(3) 143-156. doi: 10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon, Kim, In Sin. The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry. 2015; 39(3), 143-156. Available from: doi:10.170861/JTS.2015.39.1.143

Jeong,Chang-Yoon and Kim, In Sin. "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry" Journal of Tourism Sciences 39, no.3 (2015) : 143-156.doi: 10.170861/JTS.2015.39.1.143