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The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry

Jeong,Chang-Yoon 1 Kim, In-sin 1

1부산대학교

Accredited

ABSTRACT

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.

Citation status

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