Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
A Study on the Negative Emotion and Emotional Exhaustion of The Five Star Hotel Restaurant Employees: Focusing on Attribution Interaction of Negative VOC
- Journal of Tourism Sciences
- Abbr : JTS
- 2019, 43(6), pp.31-47
- DOI : 10.17086/JTS.2019.43.6.31.47
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
- Received : April 12, 2019
- Accepted : June 13, 2019
- Published : September 1, 2019
Choi, Young 1, Lee, Chung-hun 1
1세종대학교
Excellent Accredited
ABSTRACT
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.
Statistics
-
387 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
고인곤
/ 2017
/
An Empirical Study of the Relationship between the Emotional Labor-Type and Subsequent Burn Out of Airline Employees
/ 관광학연구
/ 한국관광학회
41(7)
: 83~100
[thesis]
공옥례
/ 2007
/ 서비스 실패에 따른 귀인 및 부정적 감정과 행동반응에 관한 연구
/ 박사
/ 국민대학교 대학원
[journal]
김경욱
/ 2016
/
Influence of Food-Industry Workers’ Emotional Labor on the Turnover Intention and Job Burnout:Moderating Effect of Job Satisfaction
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
22(7)
: 158~172
[thesis]
김미경
/ 2018
/ 고객 불량 행동이 카지노 종사원의이직의도에 미치는 영향에 관한 연구
/ 박사
/ 경기대학교
[thesis]
김은숙
/ 2009
/ 기업 브랜드의 시각적 아이덴티티 반영 정도에 따른 고객 감성 반응의 차이 : 고객관계관리 증진을 위한 DM을 중심으로
/ 석사
/ 이화여자대학교 디자인대학원
[journal]
노성호
/ 2005
/
Analysis of Interaction Effects between Major Factorson Juvenile Delinquency
/ 형사정책연구
/ 한국형사법무정책연구원
16(3)
: 295~330
[thesis]
박근석
/ 2009
/ VOC 시스템과 조직 서비스역량이 공공 서비스품질에 미치는 영향에 대한 탐색적 연구 : 공공 주거서비스를 중심으로
/ 박사
/ 국민대학교 대학원
[journal]
박광배
/ 2001
/ 변량분석의 잘못된 관행
/ 한국심리학회지
20(1)
: 179~194
[journal]
박윤미
/ 2016
/
The effects of complaining behavior from airline customers perceived by cabin crew on job stress, burnout and turnover intention : Focusing on the mediating effect of burnout
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
25(3)
: 253~272
[confproc]
박정기
/ 2017
/ 조직구성원의 개인특성에따른 불만 VOC 분류와 판단에 대한 차이분석
/ 아시아유럽미래학회 추계학술발표대회 논문집
/ 아시아유럽미래학회
: 159~173
[journal]
백병성
/ 2013
/
A Study on the Administrative System and Problems ‘Voice of Customer’ As Part of the Police Service
/ 한국경찰학회보
/ 한국경찰학회
15(5)
: 115~146
[journal]
신성현
/ 2012
/
The the role of emotion in Issue leadership
/ 리더십연구
/ 리더십학회
3(4)
: 103~123
[journal]
이유재
/ 2005
/
Antecedents and Consequences of Negative Consumption Emotion: Focused on the Regret and Disappointment
/ 소비자학연구
/ 한국소비자학회
16(4)
: 103~127
[thesis]
이재웅
/ 2017
/ 비정형 데이터를 활용한 Machine Learning기반의 금융소비자 유형화 및 금 융상품 추천 방법
/ 석사
/ 경희대학교
[book]
이화인
/ 2005
/ 호텔·컨벤션 마케팅
/ 비엔엠북스
[thesis]
이환의
/ 2009
/ 고객불량행동이 호텔 종사원의 부정적 감정과 친사회적 행동의도에 미치는 영향 : 자기감시성과 내외통제성의 조절효과
/ 박사
/ 경기대학교 대학원
[confproc]
우지영
/ 2004
/ 고객의 소리 발생변화 원인의 체계화에 대한 연구
/ 대한산업공학회 추계학술대회 논문집
/ 대한산업공학회
: 33~37
[journal]
장영혜
/ 2016
/
Moderating Effects of Negative Emotion, Burnout and Customer Orientation of Service Staff due to CSS(customer-related social stressors)
/ 경영연구
/ 한국산업경영학회
31(2)
: 29~57
[journal]
전효재
/ 2017
/
Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews
/ 관광학연구
/ 한국관광학회
41(1)
: 65~80
[journal]
정은주
/ 2012
/
Gender Influences on the Job Stress and Stress Coping Strategies
/ 여성연구
/ 한국여성정책연구원
82(1)
: 137~162
[journal]
조미나
/ 2016
/
The Effect of Service Employee Emotional Labor on Job Burnout and Turnover Intention: Focusing on Employees in Coffee Shop Franchises
/ 관광학연구
/ 한국관광학회
40(9)
: 119~135
[thesis]
차현나
/ 2009
/ 귀인의소재, 안정성, 통제성 차원에 따른 소비자의 만족, 감정
/ 석사
/ 이화여자대학교 대학원
[journal]
최영
/ 2019
/
The Impact of Negative V.O.C Attribution on the Negative Emotion and Burnout of Hotel Restaurant Employees: Seoul 5 Star Hotel Restaurant Mainly
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
25(3)
: 67~77
[journal]
Ashforth B. E.
/ 1995
/ Emotion in the workplace: A reappraisal. human relations
/ SAGE Journals
48
: 97~125
[journal]
Carver, C. S.
/ 1989
/ Assessing coping strategies : A theoretically based approach
/ Journal of Personality and Social Psychology
56(2)
: 267~283
[journal]
Crie, D.
/ 2003
/ Consumers' complaint behaviour. taxonomy, typology and determinants : Towards a unified ontology
/ Journal of Database Marketing & Customer Strategy Management
11(1)
: 60~79
[journal]
Dormann, C.
/ 2004
/ Customer-related social stressors and burnout
/ Journal of Occupational Health Psychology
9(1)
: 61~82
[journal]
Dziuban, C. D.
/ 1974
/ When is a correlation matrix appropriate for factor analysis? Some decision rules
/ Psychological Bulletin
81(6)
: 358~361
[journal]
Garg, N.
/ 2005
/ Incidental and task-related affect : A reinquiry and extension of influence of affect on choice
/ Journal of Consumer Research
32(1)
: 154~159
[journal]
Graham, B.
/ 2015
/ The stress of anonymous online reviews : A conceptual model and research agenda
/ International Journal of Contemporary Hospitality Management
27(5)
: 739~755
[journal]
Grandey, A. A.
/ 2004
/ The customer is not always right : Customer aggression and emotion regulation of service employees
/ Journal of Organizational Behavior
25(3)
: 397~418
[book]
Heider, F.
/ 1958
/ The psychology of interpersonal relations
/ Wiley
[journal]
Hennig-Thurau, T.
/ 2004
/ Electronic word of mouth via consumer opinion platforms: What motivates consumers to articulate themselves on the internet?
/ Journal of Interactive Marketing
18(1)
: 38~52
[journal]
Karatepe, O. M.
/ 2011
/ Customer aggression, emotional exhaustion and hotel employee outcomes : A study in the United Arab Emirates
/ Journal of Travel and Tourism Marketing
28(3)
: 279~295
[journal]
Karin, W.
/ 2017
/ Stressor effects of negative online reviews on anger and burnout in the restaurant industry
/ International Journal of Contemporary Hospitality Management
29(11)
: 2847~2866
[book]
Klass, E. T.
/ 1990
/ Handbook of social and evaluation anxiety
/ Plenum
: 385~414
[journal]
Landman, J.
/ 1987
/ Regret and elation following action and inaction
/ Personality and Social Psychology Bulletin
13(4)
: 524~536
[journal]
Lazarus, R. S.
/ 1993
/ From psychological stress to the emotions : A history of changing outlooks
/ Annual Review of Psychology
44(1)
: 1~21
[journal]
Li, X.
/ 2013
/ Influence of customer verbal aggression on employee turnover intention
/ Management Decision
51(4)
: 890~912
[book]
Maslach, C.
/ 1982
/ Burnout : The cost of caring
/ Prentice Hal
[journal]
Maslach, C.
/ 1981
/ The measurement of experienced burnout
/ Journal of Occupational Behavior
2(2)
: 99~113
[journal]
Miller, R. S.
/ 1994
/ Differentiating embarrassment and shame
/ Journal of Social and Clinical Psychology
13
: 273~287
[book]
Nunnally, J.
/ 1978
/ Psychometric methods
/ Mc Graw-Hill
[journal]
Pugh, S. D.
/ 2001
/ Service with a smile : Emotional contagion in the service encounter
/ Academy of Management Journal
44(5)
: 1018~1027
[journal]
Rupp, D. E.
/ 2006
/ When customers lash out : The effects of customer interactional justice on emotional labor and the mediating role of discrete emotions
/ Journal of Applied Psychology
91(4)
: 971~978
[journal]
Taylor, S.
/ 1994
/ Waiting for services : The relationship between delays and evaluations of service
/ Journal of Marketing
25
: 194~211
[journal]
Tax, S. S.
/ 1998
/ Customer evaluations of service complaint experiences : Implications for relationship marketing
/ Journal of Marketing
62(2)
: 60~76
[book]
Tomkins, S.
/ 1962
/ Affect imagery consciousness: Volume I : The positive affects
/ Springer publishing company
[journal]
Van Katwyk, P. T.
/ 2000
/ Using the job-related affective well-being scale(JAWS)to investigate affective response to work stressors
/ Journal of Occupational Health Psychology
5(2)
: 219~230
[journal]
Wang, M.
/ 2013
/ Can’t get you out of mind : Employee rumination after customer mistreatment and negative mood in the next morning
/ Journal of Applied Psychology
98(6)
: 989~1004
[journal]
Weiner, B.
/ 1985
/ An attributional theory of achievement motivation and emotion
/ Psychological Review
92(3)
: 548~573
[journal]
Weiner, B.
/ 1982
/ Pity, anger, and guilt : An attributional analysis
/ Personality and Social Psychology Bulletin
8
: 226~232
[journal]
Yi, S. W.
/ 2004
/ Coping with negative emotions in purchase-related situations
/ Journal of Consumer Psychology
14(3)
: 303~317
[journal]
Zeelenberg, M.
/ 2004
/ Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services
/ Journal of Business Research
57(4)
: 445~455