The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Gawon Kim
Heejung Ro, University of Central Florida
Joe Hutchinson, University of Central Florida
David J. Kwun, University of Central Florida


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.