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

Keywords

jay-customer, customer misbehavior, customer incivility, job stress, job satisfaction

Abstract

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.

Publication Date

11-3-2014

Original Citation

Kim, Gawon, Ro, Heejung, Hutchinson, Joe & Kwun, David, J. (2014). The effect of jay customer behaviors on employee job stress and job satisfaction. International Journal of Hospitality & Tourism Administration, 16(4), 394-416.

Number of Pages

394-416

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality and Tourism Administration

Volume

15

Issue

4

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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