Keywords

Customer incivility, Customer misbehavior, Deviant customer behavior, Employee job satisfaction, Employee job stress, Jay customer behavior

Abstract

Guest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees’ job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical multiple regression analyses show a positive relationship between the experience of customer incivility and employees’ job stress. Additionally, the results indicate a full mediation effect of employees’ job stress on the relationship between customer incivility and employees’ job satisfaction. Unfortunately, the study was not able to analyze customer aggression, because the majority of the participants did not report customer aggression. The findings of this study make a contribution to the hospitality service management literature by providing empirical evidence of customer incivility and its negative impact on guest-contact employees. Hospitality managers should acknowledge the existence of jay-customer behaviors and recognize their significant impact on employees’ job stress and job satisfaction

Notes

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Graduation Date

2012

Semester

Fall

Advisor

Ro, Heejung

Degree

Master of Science (M.S.)

College

Rosen College of Hospitality Management

Department

Hospitality Services

Degree Program

Hospitality and Tourism Management

Format

application/pdf

Identifier

CFE0004563

URL

http://purl.fcla.edu/fcla/etd/CFE0004563

Language

English

Release Date

December 2012

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Location

Rosen College of Hospitality Management

Subjects

Dissertations, Academic -- Hospitality Management, Hospitality Management -- Dissertations, Academic

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