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How does Jay-customer Affect Employee Job Stress and Job Satisfaction?

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Date Issued:
2012
Abstract/Description:
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.
Title: How does Jay-customer Affect Employee Job Stress and Job Satisfaction?.
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Name(s): Kim, Gawon, Author
Ro, Hee Jung, Committee Chair
Kwun, David, Committee Member
Hutchinson, Joe, Committee Member
, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2012
Publisher: University of Central Florida
Language(s): English
Abstract/Description: 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.
Identifier: CFE0004563 (IID), ucf:49223 (fedora)
Note(s): 2012-12-01
M.S.
Hospitality Management, Hospitality Services
Masters
This record was generated from author submitted information.
Subject(s): Jay customer behavior
Deviant customer behavior
Customer misbehavior
Customer incivility
Employee job stress
Employee job satisfaction.
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0004563
Restrictions on Access: public 2012-12-15
Host Institution: UCF

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