고객의 무례한 행동이 항공사 객실승무원의 정서적 고갈과 일탈행동에 미치는 영향 : 정서적 고갈의 매개효과

Customer incivility behavior has become an increasingly prevalent and important workplace stressor in hospitality industry. However, relatively little research has examined the effects of customer incivility behavior. The purpose of this study aimed to explore 1) the relationships between customer incivility behavior and the flight attendant’s emotional exhaustion 2) the relationship between customer incivility behavior and deviant behavior 3) the relationship between emotional exhaustion and deviant behavior 4) mediating effect of the flight attendant’s emotional exhaustion. To achieve these purposes, questionnaire was developed based on previous study and data were collected by the flight attendant’s. In total, 300 questionnaires were distributed and 286 valid and complete questionnaires were collected for empirical data analysis. Then the data and hypotheses were examined. The results of the study are as follows; First, the results of this study shows that customer incivility behavior has a positive effect on the flight attendant’s emotional exhaustion and deviant behavior. Second, emotional exhaustion has a positive effect on the deviant behavior. Third, it has been found that the emotional exhaustion mediating effects between customer incivility behavior and deviant behavior.