연구동향 분석

호텔 일선직원의 지각된 고객언어폭력, 감정고갈, 임파워먼트, 스트레스 대처전략, 서비스 회복성과 및 이직의도 간의 구조적 관계

이원옥 ( Won Ok Lee ) 2015년

논문상세정보
인용/피인용
' 호텔 일선직원의 지각된 고객언어폭력, 감정고갈, 임파워먼트, 스트레스 대처전략, 서비스 회복성과 및 이직의도 간의 구조적 관계' 의 주제별 논문영향력
논문영향력 선정 방법
논문영향력 요약
주제
  • customerverbalaggression
  • emotional exhaustion
  • empowerment
  • service recovery
  • stress coping strategy
  • turn over intention
동일주제 총논문수 논문피인용 총횟수 주제별 논문영향력의 평균
1,378 1

0.0%

' 호텔 일선직원의 지각된 고객언어폭력, 감정고갈, 임파워먼트, 스트레스 대처전략, 서비스 회복성과 및 이직의도 간의 구조적 관계' 의 참고문헌

  • 호텔직원의 감정노동 하에서 비호감 고객에 대한 지각의 선행 및 결과요인 간의 구조관계
    이승곤 최창환 호텔관광연구 12 (4) : 176 ~ 192 [2010]
  • 호텔종업원의 소진과 선행변인에 관한 연구
    김윤주 최가영 호텔경영학연구 9 (1) : 141 ~ 161 [2000]
  • 호텔식음료종사원의 감정부조화, 감정고갈이 고객지향성에 미치는 영향
    김기훈 외식경영연구 13 (1) : 215 ~ 231 [2010]
  • 호텔기업 고객접점 종사원의 직장-가정 갈등이 서비스회복성과와 직무만족에 미치는 영향
    김진강 최우성 관광연구저널 22 (2) : 189 ~ 205 [2008]
  • 직무탈진과 직무열의의 요구-자원 모델에서 정서노동전략의 역할 - 콜센터 상담원을 대상으로 -
    신강현 한국심리학회지: 산업 및 조직 19 (4) : 573 ~ 596 [2006]
  • 여행서비스 제공자의 역할 스트레스와 서비스 회복 성과, 직무 만족과의 관련성
    김판영 서비스경영학회지 8 (4) : 89 ~ 110 [2007]
  • 서비스 접점에서 서비스제공자의 감정부조화 발생요인 및 조절요인에 관한 연구
    김상희 마케팅연구 20 (1) : 111 ~ 145 [2005]
  • 동일방법편의(Common Method Bias)의 원인과 해결방안
    박원우 인사조직연구 15 (1) : 89 ~ 133 [2007]
  • 박사
    관광기업 감정노동 직원의 고객관련 사회적 스트레스 요인과 서비스 회복성과 간의 구조적 관계
    최창환 경희대학교 대학원 [2012]
  • Why this happening? A causal attribution approach to work exhaustion consequences
    Moore, J. E Academy of Management Review 25 (2) : 335 ~ 349 [2000]
  • The role of organizational serviced climate in generating control and empowerment among workers and customers
    Yagil, Y Journal of retailing and consumer services 9 (4) : 215 ~ 226 [2002]
  • The measurement of experienced burnout
    Maslach, C. Journal of Occupational Behavior 2 (2) : 99 ~ 113 [1981]
  • The managed heart: The structural analysis of the stressor-strain relationship and customer orientation among emotional labor workers in Korean hotels
    Lee, G. International Journal of Hospitality Management [2012]
  • The influence of selected antecedents on frontline staff's perceptions of service recovery performance
    Boshoff, C International journal of service industry Management 11 (1) : 63 ~ 90 [2000]
  • The experience of bullying in Great Britain: the impact of organizational status
    Hoel, H. European Journal of Work and Organizational Psychology 10 : 443 ~ 465 [2001]
  • The empowerment of service workers: What, why, how, and when
    Bowen, D Sloan Management Review 33 : 31 ~ 39 [1992]
  • The effects of selected antecedents on the service recovery performance of frontline employees
    Karatepe, O. M. The Service Industries Journal 26 (1) : 39 ~ 57 [2006]
  • The consequences of dysfunctional customer behavior
    Harris, L. C Journal of Service Research 6 (2) : 144 ~ 161 [2003]
  • The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective
    Babakus, E. Journal of Retailing 85 (4) : 480 ~ 492 [2009]
  • The Effect of Customer Orientation on Frontline Employees Job Outcomes in a New Public Management Context
    Rod M. Marketing Intelligence & Planning 28 (5) : 600 ~ 624 [2009]
  • The Customer Is Not Always Right : Customer Aggression and Emotion Regulation of Service Employees
    Grandey, A. A. Journal of Organizational Behavior 25 (3) : 397 ~ 418 [2004]
  • Testing the 'ide-Bet Theory' of organizational commitment: Some methodological considerations
    Meyer, J. P Journal of Applied Psychology 69 : 372 ~ 378 [1984]
  • Stress, Appraisal, and Coping
    Lazarus, R. S Springer-Verlag [1984]
  • Stress and emotion: A new synthesis
    Lazarus, R. S Free Association Books [1999]
  • Service recovery for trainers
    Bell, C. R Training and development 46 (5) : 58 ~ 63 [1992]
  • Relationships of supervisor support and conflicts in the work-family interface with the selected job outcomes of frontline employees
    Karatepe, O. M. Tourism Management 28 : 238 ~ 252 [2007]
  • Psychological Empowerment in the Workplace Dimensions, Measurement, and Validation
    Spreitzer, G. M. Academy of Management Journal 38 : 1442 ~ 1465 [1995]
  • Outcomes of customer verbal aggression among hotel employees
    Karatepe, O. M. International Journal of Contemporary Hospitality Management 21 (6) : 713 ~ 733 [2009]
  • Managerial response to environmentally induced stress
    Anderson, C. R. Academy of Management Journal 20 : 260 ~ 272 [1977]
  • Job satisfaction, organizational commitment, turnover intention and turnover: Path analyses based on metaanalytic findings
    Tett, R. P Personnel Psychology 46 : 259 ~ 290 [1993]
  • Handbook of stress: Theoretical and clinical aspects
    Moos, R. H Free Press : 234 ~ 257 [1993]
  • Empowered managers and empowered employees: The effect of managerial support and managerial perceived control on workers’ sense of control over decision making
    Parker, L. E Human Relations 47 : 911 ~ 928 [1994]
  • Emotional dissonance and emotional exhaustion among hotel employees in Nigeria
    Karatepe, O. M. International Journal of Hospitality Management 28 (3) : 349 ~ 358 [2009]
  • Development and validation of the hospitality emotional labor scale
    Chu, K. H. L Tourism Management 27 (6) : 1181 ~ 1191 [2006]
  • Customer-related social stressors and emotional exhaustion: The mediating role of surface and deep acting
    Song, G Social Behavior and Personality 38 (10) : 1359 ~ 1366 [2010]
  • Customer-Related Social Stressors and Burnout
    Dormann, C. Journal of Occupational Health Psychology 9 (1) : 61 ~ 82 [2004]
  • Coping strategy profiles used by salespeople: Their relationships with personal characteristics and work outcomes
    Nonis, S. A Journal of Personal Selling & Sales Management 23 : 139 ~ 150 [2003]
  • Conceptual, methodological, and theoretical problems in studying social support as a buffer against life stress
    Thoits, P. A Journal of Health and Social Behavior 23 : 145 ~ 159 [1982]
  • Common method biases in behavioral research：a critical review of the literature and recommended remedies
    Podsakoff, P. M. Journal of Applied Psychology 88 (5) : 879 ~ 903 [2003]
  • Assessing coping strategies: Atheoretically based approach
    Carver, C. S. Journal of personality and social psychology 56 (2) : 267 ~ 283 [1989]
  • Anxiety, burnout and coping styles in general hospital staff exposed to workplace aggression: A cyclical model of burnout and vulnerability to aggression
    Winstanley, S Work and Stress 16 (4) : 302 ~ 315 [2002]
  • An investigation of the role of job resources in mitigating customer-related social stressors and emotional exhaustion
    Karatepe, O. M. Services Marketing Quarterly 31 (1) : 72 ~ 88 [2010]
  • An integrative process model of coping with job loss
    Latack, J. C. Academy of Management Review 20 : 311 ~ 342 [1995]
  • An analysis of coping in a middle-aged community sample
    Folkman, S Journal of Health and Social Behavior 21 : 219 ~ 239 [1980]
  • Aggressive reactions to abusive supervision: The role of interactional injustice and narcissism
    Burton, J. P Scandinavian Journal of Psychology 52 : 389 ~ 398 [2011]
  • A preliminary test of a stress-strain-outcome model for reconceptualizing the burnout phenomenon
    Koeske, G. F. Journal of Social Service Research 17 (3) : 107 ~ 135 [1993]
  • A model of stress and coping and their influence on individual and organizational outcomes
    Boyd, N. G. Journal of Vocational Behavior 75 (2) : 197 ~ 211 [2009]
  • A meta-analytic examination of the correlates of the three dimensions of job burnout
    Lee, R. T Journal of Applied Psychology 81 (2) : 123 ~ 133 [1996]