Browse > Article
http://dx.doi.org/10.12925/jkocs.2021.38.6.1493

The Effects of Emotional Dissonance and Service Sabotage on Skin Experts Who Have Experienced Inappropriate Customer Behavior  

Sung, Young-Whan (Department of Beauty ＆ Cosmetic, Osan University)
Lee, Young-Jo (Department of Beauty Coordination, Kookje University)
Publication Information
Journal of the Korean Applied Science and Technology / v.38, no.6, 2021 , pp. 1493-1501 More about this Journal
Abstract
The purpose of this study is to investigate the effect of emotional dissonance and service sabotage on skin experts who have experienced inappropriate customer behavior. To achieve the purpose of the study. 383 skin experts in Seoul and Gyeonggi-do were selected as the subjects of the study. As for the analysis method, frequency analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed, and the following research results were derived through such research procedures. Inappropriate customer behavior showed a positive (+) correlation with emotional dissonance, and emotional suppression of emotional dissonance affects service sabotage.
Keywords
Skin Expert; Inappropriate Customer Behavior; Emotional Dissonance; Service Sabotage; Service Industry;
Citations & Related Records
연도 인용수 순위
  • Reference
1 M. J. Kim, "Study to Examine the Relations Between Job Stress and Working Behavior on Estheticians", Asian J Beauty Cosmetol, Vol.7, No.2 pp. 1-10, (2009).
2 Y. S. Yi, T. S. Gong, "The Effects of Service Justice on Customer Badness Behavior - Mediating Roles of Negative Affectivity and Customer Commitment", Korean Journal of Marketing, Vol.19, No.4 pp. 185-210, (2004).
3 H. I. Son, S. B. Park, "Black Consumer Behavior' and Organizational Misbehavior: The Moderating Effects of encourage", Management & Information Systems Review, Vol.36, No.4 pp. 103-116, (2017).   DOI
4 H. G. Kwon, B. G. Park, "The Effects Of Surface And Deep Acting Of Emotional Labor On Emotional Dissonance And Job Attitudes", Journal of Human Resource Management Research, Vol.18, No.1 pp. 311-326, (2011).
5 J. Y. Lee,"Emotional Exhaustion, Depersonalization, and Service Sabotage Among Customer Defective Behavior", Journal of Human Resource Management Research, Vol.25, No.2 pp. 133-151, (2018).   DOI
6 K. M. Park, J. M. Choi, "A Study of Jaycustomer's Behavior Affecting Job Stress and Turnover Intention of Cabin Crew". Journal of the Aviation Management Society of Korea, Vol.13, No.6 pp. 23-46, (2015).
7 N. K. Baek, H. S. Kim,"The Effects of Customer bad behavior on Food Service Employee Job Stress and Service Sabotage", Journal of Foodservice Management, Vol.24, No.4 pp. 295-316, (2021).
8 C. H. Hur, T. S. Kim, "Effects of Railroad Tour Conductors' Emotional Labor on Emotional Dissonance and Job Satisfaction", Journal of Human Resource Management Research, Vol.21, No.3 pp. 81-102, (2014).   DOI
9 Y. B. Ryu, Y. T. Kim, J. H. Park, Y. J. Jang, "Influences of Hotel Employees' Emotional Labor on Job Satisfaction and Service Sabotage: Focused on the Moderating Effect of Person Job Fit", Tourism research, Vol.25, No.6 pp. 55-72, (2020).
10 B. W. Park, " The Effects of Eating-out Customers' customer citizenship behavior and customer badness behavior on service employees' emotional dissonance and job burnout", Journal of the Korea Academia-Industrial cooperation Society. Vol.21, No.3 pp. 342-352, (2020).   DOI
11 J. S. Jin, H. J. Choi, W. K. Cho, K. S Kim, "The moderation effect of power delegation between employee job enthusiasm and job performace by jay customer behavior", Korean Hospitality and Tourism AcademeJ, Vol.29, No.7 pp. 99-108, (2020).
12 M. H. Choi, I. S. Kim, "Exploring flight attendants' emotional labor and their service sabotage: The moderating effect of customer dysfunctonal behavior", Korean Journal of Tourism Research, Vol.30, No.5 pp. 335-354, (2015).
13 K. A. Kim, H. C. Lee, "The impact of job stress of hotel workers on emotional dissonance by customers' bad behavior : Focused on the moderating effects of job autonomy", International Journal of Tourism and Hospitality Research, Vol.31, No.6 pp. 127-139, (2017).
14 D. H. Cheon, "The Effects of Dysfunctional Customer Behavior on Emotional Labor, Service Sabotage and Management Performance in Travel Industry", Tourism research, Vol.34, No.2 pp. 69-88, (2019).
15 C. Y. Jeong, I. S. Kim, "The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry", International Journal of Tourism Sciences, Vol.39, No.3 pp. 143-156, (2015).
16 H. J. Kim, I. S. Kim, "Impacts of Dysfunctional Customer Behavior on Flight Attendants' Fatigue: Moderation of Leisure Coping Strategy during Stay Abroad and Mediation of Emotional Dissonance", Tourism Research, Vol.44, No.3 pp. 41-57, (2019).   DOI
17 N. Y. Han, S. W. Bae, "A Study on the Effects of Hospital Customers' Disgruntled Behaviors on Turnover Intention and Customer Orientation, using Emotional Dissonance and Emotional Exhaustion as Mediators", Journal of the Korea Industrial Information Systems Research, Vol.22, No.5 pp. 113-128, (2017).   DOI
18 N. Y. Han, S. W. Bae, "A Study on the Effects of Emotional Labor Strategy on Destructive Reaction Behavior by a Double Mediation of Emotional Dissonance and Job Dissatisfaction", Journal of Human Resource Management Research, Vol.25, No.1 pp. 79-100, (2018).   DOI
19 S. H. Kim, "The Effects of Salespersons' Emotional Dissonance on Salespersons' Behavior and Customers' Perceived Service Quality", Journal of Marketing Studies, Vol.16, No.2 pp. 1-31, (2008).
20 E. K. Lee, E. M. Lee, J. O. Jeon, "A Study on the Conceptualization of 'Black Consumer Behavior' and Scale Development", Journal of Marketing Management Research, Vol.18 No.4 pp. 183-207, (2013).
21 J. Y. Kim,"The structural relationship of customer badness behavior, emotional labor, Job engagement and service sabotage perceived by hotel employees", Tourism Research, Vol.45, No.3 pp. 99-123,(2020).   DOI
22 H. L. Kim, J. Y. Kim, "The effects of the stereotypes of hotel employees who had experienced dysfunctional customers on job burnout and service sabotage", International Journal of Tourism and Hospitality Research, Vol.33, No.11 pp. 45-57, (2019).   DOI
23 J. S. Ko, "A Study on the Modification Variable of Emotional Dissonance and Organizational Performance by the Empathy", Journal of Industrial Economics and Business, Vol.22, No.1 pp. 363-383, (2009).
24 L. C. Harris, K. L. Reynolds, "Jaycustomer behavior: an exploration of types and motives in the hospitality industry", Journal of Services Marketing, Vol.18, No.5 pp. 339-357, (2004).   DOI