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Korean Academic Society of Business Administration
[ Article ]
korean management review - Vol. 46, No. 3, pp.663-690
ISSN: 1226-1874 (Print)
Print publication date 30 Jun 2017
Received 07 Nov 2016 Revised 23 Jan 2017 Accepted 28 Feb 2017
DOI: https://doi.org/10.17287/kmr.2017.46.3.663

고객의 무례한 행동이 서비스 직원의 일과 생활 영역에 미치는 부정적 영향에 관한 연구: 조직후원인식과 심리적 디스트레스의 조절된 매개효과

김미미* ; 김보영**
*(주저자) 국민대학교 대학원 경영학과 석사 rokmimi@naver.com
**(교신저자) 국민대학교 경영대학 조교수 bykim7@kookmin.ac.kr
The Negative Effects of Customer Incivility on Service Employees’ Work and Life Domain: Moderated Mediation Effect of Perceived Organizational Support and Psychological Distress
Mimi Kim* ; Boyoung Kim**
*M.B.A., College of Businees Administration, Kookmin University, First Author
**Assistant Professor, College of Business Administration, Kookmin University, Corresponding Author

초록

본 연구는 고객의 무례함이 서비스 종업원들의 일 영역과 생활 영역에 미치는 부정적 영향력을 고찰하기 위한 목적으로 수행되었다. 고객의 무례함을 경험한 서비스 종업원들은 전위된 보복의 일환으로 일 영역에서 조직과 동료를 대상으로 일탈행동을 하거나 생활 영역에서 주변인들에게 침해행동을 가할 것으로 예상하였다. 구체적으로 첫째, 고객 무례함은 일 영역에서의 일탈행동과 생활 영역에서의 침해행동을 증진시키며, 둘째, 심리적 디스트레스가 고객 무례함과 일탈(침해)행동 간의 관계를 매개하며, 셋째, 조직후원인식이 심리적 디스트레스와 일탈(침해)행동 간의 관계를 조절하며, 마지막으로 조직후원인식이 심리적 디스트레스를 매개로 하는 일탈(침해)행동에 대한 고객 무례함의 간접효과를 조절할 것이라 예상하였다. 168명의 서비스 직무에 종사하는 종업원을 대상으로 한 설문지를 분석한 결과 고객 무례함은 일 영역에서 동료 대상 일탈행동과 생활 영역에서의 침해행동을 증진시켰으며, 이러한 관계는 심리적 디스트레스에 의해 매개됨이 검증되었다. 또한 조직후원인식은 심리적 디스트레스와 생활 영역의 침해행동 간의 관계를 조절하였으며, 조직후원인식이 심리적 디스트레스를 매개로 하는 생활 영역 침해행동에 대한 고객 무례함의 간접효과를 조절함이 검증되었다. 토의 부분에서는 고객 무례함이 서비스 종업원의 일과 생활 영역에 미치는 부정적 영향력과 나아가 조직 차원에서의 대응 방안에 대해 논의하였다.

Abstract

This study focuses on the negative effects of customer incivility on employees’ behaviors in work-domain and non-work domain. Drawing on displaced aggression, this study investigates whether the employees’ workplace deviance and family undermining are the result of psychological distress evoked by customer incivility. The authors conceptualize customer incivility as a type of aggression. Employees use workplace deviance (organizational deviance and interpersonal deviance) and family undermining as displaced aggression when they experience customer incivility. Using a sample of 168 service employees, we hypothesized that customer incivility, mediated by psychological distress, would increase service employees’ workplace deviance and family undermining. In turn, we hypothesized that the positive relation between psychological distress and deviance (undermining) would be moderated by perceived organizational support (POS). Additionally, we hypothesized that POS would moderate the indirect effect of customer incivility, mediated by psychological distress, on deviance (undermining). The results show that the main effects of customer incivility on interpersonal deviance and family undermining and the mediating effect of psychological distress on the relation between customer incivility and interpersonal deviance and family undermining are significant. The moderating effect of POS on the relation between psychological distress and family undermining is significant. Finally, the moderated meditation effect of POS and psychological distress on the relationship between customer incivility and family undermining is significant. We examined the implications of the negative effect of customer incivility on employees’ work and life domains.

Keywords:

Customer Incivility, Displaced Aggression, Workplace Deviance, Family Undermining, Psychological Distress, Perceived Organizational Support

키워드:

고객 무례함, 보복의 전위, 조직일탈행동, 생활 영역에서의 침해행동, 심리적 디스트레스, 조직후원인식

Acknowledgments

본 연구는 국민대학교 교내연구비로 수행되었음

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• 저자 김미미는 국민대학교 경영대학을 졸업하였으며, 동 대학의 대학원에서 경영학 석사 학위를 취득하였다. 외국계 항공사 근무 경력을 바탕으로 서비스 기업 및 일반 기업의 서비스 강의를 담당하고 있으며, 대학의 항공관광서비스 관련 학과에 출강하고 있다. 연구 관심분야는 감정노동, 일-생활 갈등 등이다.

• 저자 김보영은 서울대학교 경영대학을 졸업하고 동 대학의 대학원에서 인사조직 전공 석사 및 박사 학위를 취득하였다. 현재 국민대학교 경영대학의 조교수로 재직 중이다. 주요 연구분야는 조직 내 주도적 행동, 감정노동, 일-생활 갈등 등이다.