Relationships between customer incivility, work stress and emotional exhaustion:A Case Study of Tour Leaders
| Autor: | CHEN, YI-CHI, 陳奕綺 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 In the recent context of the service industry. There are many researches on the customer incivility, but about tour leaders research on this respect is not much. With the rising of consumer awareness and various requirements, tour leaders are more stressful than they were before. With customer incivility, comes the tour leaders work stress and emotional exhaustion. The purpose of this study is to explore and examine the relationships between customer incivility, work stress and emotional exhaustion. Tour leaders were invited to participate in this study. A total of 425 questionnaires were delivered and a total of 415 usable questionnaires were finally achieved with effective rate of 97.64%. The results of this study indicate that (1) customer incivility has a positive and significant effect on the work stress; (2) work stress has a positive and significant effect on the emotional exhaustion; (3) customer incivility has insignificant effect on the emotional exhaustion. Based on the aforementioned results, some practical implication s and future research directions are proposed in this study. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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