Main Article Content
This study investigated the effect of personal-job fit and age on service attitude toward bad customers and mediating effect of emotional competency. Data were gathered from 175 coffee shop employees by questionnaires. First, correlation analysis revealed significantly positive relationship between person-job fit and emotional competency. Also, there was significantly positive relationship between emotional competency and service attitude toward bad customers. Second, there was significantly positive relationship between age and emotional competency. It was found that emotional competency mediated the relationship between person-job fit and service attitude toward bad customers. Emotional competency also mediated the relationship between age and service attitude toward bad customers. Based on these results, implication and limitations of this study and future research direction were discussed.
This work is licensed under a Creative Commons Attribution 4.0 International License.
Caldwell, D. F., & O’Reilly III, C. A. (1990). Measuring person-job fit with a profile- comparison process. Journal of Applied Psychology, 75(6), 648-657. doi:10.1037/0021- 9010.75.6.648
Charles, S. T., & Carstensen, L. L. (2007). Emotion regulation and aging. Handbook of emotion regulation (pp.307-327). New York: The Guilford Press.
Chi, M. W., & Lee, J. Y. (2012). The effect of emotional workers’ ego-resilience and stress- coping methods on their job stress. Korean Journal of Child Education and Care, 12(2), 249-263.
Cho, S. B. (2016). The effect of jay-customers behaviors on employees emotional burnout. Korean Journal of Hospitality & Tourism, 25(5), 221-233.
Choi, B. I., Jang, C. H., & Kwun, S. K. (2011). The effects of person-organization fit and person-job fit on organizational effectiveness. Journal of Organization and Management, 35(1), 199-232.
Choi, J. S. (2004). The impact of hotel internal marketing on emotional labor and service level of employees. Journal of MICE & Tourism Research, 4(2), 165-188.
Choi, J. Y., & Chang, J. Y. (2016). The effects of professionalism, likelihood of job embeddedness, and interaction quality with recruiters at entry on turnover behavior among R&D professionals. Korean Journal of Industrial and Organizational Psychology, 29(4), 549-571. doi:10.24230/ksiop.29.4.2 01611.549
Coffee TV (2017). Korean Coffee White Paper. [Webpage]. http://coffeetv.co.kr/article/article?sca=special&id=439
Cole, P. M., Michel, M. K., & Teti, L. O. (1994). The development of emotion regulation and dysregulation: A clinical perspective. Monographs of the Society for Research in Child Development, 59(2), 73-100.
Edwards, J. R. (1991). Person-job fit: A conceptual integration, literature review, and methodological critique. International Review of Industrial and Organizational Psychology, 6, 283-357.
Fullerton, R. A., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57(11), 1239-1249. doi:10.1016/ s0148-2963(02)00455-1
Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64(1), 1-23. doi:10.1016/s0001-8791(03)00038-1
Goleman, D. (1995). Emotional intelligence. New York: Bantam Books.
Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. doi:10.1037/1076- 8918.104.22.168
Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York, NY: Guilford.
Heo, C. G., & Shin, K. H. (2012). The influence of person-job fit on burnout and work engagement: The moderating effect of LMX. Korean Journal of Industrial and Organizational Psychology, 25(3), 535-556. doi:10.24230/ksiop. 25.3.201208.535
Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value. New York: Free Press.
Hochschild, A. R. (1983). The managed heart: The commercialization of human feeling. Berkeley, CA: The University of California Press.
Jee, J. H. (2009). Relationship between emotional labor and service delivery level of employee in travel agency. Journal of Korea Contents Association, 9(5), 284-292. doi:10.5392/jkca. 2009.9.5.284
Jin, Y. H. (2017). The effects of person organization-fit and person job-fit on customer orientation: focused on a local government employees in field office. Journal of Policy Development, 17(1), 99-125.
Johnson, H. M., & Spector, P. E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319-333. doi:10.1037/1076- 8922.214.171.1249
Kim, D. H., & Sung, S. H. (2016). The impact of the contingent worker’s perception on job fit to job attitudes and interaction effect of voluntary choices. Korean Journal of Industrial Relations. 26(1), 51-73.
Kim, S. H. (2006). A study on relationship of salesperson’s emotional intelligence, burnout, and customer-oriented selling behavior. Korean Management Review. 35(1), 183-225.
Kim, S. H., & Suh, M. S. (2005). A study on the influencing and moderating factors of service provider’s emotional dissonance in the service encounter. Journal of Korean Marketing Association, 20(1), 111-145.
Kim, W. H., Shin, K. H., Heo, C. G., & Lee, J. H. (2007). Emotional labor and burnout: The moderating effect of autonomy and social supports. Korean Journal of Health Psychology, 12(4), 905-921. doi:10.17315/kjhp.2007.12.4. 014
Kim, Y. I., & Yoo, T. Y. (2008). The effects of person-environment fit and honesty on workplace deviance. Korean Journal of Industrial and Organizational Psychology, 21(1), 27-58. doi:10.24230/ksiop.21.1.200802.27
Korea Occupational Safety and Health Agency (2016). Emotional Labor and Health Care for Field Workers. [Webpage]. Ulsan: KOSHA. http://www.kosha.or.kr/kosha/tr/FileDownload.jsp?med_seq=37251&file_name=%EA%B0%90%EC%A0%95%EB%85%B8%EB%8F%99%EA%B3%BC%20%EA%B1%B4%EA%B0%95%EA%B4%80%EB%A6%AC-%EC%9B%B9%EC%9A%A9.pdf&file_path=TR/20161202/
Korea Occupational Safety and Health Agency (2017). Handbook on Health Protection for Field Workers. [Webpage]. Ulsan: KOSHA. http://www.kosha.or.kr/kosha/tr/FileDownload.jsp?med_seq=38438&file_name=%EA%B0%90%EC%A0%95%EB%85%B8%EB%8F%99%20%EC%A2%85%EC%82%AC%EC%9E%90%20%EA%B1%B4%EA%B0%95%EB%B3%B4%ED%98%B8%20%ED%95%B8%EB%93%9C%EB%B6%81.pdf&file_path=TR/20171107/
Kwon, E. (2015.10.18). Department Store employee ‘Knee Apology’... Controversy over the ‘Gapjil’. [Webpage]. TV Chosun, http://news.tvchosun.com/site/data/html_dir/2015/10/18/2015101890075.html
Larsen, S., & Bastiansen, T. (1992). Service attitudes in hotel and restaurant staff and nurses. International Journal of Contemporary Hospitality Management, 4(2), 27-31. doi:10. 1108/09596119210010457
Lee, J. K., Kim, J. H., & Cho, Y. D. (1992). A study on the job satisfaction in the maintenance of problem solving style and job fitness. Journal of Business Research, 3, 25-40.
Lee, C. M., Song, D. H., Park, H. K., & Song, B. I. (1991). A model testing study on the job stress and organizational outcomes. Korean Journal of Industrial and Organizational Psychology, 4(1), 1-21.
Lee, J. Y. (2012). Differences in emotion regulation as a function of age from adolescence to adulthood. Korean Journal of Psychology : General, 31(3), 783-808.
Lovelock, C. (2001). Services Marketing: people, technology, strategy (4th ed.). New Jersey: Prentice-Hall.
Moon, Y. L., Lim, T. J., Kwak, Y. J., & Lee, H. E. (2007). The relationship between emotional intelligence and adults’ work performance in korean organizations. Korean Journal of the Human Development, 14(1), 21-34.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010.doi:10.2 307/259161
Park, K. A. (2004). An exploratory study for problem customers. Journal of the Korean Society for Clothing Industry, 6(2), 177-183.
Park, Y. S., Choi, S. J., & Cheong, K. J. (2015). A study on the relationships among emotional intelligence, organizational commitment and prosocial organizational behaviors of customer service representatives in call centers. Journal of Business Research, 30(1), 155-196.
Park, H. J., Kim, M. J., & Kim, Y. M. (2009). The effects of organizational climate of the airline cabin team, organizational commitment and organizational citizenship behavior on service performance. International Journal of Tourism Management and Sciences, 24(5), 149-173.
Park, S. A., & Lee, J. C. (2014). The effect of emotional labor strategy on job burnout and job engagement: the moderating effect of positive psychological capital. Korean Journal of Industrial and Organizational Psychology, 27(4), 781-804. doi:10.24230/ksiop.27.4.2 01411.781
Ramamoorthy, N., & Flood, P. C. (2002). Employee attitudes and behavioral intentions: A test of the main and moderating effects of individualism-collectivism orientations. Human Relations, 55(9), 1071-1096. doi:10.1177/ 0018726702055009020
Ryu, K., & Min, K. H. (2005). The effects of emotion coping style and emotion awareness on the subjective well-being in later life. Korean Journal of Social and Personality Psychology, 19(4), 1-18.
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211.
Schutte, N. S., Schuettpelz, E., & Malouff, J. M. (2001). Emotional intelligence and task performance. Imagination, Cognition and Personality, 20(4), 347-354. doi:10.2190/J0X6-BHTG-KPV6-2UXX
Shin, K. H., Hahn, Y. S., Kim, W. S., & Kim, W. H. (2008). Emotional labor and job burnout and job engagement: The moderating effect of emotional intelligence. Korean Journal of Industrial and Organizational Psychology, 21(3), 475-491. doi:10.24230/ksiop.21.3.2 00808.475
Shin, K. H., Yi, R., Heo, C. G., & Kim, J. Y. (2006). The role of Big Five personality and job environment variables in prediction of emotional labor: Hotel employee case in US. Korean Journal of Industrial and Organizational Psychology, 19(1), 105-124.
Shin, W. H. (2005). The effect of service encounter employees’ emotional competency on job attitude. (Korea University). Retrieved from http://www.riss.kr/link?id=T10364640
Silk, J. S., Steinberg, L., & Morris, A. S. (2003). Adolescents’ Emotion Regulation in Daily Life: Links to Depressive Symptoms and Problem Behavior. Child Development, 74(6), 1869-1880. doi:10.1046/j.1467-8624.2003.00643.x
Sim, Y. H., & Yoo, T. Y. (2009). The influence of person-job fit on job engagement: Focus on mediating effect of meaning and competence. Korean Journal of Industrial and Organizational Psychology, 22(3), 399-420. doi:10.24230/ksiop. 22.3.200908.399
Slaski, M., & Cartwright, S. (2002). Health, performance and emotional intelligence: An exploratory study of retail managers. Stress and Health, 18(2), 63-68. doi:10.1002/ smi.926
Statistics Korea (2017). Service Sector Survey Report. Daejeon: Statistics Korea. http://kosis.kr/upsHtml/online/downSrvcFile.do?PUBCODE=OV&SEQ=839&FILE_NAME=120101.pdf and http://kosis.kr/upsHtml/online/downSrvcFile.do?PUBCODE=OV&SEQ=840&FILE_NAME=120102.pdf
Steinberg, R. J., & Figart, D. M. (1999). Emotional Labor Since: The Managed Heart. The Annals of the American Academy of Political and Social Science, 561(1), 8-26. doi:10.1177/ 0002716299561001001
Suh, C. J., & Hwang, H. M. (2008). Effects of MOT employee’s competencies on labor productivity and service quality in service industry. The Korea Service Management Society, 171-195.
Wong, C. S., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The Leadership Quarterly, 13(3), 243-274. doi:10.1016/s1048-9843(02)00099-1
Yi, Y. J., & Gong, T. S. (2004). The effects of service justice on customer badness behavior: mediating roles of negative affectivity and customer commitment. Journal of Korean Marketing Association, 19(4), 185-210.
Yoo, S. (2014.10.11). “Fruit cycles like they’re thrown at animals.” Apgujeong Apartment Security Officer’s burning himself. [Web page]. Ohmynews. http://www.ohmynews.com/NWS_Web/View/at_pg.aspx?CNTN_CD=A0002042275
Yoo, T. Y., & Hyun, H. J. (2003). Effects of the fit of current-ideal organizational personality and the fit of current-ideal job characteristics on the attitudes toward the organization and the job. Korean Journal of Industrial and Organizational Psychology, 16(3), 201-222.
You, J. H., Lee, S. J., & Lee, H. K. (1998). The influence of an individual’s emotional characteristics on work-related burnout experience : The emotional intelligence as a mediator to experience burnout feeling. Korean Journal of Industrial and Organizational Psychology, 11(1), 23-53.
Yuk, S. (2016.10.29). Are you ‘Black Customer’ of a Café? [Webpage]. Korea Herald. http://www.realfoods.co.kr/view.php?ud=20161028000790