서비스 접점직원의 고객갑질 경험과 일상생활 전위공격성의 전이 현상: 내면화된 수치심과 분노 표현을 중심으로

초록

This study examined how customer mistreatment experienced by frontline employees in the hospitality industry extends beyond the workplace, leading to displaced aggression in daily life. Specifically, the study focused on the mechanism through which customer mistreatment induces internalized shame, and how this self-conscious emotion affects employees’ anger expression styles and ultimately leads to displaced aggression. Data were collected from 211 frontline employees in the lodging and foodservice sectors through an online survey. The data were analyzed using SPSS 21 and AMOS 21 via confirmatory factor analysis and structural equation modeling. The results showed that customer mistreatment had a significant positive effect on internalized shame. Internalized shame also had a significant positive effect on anger expression but no significant effect on anger suppression. In addition, anger expression increased displaced aggression, whereas anger suppression decreased it. These findings show that the effects of customer mistreatment are not limited to job-related outcomes such as emotional labor, burnout, and turnover intention at the service frontline, but can extend to employees’ daily interpersonal relationships and behavioral patterns. Academically, this study extends the literature by expanding customer mistreatment research from job-centric outcome variables to an emotional and behavioral spillover mechanism. Practically, it suggests the need to establish institutional mechanisms to prevent customer mistreatment, build organizational response systems against malicious complaints and unfair behaviors, and provide psychological support programs to alleviate employees' shame and anger after such incidents.

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