The Influence of Behaviour of ‘Difficult Customer’ on the Emotional Impact and Job Stress on Frontline Employee- A Case Study of Rooms Division in International Tourist Hotels in Kaohsiung

• Main Authors: Wei-Chun Kuo, 郭為鈞
• Other Authors: 黃啟揚
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/4h9ny3

碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 102 === The particular purpose of this study is to explore the correlation between difficult customers, and their impact upon the frontline Taiwanese hotel staff; in addition, this study also investigates which types of difficult customer employees frequently encounter and whether the hotels provide sufficient resources to assist their employees when dealing with difficult customers. This study developed and distributed questionnaires to more than 500 frontline service personnel, in order to establish an overview of this area. After collecting 323 questionnaires, the results demonstrate that four types of behaviour of difficult customer were found in service encounters in the hotel industry. The results further reveal that customers who are rude in behaviour cause more job stress and emotional impact on employees than other types of difficult customer behaviours. Practitioners and managers in the hotel industry could use these findings to further understand difficult customer behaviour and its impact on frontline employees within the rooms division; furthermore, they could use it as a guideline to make efficiency improvements and prevent problems occurring.