The Structural Relationships among Frontline Hotel Employees' Perceived Customer Verbal Aggression, Emotional Exhaustion, Empowerment, Stress Coping Strategy, the Relationship between the degree of Service Recovery Performance and Turnover Intention

The purpose of this study is to empirically analyze the structural relationship between the degree of their empowerment, stress coping strategies, emotional exhaustion, and recovery services and front-line staff turnover intention and a sample of the material-star hotels in Seoul. In particular, the perception of the customer verbal emotional exhaustion, exhaustion and emotional impact on the degree of separation performance and service recovery attempts to analyze the influence of service recovery performance and turnover intention. Customer verbal emotion-focused coping strategy is poured into (-) influence of emotion-focused coping strategies had a positive effect on emotional exhaustion. Empowerment is having a positive effect on problem-focused coping strategies and service recovery performance, emotional exhaustion, the sub-investigation was to influence the (+). Violence customer language having a positive effect on emotional exhaustion, emotional exhaustion unit for service recovery performance (-) affect of the uijik There was also a positive effect (+). When viewing based on the analysis above, the hospitality to achieve competitive advantage under the fierce business environment, competition day as particularly tourist hotels of the company and maintain in order to be proactive service recovery efforts of staff urgently required reduction in the turnover rate of employees excellent staff It shall prevent the departure.