A Study on the Effect of Hotel Bad Behavior on Customer Relationship Stress and Customer Orientation

This study is a study of the influence relationship between customer bad behavior, customer relationship stress, and customer orientation, and the dimensions of variables were constructed based on existing prior research. Bad customer behavior perceived by hotel employees was composed of two dimensions: dismissive attitude and verbal violence, while customer relationship stress and customer orientation were each composed of a single dimension. First, customer misbehavior was analyzed to have a significant impact on hotel employees' customer relationship stress. Second, customer relationship stress was analyzed to have a significant impact on customer orientation. Third, customer misbehavior was analyzed to have a significant impact on the customer orientation of hotel employees.