顧客導向、工作投入與顧客焦點建言：挑戰、妨礙型壓力源之調節效果

Customer Orientation, Work Engagement and Customer- Focused Voice: The Moderating Roles of Challenge and Hindrance Stressors

黃品全(Pin-Chyuan Hwang) ； 韓明娟(Ming-Chuan Han)

《人力資源管理學報》 15卷2期 (2015/06) Pp. 1-24

https://doi.org/10.6147/JHRM.2015.1502.01

摘要

本研究以特質活化理論的觀點，探討挑戰、妨礙型壓力源如何調節顧客導向經工作投入對顧客焦點建言的間接效果。從217位旅館服務人員及其主管之配對資料中發現，工作投入可中介顧客導向與顧客焦點建言之間的正向關係。再者，挑戰、妨礙型壓力源不僅分別可強化、弱化顧客導向與工作投入之關係，且調節式中介效果的分析也發現，相較而言，在高挑戰型壓力源的條件下，顧客導向經工作投入對顧客焦點建言之間接效果較強；相對地，在較高妨礙型壓力源的條件下，顧客導向經工作投入對顧客焦點建言之間接效果較弱。本研究結果也提供了相關的理論及實務意涵。

關鍵字

顧客導向 ； 工作投入 ； 挑戰型壓力源 ； 妨礙型壓力源 ； 顧客焦點建言

並列摘要

We used trait activation theory to develop a model discussing the moderating roles of challenge and hindrance stressors in the causal processes linking customer orientation, work engagement and customerfocused voice. Using a sample of 217 supervisor-subordinate dyads collected in hotels, we found that work engagement mediated the positive relationship between customer orientation and customer-focused voice. In addition, the results demonstrated that challenge and hindrance stressors moderated the relationship between customer orientation and work engagement. Further, the indirect relationship between customer orientation and customer-focused voice through work engagement was more pronounced when challenge stressors was higher rather than lower; the indirect relationship between customer orientation and customer-focused voice through work engagement was less pronounced when hindrance stressors was higher rather than lower. Finally, we also discuss the implications of these findings for theory and practice.

並列關鍵字

customer orientation ； work engagement ； challenge stressors ； hindrance stressors ； customerfocused voice

參考文獻

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