- 學位論文
顧客不當對待餐旅服務業員工離職傾向之影響─以正念為調節變數
The Process by Which Customer Mistreatment Influences Turnover Intention of Hospitality Employees Using Mindfulness as Moderator
摘要
顧客不當行為仍然是餐旅服務業的一個持續挑戰。本研究運用「壓力-狀態-反應」（PSR）框架，調查了餐旅服務業服務員工在面對顧客不當行為時所經歷的壓力、心理狀態以及應對方式。此外，本研究探討了正念在這一過程中的調節作用。通過使用結構方程技術，我們的研究發現，具有高度正念的員工更能夠減輕顧客不當行為對情感耗竭的不良影響。然而，一個意外的發現浮現出來：正念似乎放大了情感耗竭對離職傾向的影響。總之，與其捲入導致情感耗竭的對抗，具有高度正念的員工更傾向於有效地處理顧客情感，從而避免顧客不當行為的直接負面後果。這對於餐旅服務業來說是有利的，特別是在競爭激烈的行業環境中。然而，我們的研究顯示，高度正念的員工更有可能認識到自己處境的現實，並做出明智的決策，包括尋求替代就業機會。因此，未來的研究仍然有空間探討在不增加這些員工離職傾向的情況下應對顧客不當行為的策略。
並列摘要
Customer mistreatment may be an unavoidable issue for the hospitality industry. Based on the Pressure–State–Response (PSR) framework, this study investigates the process of employees’ pressure, state, and responses to customer mistreatment with the moderation of mindfulness. We collected 427 valid samples through an online survey conducted in Quanzhou, Zhangzhou, and Xiamen from March 1 to March 30, 2021. This study employed Confirmatory Factor Analysis (CFA) to test the validity and reliability of the measurement model. The fit indices of the Structural Equation Modeling (SEM) indicated that the model achieved an acceptable level of fit. By using SEM techniques, we find that employees with high levels of mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion; however, this study unexpectedly found that mindfulness can enhance the impact of emotional exhaustion on turnover intention. This study concludes that instead of conflicting with customers, resulting in their emotional exhaustion, these employees with mindfulness may deal with customer emotions, avoiding the immediate negative impact of customer mistreatment, which is beneficial for hospitality enterprises, particularly given the present state of competition in the industry. In sum, we derive the following essential findings. This study found that customer mistreatment significantly impacts employees' turnover intention and reveals that emotional exhaustion mediates the relationship between customer mistreatment and turnover intention according to the PSR framework. Additionally, we found that employees with high mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion. However, unexpectedly, our study discovered that mindfulness amplified the impact of emotional exhaustion on employees' turnover intention. This suggests that employees with high levels of mindfulness may recognize the reality of their situation rather than become confused and may choose to leave to find a new job. Therefore, there is still room for future research into ways to cope with customer mistreatment without increasing the turnover intention of such employees.