惡質顧客行為對空服人員服務破壞意圖之影響

Jaycustomer Behavior and its Influence on Flight Attendants' Service Sabotage Intentions

楊俊明(Chun-Ming Yang) ； 顧景昇(Edward Ku) ； 黃慧心(Hui-Hsin Huang)

《運輸計劃季刊》 41卷3期 (2012/09) Pp. 225-251

https://doi.org/10.6402/TPJ.201209.0225

摘要

本研究探討惡質顧客行為嚴重性對空服人員服務破壞意圖之影響。以航空公司現職空服人員為樣本，結果顯示嚴重性越高服務破壞意圖越強。然而此關係卻取決於其他內外在因素：（1）如空服人員知覺到組織有高度行為控制時，除對服務破壞意圖產生直接的負面效果，同時會降低惡質顧客行為嚴重性與服務破壞意圖間的關係；（2）空服人員道德意識中理想主義（相對主義）除對服務破壞意圖間產生負向（正向）影響外，亦與惡質顧客行為嚴重性有二階交互效果，對服務破壞意圖有顯著負向（正向）影響；（3）最後，惡質顧客行為嚴重性、道德意識以及員工所知覺到的行為控制間，有顯著三階交互效果，道德意識會使行為控制機制的干擾效果更強或減弱。

關鍵字

惡質顧客行為 ； 服務破壞 ； 空服員 ； 組織控制機制 ； 道德意識

並列摘要

This research examined the relationship between jaycustomers' behavioral severity and flight attendant's service sabotage intentions. Using Taiwanese flight attendants as the sample, a scenario-based experiment suggests that several different factors may determine the relationship between jaycustomers' behavioral severity and service sabotage intentions. First, a flight attendants perceived behavioral control mechanism has a direct negative impact and a negative interaction effect with jaycustomer severity regarding service sabotage intentions. Second, the idealism (relativism) possessed by flight attendants has a negative (positive) impact and a negative (positive) interaction effect with jaycustomer severity on service sabotage intentions. Finally, there are two significant three-way interaction effects among idealism (relativism), perceived behavioral control, and jaycustomer behavioral severity on service sabotage intentions. This research also provides the theoretical and managerial implications of this study.

並列關鍵字

Jaycustomer behavior ； Service sabotage ； Flight attendants ； Organizational control ； Ethical ideology

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