探討顧客負面事件與幸福感、偏差行為之關係－以負向心情為中介效果

Exploring the Relationships among Customer negative event, Well-being and Deviation behaviors: The Mediating Effect of Negative moods

王翊安 ； 李季芩 ； 柯寶琇 ； 申逸涵

《勞資關係論叢》 21卷2期 (2019/12) Pp. 93-112

摘要

本研究主要是探討顧客負面事件透過負向心情影響對與幸福感、偏差行為之中介歷程，及探討負向心情在上述路徑所扮演的角色。本研究以觀光服務產業第一線服務人員為對象，共獲得252份有效資料。本研究結果顯示：（1）顧客負面事件與負向心情、偏差行為均呈現正向關係；（2）顧客負面事件與幸福感呈現負向關係；（3）負向心情中介顧客負面事件與偏差行為之關係。因此，本研究基於發現的理論貢獻且加以討論，提出具體管理意涵與未來研究方向提供與後續研究者參考。

關鍵字

顧客負面事件 ； 負向心情 ； 幸福感 ； 偏差行為

並列摘要

Customer negative event is an important issue in service Industry. This study explored the relationships between customer negative event, well-being and deviation behavior. In addition, we focused on the mediating effect of negative moods. Data was collected from 252 participants. Results showed that customer negative event positively associated with negative moods and deviation behavior. In addition, negative moods positively predicted deviation behavior, while customer negative event negatively predicted employee well-being. Moreover, negative moods mediated the relationship between customer negative event and deviation behavior. Finally, we discussed the theoretical and practical implications of our findings. We also proposed several directions for future research.

並列關鍵字

Customer negative event ； Negative moods ； Well being ； Deviation Behaviors