運動場館業員工多工時間觀對顧客不文明行為負向影響之緩衝效果

緒論：本研究整合行動調節理論與多工時間觀理論，探討公辦民營運動中心員工面對顧客不文明行為時，對其工作績效的負向影響效果，並進一步探究工作中斷在其中扮演的中介角色，與員工自身的多工時間觀對其中介模式之調節效果。方法：本研究以全台營運滿一年以上之公辦民營運動中心初階經理人及其部屬為主要研究對象，以紙本問卷收集研究資料。統計至109年11月，營運一年以上之公辦民營運動中心共有43間，本研究回收樣本總計有31間運動中心，實際回收219份有效之直屬主管與部屬的對偶資料（有效問卷回收率94.8%），並以信度檢驗、驗證性因素分析、皮爾森相關分析，以及階層迴歸分析進行假設驗證，階層迴歸分析採用SPSS PROCESS macro中的分析模式4與模式58，分別檢驗假設模型中的中介效果與條件式間接效果。結果：分析結果大多支持本研究的研究假設，顧客不文明行為會顯著負向影響工作中斷與主管評工作績效，唯工作中斷的中介效果假設未獲得支持。整合模式的分析結果發現，員工的多工時間觀會顯著調節上述中介效果。對多工時間觀相對較低的運動場館員工而言，顧客不文明行為便會透過工作中斷的中介效果顯著負向影響工作績效，對高度或中度多工時間觀的員工而言，工作中斷的中介效果則未達到顯著水準。結論：本研究結果彰顯出運動服務業或運動場館業中顧客不文明行為對員工引發的負向歷程與結果，在實務建議上，適當的職前與客服訓練是必要的；同時，本研究也強化員工的主體性與因應彈性，驗證員工主觀時間的多元彈性能減緩顧客不當對待的不良後果，值得政府與民營機關借鏡深思。

關鍵字

運動中心；顧客行為；工作中斷；工作績效；調節式中介模式

並列摘要

Introduction: Integrated action regulation theory and polychronicity theory, this research explored the negative impacts of employees in the sports stadium on their job performance when they face customer incivility, and investigated the mediating role of work interruptions and the moderating effect of employees' polychronicity on the proposed mediation model. Methods: Through paper questionnaires, dyadic data was collected from junior managers and their subordinates of public-to-private sports centers in Taiwan that have been in operation for more than one year. As of November 2019, there were 43 public-to-private sports centers in operation for more than one year. A total of 31 sports centers in the sample were included in this study, and 219 valid dyads of direct supervisors and subordinates were collected, with a response rate of 94.8 %. We applied reliability tests, confirmatory factor analysis, Pearson correlation analysis, and hierarchical regression analysis to test the hypothesis and our research framework. We used Model 4 and Model 58 of SPSS PROCESS marco to test the mediating effect and conditional indirect effects. Results: Most of the analysis results supported the research hypothesis that customer incivility had a significantly negative effect on work interruptions and supervisor-evaluated job performance. However, the mediating effect hypothesis of work interruption was not supported. The integrated model analysis found that employees' polychronicity would significantly moderate the proposed mediating effect of work interruptions. For employees in sports stadiums with a relatively low level of polychronicity, customer incivility would significantly decrease their supervisor-evaluated job performance through the mediating effect of work interruptions. For employees with a relatively high or moderate level of polychronicity, the mediating effect of work interruptions did not reach a significant level. Conclusion: The results showed the negative process and results of customer incivility of employees in the sports service or sports venue industry. Regarding practical suggestions, the corresponding pre-employment and customer service training is necessary. At the same time, this research also emphasized the agency and temporal cognitive flexibility of the employees, verifying that the polychronicity of employees can alleviate the adverse consequences of uncivil customer treatment, which is worthy of reflection by the government and private organizations in the sports field.

並列關鍵字

Customer behavior ； job performance ； moderated mediation model ； sports stadium ； work interruptions

參考文獻

林姿葶 (2021)。一心多用抑或一心一意：組織中的多工時間觀研究回顧。人力資源管理學報，21(2)，1-31。https://doi.org/10. 6147/JHRM.202112_21(2).0001 [Lin, T.-T. (2021). Multiple track mind or one track mind: A review of research on polychronicity in organizational context.Journal of Human Resource Management, 21(2), 1-31.]

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