應用日誌法探究餐飲業顧客無禮行為對服務人員情緒耗竭之影響：跨層次分析

A Diary Study of the Impact of Customer Incivility on Catering Service Providers' Emotional Exhaustion: A Cross-Level Analysis

黃秀卿(Hsiu-Chin Huang)

《觀光休閒學報》 24卷1期 (2018/04) Pp. 1-38

https://doi.org/10.6267/JTLS.201804_24(1).0001

摘要

員工是組織競爭優勢之基石，了解可降低員工情緒耗竭的重要影響因子是重要研究課題。本研究應用日誌法進行收集餐飲業顧客無禮行為與服務人員情緒耗竭之縱貫資料，進行跨層次對個體內的情緒耗竭影響分析。從台灣南部三個縣市召募200位員工進行10天工作日誌的資料蒐集。資料回收後發現顧客無禮行為對情緒耗竭有顯著正向影響；組織支持對情緒耗竭有顯著負向影響；組織支持在顧客無禮行為與情緒耗竭之間具有調節作用；組織支持對工作敬業有顯著正向影響；工作敬業對情緒耗竭有顯著負向影響。顯示顧客無禮行為是導致員工增加情緒耗竭的重要前因，而知覺組織支持與工作敬業是可降低情緒耗竭的重要因素。

關鍵字

餐飲店 ； 知覺組織支持 ； 工作敬業 ； 階層線性模式 ； 縱貫資料

並列摘要

As we know, employees are the cornerstone of an organization needed to gain competitive advantages. Therefore, it is important to understand what causes employees' emotional exhaustion. This study used the diary method to collect longitudinal datasets to study customer incivility and service providers' emotional exhaustion through a cross-level analysis. A ten-day data diary was collected from 200 catering service providers. The results showed that customer incivility has a positive and significant impact on service providers' emotional exhaustion, whereas perceived organizational support has a negative and significant impact on their emotional exhaustion. The results also showed that perceived organizational support has a mediating effect on the relationship between incivility and emotional exhaustion. Additionally, perceived organizational support has a positive and significant impact on work engagement, which however has a negative and significant impact on emotional exhaustion. Study results indicate customer incivility is a strong predictor of service providers' emotional burnout; however perceived organizational support and work engagement can alleviate such a negative effect.

並列關鍵字

catering service ； perceived organizational support ； work engagement ； hierarchical linear modeling ； longitudinal data

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