- 期刊
被主管苛責，找奧客出氣？由自我控制損害與社會學習之觀點探討主管不當督導到服務人員情緒宣洩的心理機制
Abused by Supervisor, Venting at Difficult Customer? The Perspectives of Self-Control Impairment and Social Learning on the Psychological Mechanisms between Abusive Supervision and Service Provider's Venting
摘要
本研究依據自我控制損害與社會學習的觀點，以預測不當督導可透過服務人員之自我耗損而影響其對難應付顧客之情緒宣洩（自我控制損害機制，間接效果），亦可直接影響情緒宣洩而不透過自我耗損（社會學習機制，直接效果）。本研究也預測服務表現之財務報酬只會調節上述間接效果，而不會調節直接效果。本研究蒐集主管與部屬（服務人員）有效對偶資料共150筆，結果發現，服務表現之財務報酬會調節不當督導透過自我耗損以預測情緒宣洩之間接效果；服務表現之財務報酬較弱時，此一間接效果才會顯著。此外，不當督導對情緒宣洩會產生直接效果，但服務表現之財務報酬對此一直接效果並無調節作用，研究結果與預測相符。本研究之理論與實務意涵，將在最後提出討論。
並列摘要
Based on the perspectives of self-control impairment and social learning, we predicted that abusive supervision affects service provider's venting toward difficult customers via ego depletion (self-control impairment mechanism, indirect effect). Abusive supervisor also directly affects venting, not via ego depletion (social learning mechanism, direct effect). Also, we predicted that financial rewards for service performance moderate only the indirect effect, not the direct effect. We collected supervisor-subordinate (service provider) dyad data and obtained 150 valid pairs of data. As predicted, results showed that financial rewards for service performance moderate the indirect effect whereby abusive supervision affects venting via ego depletion, such that this indirect effect is significant when financial rewards for service performance is weak. In addition, abusive supervision affects venting directly, and financial rewards for service performance do not moderate this direct effect. We discussed the theoretical and practical implications at the end.