航空公司人員的顧客關聯社會壓力源及其心理資本

The effects of airline employees' customer-related social stressors and psychological capital

韓明娟(Ming-Chuan Han) ； 黃品全(Pin-Chyuan Hwang) ； 王堅楚(Chien-Chu Wang)

《休憩管理研究》 4卷1期 (2017/08) Pp. 1-14

摘要

顧客關聯壓力源逐漸受到餐旅界學者們的關注，然而，顧客關聯壓力源對離職前行為與服務破壞之間關係卻仍鮮有研究探討。本研究以工作要求-資源理論之觀點，分別闡釋顧客關聯壓力源對離職前行為與服務破壞之間關係。此外，本研究亦檢視心理資本在上述關係中的調節作用。從209份航空公司地勤服務人員與其直屬主管的配對問卷結果證實，顧客關聯壓力源對離職前行為呈正向關係，與服務破壞無關。研究結果更進一步顯示，心理資本可調節顧客關聯壓力源對離職前行為與服務破壞之間的正向關係；亦即，當心理資本愈高，顧客關聯壓力源對離職前行為與服務破壞之間的正向關係將被弱化。最後，研究結論亦提供理論與實務貢獻。

關鍵字

顧客關聯社會壓力源 ； 離職前行為 ； 心理資本 ； 工作要求-資源模式

並列摘要

Literature on customer-related social stressors has gradually drawn hospitality researchers' attention. However, the relationships among customer-related social stressors, pre-quitting behavior and service sabotage has not been scarcely discussed. Based on the Job Demand-Resources model (JD-R model), this research aims to explore the effects of customer-related social stressors on pre-quitting and service sabotage behavior, respectively. In addition, we examine the moderating role of psychological capital in the above-mentioned relationships. Results from 209 supervisor-subordinate matched data from airline companies in Taiwan showed that customer-related social stressors was positively related to pre-quitting behavior and thus, provide new evidence for how the relationship between customer-related social stressors and pre-quitting behavior can be explained. Findings further indicated that psychological capital moderated the relationship between customer-related social stressors and pre-quitting behavior. The positive relationship between customer-related social stressors and pre-quitting was weaker when psychological capital was higher than lower. We discuss theoretical and practical implications of our findings and provide suggestions for future research.

並列關鍵字

Customer-related social stressors ； Pre-quitting behavior ； Psychological capital ； Job demand-resources model

參考文獻

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