難應付顧客頻次與員工負面結果間關係之探討-情感事件理論之應用

The relationship between Encountering Difficult Customer and Employee’s Negative Outcomes: Application of Affective Events Theory

蕭銘飛(Ming-Fei Hsiao)

指導教授 ： 陳建丞

國立臺北科技大學/管理學院/經營管理系碩士班/碩士(2014年)

https://doi.org/10.6841/NTUT.2014.00916

摘要

本研究主要是探討難應付顧客頻次與員工負面結果之間的關係，並以員工負向心情為中介角色；神經質人格為干擾角色。第一線服務人員是近年來服務業的服務品質要點，良好的服務表現必然是吸引顧客和提升企業形象的必要條件。而在工作場合中服務人員常常會需要面對難應付顧客頻次給予的壓力，近年來此方面的研究並不多，而難應付顧客頻次的增加往往會造成員工有負向情緒或心情的產生，進而而有相關的負面結果如工作滿意度降低、離職意圖提升等等之問題產生。本研究主要之貢獻在於：1.探討員工在職場上遇到工作事件後的反應，進而了解並調適員工的心理壓力來提升績效水準。2.近年來有關難應付顧客頻次之研究往往將樂觀性格納入變數，本研究試圖將「神經質」人格特質當作干擾變數，試圖探討神經質人格是否會增加難應付顧客頻次與負向心情間關係，期能彌補過去研究之缺口。

關鍵字

難應付顧客 ； 員工負向心情 ； 離職意圖 ； 不禮貌 ； 工作滿意度 ； 組織承諾 ； 知覺組織支持

並列摘要

In recent years affect at work has been an issue of great interest to researchers and practitioners. However, there has been very little research to precisely model the process in which Encountering Difficult Customers lead to turnover intention in organizational settings. This study applied the theoretical basis of Affective Events Theory theory. The main purpose of this field research was to explore the mediating mechanisms between Encountering Difficult Customers and job satisfaction, turnover intention,bad manner of employee. Data were collected from 100 employees in organizations which have lots of interaction with customer in Taiwan. Results showed that negative affectivity mediated the relationship between Encountering Difficult Customers and job satisfaction, turnover intention.

並列關鍵字

positive mood ； negative mood ； job satisfaction ； difficult customer ； turnover intention

參考文獻

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