旅館業難應付顧客行為對第一線員工情緒與工作壓力之研究－以高雄國際觀光旅館客房部為例

本研究主要探討第一線服務人員在面對不同難應付顧客的行為時，對於情緒勞動與工作壓力的影響。本研究採隨機抽樣，以高雄地區的華王、華園、國賓、漢來、福華、君鴻、圓山、寒軒、麗尊與高雄義大皇冠假日飯店等十間國際觀光旅館的客房部服務人員為研究對象，總計發放500份問卷調查探討難應付顧客對於服務人員的影響效果，並使用量化方法加以分析。本研究經刪除廢卷與無效問卷後，有效問卷為323 份，經由 SPSS 17.0軟體進行分析來驗證本研究之假設。研究結果發現，行為粗魯類型的難應付顧客對員工所造成的工作壓力與情緒影響大於其他類型的難應付顧客，此外，難應付顧客對於女性員工的影響高於男性員工，而在員工的年齡、工作職位與工作經驗方面則無顯著差異。研究結果希望能提供旅館管理者與學者瞭解難應付顧客之行為對第一線員工造成的影響，以找出能適當處理和預防的政策與策略，進而使企業邁向永續經營之目標。

關鍵字

難應付顧客；情緒勞務；工作壓力；國際觀光旅館；客房部

並列摘要

The particular purpose of this study is to explore the correlation between difficult customers, and their impact upon the frontline Taiwanese hotel staff; in addition, this study also investigates which types of difficult customer employees frequently encounter and whether the hotels provide sufficient resources to assist their employees when dealing with difficult customers. This study developed and distributed questionnaires to more than 500 frontline service personnel, in order to establish an overview of this area. After collecting 323 questionnaires, the results demonstrate that four types of behaviour of difficult customer were found in service encounters in the hotel industry. The results further reveal that customers who are rude in behaviour cause more job stress and emotional impact on employees than other types of difficult customer behaviours. Practitioners and managers in the hotel industry could use these findings to further understand difficult customer behaviour and its impact on frontline employees within the rooms division; furthermore, they could use it as a guideline to make efficiency improvements and prevent problems occurring.

並列關鍵字

Difficult customers ； emotional labour ； job stress ； rooms division

參考文獻

Kuo, T. P. (2006). The Stduy of the Customers from Hell in Food and Beverage Industry-The Example of Restaurants of International Tourism Hotels in Taiwan. Journal of Customer Satisfaction, 2(2), 1-26.

Wu, T.Y., & Cheng, B. S. (2006). The Relationships among Frequency of Encountering Difficult Customers, Perceived Service Training Utility, Emotional Labor, and Emotional Exhaustion-The Viewpoint of "Conservation of Resources Theory". Journal of Management, 23(5), 581-599.

Yang, C. M., Ku, E., & Huang, H. H (2012). Jaycustomer Behaviour and Its Influence on Flight Attendants Service Sabotage Intentions. Transportation Planning Journal, 41(3), 225-252.

Adcock, D. (1995). Marketing: principles and practice (2nd ed.). London Pitman.

Ashforth, B.E., & Humphrey, R.H. (1993). Emotional labor in service roles: the inﬂuence of identity. Academy of Management Review, 18(1), 88–115.

國際替代計量

旅館業難應付顧客行為對第一線員工情緒與工作壓力之研究－以高雄國際觀光旅館客房部為例

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