- 學位論文
顧客不當對待是否會造成員工負向心情及員工偏差行為？ 以同事支持為調節變數
Does customer mistreatment cause negative mood of employee and employee deviance behavior? The moderating effect of coworker support
摘要
現今服務業裡，惡質顧客刁難服務人員的情形時有所聞，而首當其衝的幾乎都是第一線的服務人員。本研究探討目的為：一、服務人員在受到顧客不當對待後，是否會產生負向心情？二、服務人員在受到顧客不當對待後，是否會產生員工偏差行為？三、探討同事支持的調節效果。 本研究問卷發放給第一線服務人員及其同事，共回收257份有效的配對問卷。以階層式迴歸分析後發現：顧客不當對待與員工之負向心情、人際面偏差及組織面偏差呈現正相關。此外，同事支持對於顧客不當對待和負向心情的關係、及顧客不當對待和人際面偏差的關係之調節效果為邊際顯著；同事支持對於顧客不當對待和組織面偏差的關係之調節效果具有顯著效果。最後根據本研究結果，進一步討論理論意涵與管理建議。
並列摘要
Nowadays, those front-line service employees are often suffering from customer mistreatment. The present study aims to explore, first, when service employees suffer the customer mistreatment, will they have negative mood? Second, when service employees suffer the customer mistreatment, will they express deviant behaviors? Third, we intend to explore the moderating role of the coworkers support on the above relationships. We delivered the questionnaires to front-line service employees and their coworkers, and finally got a sample of 257-dyad data. We used hierarchical regression analysis to examine all hypotheses. The results showed that customer mistreatment was positively related to employees negative mood, interpersonal deviance and organizational deviance. Moreover, the moderating effects of coworker support on the relationship between customer mistreatment and negative mood, the relationship between customer mistreatment and interpersonal deviance were marginally significant; the moderating effects of coworker support on the relationship between customer mistreatment and organizational deviance was significant. Finally, according to the results of this study, we discussed theoretical implication and managerial suggestions.