- 學位論文
第一線服務人員之負向心情是否影響其偏差行為？探討工作中休息的調節效果
Does frontline service employees’ negative mood influence their deviant behaviors? Exploring the moderating effects of within-work breaks
摘要
現今各服務業裡，以顧客至上為宗旨。以往學者較少琢磨於員工心情對組織、員工與顧客之偏差行為及緩和員工心情之探究。因此本研究主要目的為：一、第一線服務人員負向心情與員工偏差行為（人際面偏差、組織面偏差及服務破壞）的關係；二、探討員工在工作中的休息後恢復經驗對於負向心情與員工偏差行為、服務破壞關係之調節效果。 施測程序：第一階段將訪問10位來自各服務業的第一線服務人員，以了解員工其工作及休息狀況；第二階段以服務業人員為對象進行問卷調查，共計回收109份有效問卷，再進行相關分析及階層式迴歸分析之假設驗證。研究結果發現：負向心情與人際面偏差及服務破壞呈現正相關。此外，當休息後有愈多控制的經驗時，負向心情和服務破壞的正向關係愈弱。最後，我們根據本研究之結果，進一步討論理論意涵與管理建議。
並列摘要
Customer first is emphasized in service industry today. There is not much research on the relationship between of negative mood and first-line service employee deviance behaviors, and how we can alleviate employee’s negative mood. The present study aimed to, first, investigate the relationship between negative mood and employee deviant behavior (interpersonal deviance, organizational deviance and service sabotage); Second, we intend to explore the moderating role of recovery after within-workday break. In the first phase of the present study, we interviewed 10 service employees from different service organizations. In the second phase, questionnaires were delivered to participants who are first-line service employees. We finally got 109 complete cases and used hierarchical regression analysis to examine all hypotheses. The results showed that negative mood positively related to interpersonal deviance and services sabotage. Moreover, when employees experienced more control recovery experience after the break, the relationship between negative mood and services sabotage became weaker. Finally, according to the results of this study, we discussed theoretical implication and managerial suggestions.