自暴自棄還是發奮圖強？從資源觀點探討員工面對相對負面顧客行為之反應

本研究目的為探討在員工個人遭遇的負面顧客行為和團隊中平均遭遇的負面顧客行為做比較（relative negative customer behavior, RNCB）後的員工反應。從社會比較（social comparison）、自我概念（self-concept）、和資源保存（conservation of resources theory）的觀點來看，當員工和同事比較下的負面顧客經驗相對高，組織中自尊（organization-based self-esteem）容易受到威脅，於是可能採取資源保護（resource protection）的手段來作為回應。另外，本研究也探討到組織支持（perceived organizational support）的調節效果：當員工的組織中自尊受到威脅時，若外在的資源充足（組織支持高），那麼員工會比較願意做出自我增強（self-enhancement）的嘗試，主動改善工作環境、尋求回饋、或者改善服務流程，也就是資源再投資（resource reinvestment）的做法。若外在資源不足（組織支持度不高），員工更容易傾向採取自我保護（self-protection）的手段，也就是逃避問題、減少在工作上的付出，甚至考慮離職。本研究以來自台灣北、中、南三區以及離島的449位護理人員（分屬於62個護理單位）做為研究對象。資料收集分三階段，並採用多項式迴歸（polynomial regression）與多層次迴歸（multilevel regression）分析來驗證假說。研究結果顯示，組織中自尊會中介RNCB和回饋趨避行為（feedback avoiding behavior）、工作漠視（job neglect）、離職意願（turnover intention）、工作塑造（job crafting）、以及服務公民行為（service-oriented organizational citizenship behavior）之間的關係。另外，資料結果顯示知覺組織支持會調節RNCB透過組織中自尊影響工作漠視和工作塑造的間接效果。當組織支持低時，RNCB越高的員工越會因為組織中自尊受到威脅而不做工作塑造的行為；但是，有趣的是RNCB對工作漠視的間接效果卻是在組織支持高時變得更強。相關的理論貢獻、實務意涵、研究限制、和未來研究方向皆於最後一章節進行討論。

關鍵字

相對負面顧客行為；組織中自尊；知覺組織支持；資源保存理論

並列摘要

This study aims to investigate employee reactions toward relative negative customer behavior (RNCB). Departing from the social comparison, self-concept, and the conservation of resources perspectives, I proposed that when employees’ organization-based self-esteem (OBSE) are threatened, they are more likely to engage in resource-protection. However, if individuals have additional resource to combat in adversities, they are more likely to reinvest. Accordingly, those who are cared for and supported by the organization should be less haunted by the threatened self-esteem experience and more likely to take actions in making improvements and engaging in self-enhancing strategies; in the contrary, those who lack sufficient organizational support are more likely to take avoidance/escape strategies to protect oneself from further harm (self-protective strategies). I tested the theoretical model with a sample of 449 nurses (nested in 62 groups) working in the north, central, south, and offshore islands of Taiwan. The data were collected over three time points across one year of time. Hypotheses were tested with polynomial and multilevel regression analyses. In sum, OBSE was found to mediate the relationships between RNCB and feedback avoiding behavior, job neglect, turnover intention, job crafting, and service-oriented citizenship behavior. Further, perceived organizational support (POS) was found to moderate the indirect effect of RNCB on job neglect and job crafting through organization-based self-esteem. When POS was low, employees with higher RNCB were less likely to pursue job-crafting behaviors. Interestingly, when POS was high, those experiencing higher RNCB were even more likely to neglect their job duties. Theoretical and practical implications, limitations, and directions for future research are offered in the last section of this thesis.

並列關鍵字

relative negative customer behavior ； organization-based self-esteem ； perceived organizational support ； conservation of resources theory

參考文獻

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自暴自棄還是發奮圖強？從資源觀點探討員工面對相對負面顧客行為之反應

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