消費者無禮行為與運動俱樂部員工之工作敬業和工作滿意度：知覺組織支持的調節

運動服務產業中消費者無禮行為並不少見，且可能影響服務人員的工作狀態。目的：本研究以運動健身俱樂部員工為研究對象，建構消費者無禮行為、工作滿意度、工作敬業三面向（活力、奉獻、投入）與知覺組織支持間的關聯。方法：以臺灣運動健身俱樂部之從業人員為調查對象，透過滾雪球抽樣，邀請受試者於網路問卷平台Qualtrics填答問卷，回收有效問卷202份。結果：當運動服務產業第一線服務人員遭遇消費者無禮行為的頻繁程度越高，其活力、奉獻及工作滿意度就越低；工作敬業的三個面向中，僅奉獻可以完全中介消費者無禮行為與工作滿意度之間關係。此外，奉獻對消費者無禮行為和工作滿意度之間關係的中介效果僅在高知覺組織支持員工群體中有顯著；在低組織支持員工身上，消費者無禮行為則是直接削減工作滿意度，並不透過奉獻之中介機制。結論：消費者無禮行為會消磨從業人員的敬業精神，進而導致員工對自身工作不滿，但組織支持能有效緩衝消費者無禮行為的負面衝擊。建議運動服務產業組織應強化組織支持機制，確保員工工作滿意度不受消費者無禮行為影響。

關鍵字

消費者無禮行為；工作敬業；工作滿意度；知覺組織支持

並列摘要

Customer mistreatment is common in the sports service industry, likely causing adverse effects on frontline employees. Purpose: This study explored the relationships among customer mistreatment, three dimensions of work engagement (vigor, dedication, absorption), job satisfaction, and perceived organizational support (POS). Method: Frontline employees from sports centers and fitness gyms in Taiwan were invited to answer a Qualtrics questionnaire containing items to measure the aforementioned constructs. Using snowballing sampling, we collected 202 usable responses. Results: Customer mistreatment significantly reduced employees' vigor, dedication, and job satisfaction. However, only dedication was found to mediate the relationship between customer mistreatment and job satisfaction. Furthermore, this indirect mediation effect was significant only for high POS employees, while customer mistreatment had a direct effect on job satisfaction of low POS employees. Conclusion: Customer mistreatment reduces frontline employees' work engagement, leading to lower job satisfaction. However, POS could effectively attenuate the adverse impact of customer mistreatment on job satisfaction. Hence, sports service organizations should provide more support for the frontline employees as a buffer against the detrimental effects of customer mistreatment.

並列關鍵字

customer mistreatment ； work engagement ； job satisfaction ； perceived organizational support

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