惡質顧客行為與員工工作行為之影響—以社會交換理論之觀點

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恶质顾客行为与员工工作行为之影响—以社会交换理论之观点

The impact of dysfunctional customer behavior on employee's work behavior: The perspective of social exchange theory

吴静萍 , 硕士　　导师：谢琇玲　　

繁体中文

社会交换理论；恶质顾客行为；服务破坏；服务导向组织公民行为；情绪调节； social exchange theory ； dysfunctional customer behavior ； service sabotage ； service-oriented organizational citizenship behaviors ； emotion regulation

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摘要 │ 参考文献 (72) │ 国际计量

摘要〈TOP〉

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Today's service environment emphasizes customer first, and it is important to provide meticulous service for customer. So customers have greater power, and they take it for granted. In consequence, some customers interact with employee with more negative behaviors. Although past researches have demonstrated that employees deal with dysfunctional customer with service sabotage behavior. However, is dysfunctional customer behavior boud to bring negative impact? Is it possible that the employees interacting with the dysfunctional customer do service-oriented organizational citizenship behaviors? Therefore, the study focues on the issue in constrast to previous studies. 
    This study is based on social exchange theory. However, under social exchange theory, its premise is assumed that people are rational and kind. But dysfunctional customer behaviors model are not good will and irrational. Therefore, this study adds the social exchange process by Lawler and Thye (1999) to supplement the part of Blau (1964) social exchange relations as the main theoretical basis of this study.
    This study aims at the front-line staff of Taiwan's service industries. The study discusses the interaction between dysfunctional customers’ behaviors and employees’ behaviors, and explores the mediating effect of negative affect and the moderating effect of emotion regulations. This study used questionnaire survey and a total of 490 valid questionnaires were issued. The questionnaire was developed by the experts and gradually revised and compiled.
The research findings were as follows. The dysfunctional customer behavior had positive effect on the negative emotion. The negative affect was partially mediated relationship between dysfunctional customer behavior and service sabotage, and was complete mediated relationship between dysfunctional customer behavior and service-oriented organizational citizenship behaviors. Finally, the reappraisal of emotion regulate absolutely did not moderate the relationship between negative emotion and service sabotage, and neither the relationship between negative emotion and service-oriented organizational citizenship behaviors. The suppression of emotion regulate moderate the relationship between negative emotion and service sabotage, so as the relationship between negative emotion and service-oriented organizational citizenship behaviors. The research recommendations are provided as follows: (1) to pay more attention on employee’ work emotion; (2) to provide professional training with emotion management; (3) to provide the ways of relief and the performance incentive.

参考文献 ( 72 ) 〈TOP〉

林钲棽、萧淑月、何慧清 (2005)。社会交换理論观点下组织支持、组织知識分享行为与组织公民行为相关因素之研究：以信任与关系为分析切入点。人力资源管理学报，5(1)，77- 110。
连结：
林钲棽、彭台光 (2012)。组织研究的中介检测:缘起、争议、研究设计和分析。管理学报，29(4)，333-354。
连结：
翁良杰、赖薏筑、李怡静 (2010)。过犹不及之失：主管与部属间交换关系与服务导向组织公民行为间曲线关系之研究。人力资源管理学报，10(1)， 29-52。doi: 10.6147/jhrm.2010.1001.02
连结：
高淑珍、王麒富 (2012)。以社会交换理论修正模式探讨知识社群之持续使用意愿。资讯与管理科学，5(2)，32-48。
连结：
高凤霞、郑伯埙、黄敏萍 (2015)。近朱者不赤，近墨者必黑？—第一线服务人员的同侪效应及德行领导与个人自尊的调节效果。中华心理学刊，57(2)，155-176。doi: 10.6129/cjp.20150309
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使用DOI作为永久连结

引用含有DOI的文献

DOI可强化引用精确性、增强学术圈连结，并给予使用者跨平台的良好使用经验，目前在全世界已有超过五千万个对象申请DOI。 如想对DOI的使用与概念有进一步了解，请参考 （ ） 。

DOI可强化引用精确性、增强学术圈连结，并给予使用者跨平台的良好使用经验，目前在全世界已有超过五千万个对象申请DOI。如想对DOI的使用与概念有进一步了解，请参考（）。