服務失誤、服務補救、工作滿意、組織承諾與處理反應關係之研究－服務端觀點

The Relationships among Service Error, Service Recovery, Job Satisfaction, Organizational Commitment and Coping Response

10.29735/SJEB.200803.0004

賴明政(Ming-Cheng Lai)

服務失誤 ； 服務補救 ； 工作滿意 ； 組織承諾 ； 處理反應 ； Service Error ； Service Recovery ； Job Satisfaction ； Organizational Commitment ； Coping Response

東吳經濟商學學報

60期（2008 / 03 / 01）

105 - 131

繁體中文

本研究針對國內流通連鎖加盟產業的209位現場服務作業人員進行實證研究，探討服務失誤及服務補救對服務人員工作滿意度、組織承諾及處理反應行為的可能影響，並進一步瞭解工作滿意及組織承諾的高低對處理反應行為的影響。經本研究的驗證發現工作滿意是重要的中介變數。服務失誤確會顯著地影響服務人員的工作滿意，當感到工作不滿意時會降低服務人員投入更多努力及尋求更多努力的意願，但卻會增加產生離職及曠職行為的可能性。而合宜的服務補救措施，會增進員工的工作滿意外，也會直接提昇服務人員更願投入工作，並接受更多的訓練。工作滿意會增進服務人員對組織的承諾，也會提昇其控制行為並降低逃離行為。然本研究所討論的議題，目前相關的研究尚屬缺乏，故經本研究修正的衡量量表及各項研究結論，尚需更多的驗證。

This study investigated service error, service recovery, organizational commitment, job satisfaction and coping response in a sample of 209 frontline employees in service industry. According the result of LISREL: 1. service error have no significant influence to organizational commitment; 2. service error have a significant negative influence 3. service recovery have significant influence organizational commitment, job satisfaction and control behavior; 4. job satisfaction have significant influence commitment and control behavior but negative influence escape behavior. Based on the results generated, there are some implications and suggestions will be offered for practices and academic field.

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