顧客嚴苛度對從業人員工作壓力之探討－以醫學美容從業人員為例

The Investigation of Job Stress from Demanding Customers-The Samples from Aesthetic Medicine Employees

10.53106/181345482022091602002

陳國全(Kuo-Chuan Chen)；周建亨(Chien-Heng Chou)；盧嬿伃(Yen-Yu Lu)

顧客嚴苛度 ； 聚焦問題因應策略 ； 聚焦情緒因應策略 ； 工作壓力 ； customer demandingness ； problem-focused coping ； emotion-focused coping ； job stress

多國籍企業管理評論

16卷2期（2022 / 09 / 01）

107 - 132

繁體中文;英文

本研究旨在探討醫美從業人員遭遇嚴苛顧客之因應策略及其後續對工作壓力之影響。本研究主要依據壓力因應理論，探討從業人員所採取聚焦問題之因應策略及聚焦情緒之因應策略對嚴苛顧客與工作壓力之間關係的中介作用。本研究資料係來自於醫學美容單位現職員工共計293份有效問卷。研究結果發現：一、顧客嚴苛度與工作壓力之間存在正向關係；二、聚焦問題之因應策略對於顧客嚴苛度與工作壓力之間的關係具有中介作用；三、聚焦情緒之因應策略對於顧客嚴苛度與工作壓力之間的關係具有中介作用。最後，依據本研究之實證結果提出相關實務意涵，並進而提出後續研究方向之建議。

The purpose of this study is to investigate the job stress and feeling, which aesthetic medicine employees face from demanding customers. In addition, problem-focused coping and emotion-focused coping as mediators of this study. The questionnaires were issued to aesthetic medicine employees and collected back valid 293 ones which were analyzed by SPSS 22. The results are: (1) customer demandingness have the positive relationship with job stress. (2) Problem-focused coping is the mediator of customer demandingness and job stress. (3) Emotion-focused coping is the mediator of customer demandingness and job stress. Finally, giving managerial implications and recommendations by this studying and then providing follow-up research.

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