知覺社會賦閒與服務績效之關係

Examining the Linking Social Loafing and Service Performance

10.29423/JSRR.201712_12(2).01

葉晶雯(Ching-Wen Yeh)

社會賦閒 ； 負面心情 ； 情緒耗竭 ； 服務績效 ； 主管支持 ； perceived social loafing ； negative group affective tone ； emotional exhaustion ； service performance ； perceived supervisor support

運動與遊憩研究

12卷2期（2017 / 12 / 01）

1 - 15

繁體中文

本研究旨在檢視知覺社會賦閒、負面團隊情感氛圍、情緒耗竭、主管支持與服務績效的關係。以台灣地區空服人員為問卷調查的對象，發出1000 份員工問卷，回收586份有效問卷，其中團隊成員498 份，88 份團隊組長問卷，問卷有效回收率58.6%。結果顯示：（一）社會賦閒正向影響負面團隊情感氛圍；（二）負面團隊情感氛圍正向影響情緒耗竭；（三）負面團隊情感氛圍負向影響服務績效；（四）情緒耗竭負向影響服務績效；（五）情緒耗竭部分中介負面團隊情感氛圍和服務績效之間的關係；（六）主管支持調節情緒耗竭與服務績效的關係。最後，依據研究結果提出服務管理的建議，以供航空服務業者參考。

This study of cabin service directors and flight attendants analyzed information from different sources to examine relationships among perceived social loafing, negative group affective tone, emotional exhaustion, perceived supervisor support and service performance. A total of 1000 questionnaires were distributed, and 586 valid questionnaires were returned, including 498 from team members and 88 from team leaders, yielding a valid response rate of 58.6 percent. The research results demonstrated that: 1. Perceived social loafing positively influences negative group affective tone; 2. Negative group affective tone positively influences emotional exhaustion; 3. Negative group affective tone negatively influences service performance; 4. Emotional exhaustion negatively influences service performance; 5. Emotional exhaustion partially mediates the relationship between negative group affective tone and service performance; 6. perceived supervisor support moderates the relationship between emotional exhaustion and service performance. Based on these results, suggestions regarding service management are presented as a reference for airlines.

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