航空公司人員的顧客關聯社會壓力源及其心理資本

The effects of airline employees' customer-related social stressors and psychological capital

韓明娟(Ming-Chuan Han)；黃品全(Pin-Chyuan Hwang)；王堅楚(Chien-Chu Wang)

顧客關聯社會壓力源 ； 離職前行為 ； 心理資本 ； 工作要求-資源模式 ； Customer-related social stressors ； Pre-quitting behavior ； Psychological capital ； Job demand-resources model

休憩管理研究

4卷1期（2017 / 08 / 01）

1 - 14

繁體中文

顧客關聯壓力源逐漸受到餐旅界學者們的關注，然而，顧客關聯壓力源對離職前行為與服務破壞之間關係卻仍鮮有研究探討。本研究以工作要求-資源理論之觀點，分別闡釋顧客關聯壓力源對離職前行為與服務破壞之間關係。此外，本研究亦檢視心理資本在上述關係中的調節作用。從209份航空公司地勤服務人員與其直屬主管的配對問卷結果證實，顧客關聯壓力源對離職前行為呈正向關係，與服務破壞無關。研究結果更進一步顯示，心理資本可調節顧客關聯壓力源對離職前行為與服務破壞之間的正向關係；亦即，當心理資本愈高，顧客關聯壓力源對離職前行為與服務破壞之間的正向關係將被弱化。最後，研究結論亦提供理論與實務貢獻。

Literature on customer-related social stressors has gradually drawn hospitality researchers' attention. However, the relationships among customer-related social stressors, pre-quitting behavior and service sabotage has not been scarcely discussed. Based on the Job Demand-Resources model (JD-R model), this research aims to explore the effects of customer-related social stressors on pre-quitting and service sabotage behavior, respectively. In addition, we examine the moderating role of psychological capital in the above-mentioned relationships. Results from 209 supervisor-subordinate matched data from airline companies in Taiwan showed that customer-related social stressors was positively related to pre-quitting behavior and thus, provide new evidence for how the relationship between customer-related social stressors and pre-quitting behavior can be explained. Findings further indicated that psychological capital moderated the relationship between customer-related social stressors and pre-quitting behavior. The positive relationship between customer-related social stressors and pre-quitting was weaker when psychological capital was higher than lower. We discuss theoretical and practical implications of our findings and provide suggestions for future research.

1. Aiken, L. S.,West, S. G.(1991).Multiple regression: Testing and interpreting interactions.Newbury Park, CA:Sage.
2. Avey, J. B.,Luthans, F.,Youssef, C. M.(2010).The additive value of positive psychological capital in predicting work attitudes and behaviors.Journal of Management,36(2),430-452.
3. Avey, J. B.,Reichard, R. J.,Luthans, F.,Mhatre, K. H.(2011).Meta-analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance.Human resource development quarterly,22(2),127-152.
4. Bakker, A. B.,Demerouti, E.(2007).The job demands-resources model: State of the art.Journal of Managerial Psychology,22(3),309-328.
5. Bandura, A.(1982).Self-efficacy mechanism in human agency.American Psychologist,37(2),122-147.
6. Bettencourt, L. A.,Brown, S. W.(2003).Role stressors and customer-oriented boundary-spanning behaviors in service organizations.Journal of the Academy of Marketing Science,31(4),394-408.
7. Browning, V.(2008).An exploratory study into deviant behaviour in the service encounter: How and why front-line employees engage in deviant behaviour.Journal of Management & Organization,14(04),451-471.
8. Choi, C. H.,Kim, T. T.,Lee, G.,Lee, S. K.(2014).Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance.International Journal of Hospitality Management,36,272-285.
9. Crawford, E. R.,LePine, J. A.,Rich, B. L.(2010).Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test.Journal of Applied Psychology,95(5),834-848.
10. Demerouti, E.,Bakker, A. B.,Nachreiner, F.,Schaufeli, W. B.(2001).The job demands-resources model of burnout.Journal of Applied Psychology,86(3),499-512.
11. Dormann, C.,Zapf, D.(2004).Customer-related social stressors and burnout.Journal of Occupational Health Psychology,9(1),61.
12. Gardner, T. M.,Van Iddekinge, C. H.,Hom, P. W.(2016).If You’ve Got Leavin’on Your Mind The Identification and Validation of Pre-Quitting Behaviors.Journal of Management
13. Grandey, A. A.,Dickter, D. N.,Sin, H. P.(2004).The customer is not always right: Customer aggression and emotion regulation of service employees.Journal of Organizational Behavior,25(3),397-418.
14. Grandey, A. A.,Kern, J. H.,Frone, M. R.(2007).Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor.Journal of occupational health psychology,12(1),63.
15. Harris, E. G.,Artis, A. B.,Walters, J. H.,Licata, J. W.(2006).Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis.Journal of Business Research,59(4),407-415.
16. Harris, L. C.,Ogbonna, E.(2009).Service sabotage: The dark side of service dynamics.Business Horizons,52(4),325-335.
17. Harris, L. C.,Ogbonna, E.(2002).Exploring service sabotage the antecedents, types and consequences of frontline, deviant, antiservice behaviors.Journal of Service Research,4(3),163-183.
18. Harris, L. C.,Reynolds, K. L.(2003).The consequences of dysfunctional customer behavior.Journal of Service Research,6(2),144-161.
19. Hom, P. W.,Kinicki, A. J.(2001).Toward a greater understanding of how dissatisfaction drives employee turnover.Academy of Management Journal,44(5),975-987.
20. Hom, P. W.,Mitchell, T. R.,Lee, T. W.,Griffeth, R. W.(2012).Reviewing employee turnover: focusing on proximal withdrawal states and an expanded criterion.Psychological bulletin,138(5),831.
21. Karatepe, O. M.,Haktanir, M.,Yorganci, I.(2010).The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion.The Service Industries Journal,30(9),1565-1579.
22. Luthans, F.,Avey, J. B.,Clapp-Smith, R.,Li, W.(2008).More evidence on the value of Chinese workers' psychological capital: A potentially unlimited competitive resource?.The International Journal of Human Resource Management,19(5),818-827.
23. Luthans, F.,Avolio, B. J.,Avey, J. B.,Norman, S. M.(2007).Positive psychological capital: Measurement and relationship with performance and satisfaction.Personnel Psychology,60(3),541-572.
24. Luthans, F.,Norman, S. M.,Avolio, B. J.,Avey, J. B.(2008).The mediating role of psychological capital in the supportive organizational climate—employee performance relationship.Journal of Organizational Behavior,29(2),219-238.
25. Luthans, F.,Youssef, C. M.(2007).Emerging positive organizational behavior.Journal of Management,33(3),321-349.
26. Norman, S. M.,Avolio, B. J.,Luthans, F.(2010).The impact of positivity and transparency on trust in leaders and their perceived effectiveness.The Leadership Quarterly,21(3),350-364.
27. Raub, S.,Liao, H.(2012).Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.Journal of Applied Psychology,97(3),651-667.
28. Robinson, S. L.,Bennett, R. J.(1997).Workplace deviance: Its definition, its manifestations, and its causes.Research on negotiation in organizations,:
29. Rupp, D. E.,Spencer, S.(2006).When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions.Journal of Applied Psychology,91(4),971.
30. Skarlicki, D. P.,Van Jaarsveld, D. D.,Walker, D. D.(2008).Getting even for customer mistreatment: the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage.Journal of Applied Psychology,93(6),1335.
31. Stamper, C. L.,Johlke, M. C.(2003).The impact of perceived organizational support on the relationship between boundary spanner role stress and work outcomes.Journal of Management,29(4),569-588.
32. Vroom, V. H.(1964).Work and motivation.New York:Wiley.
33. Wallace, E.,De Chernatony, L.(2008).Classifying, identifying and managing the service brand saboteur.The Service Industries Journal,28(2),151-165.
34. Wang, M.,Liao, H.,Zhan, Y.,Shi, J.(2011).Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives.Academy of Management Journal,54(2),312-334.

1. 賴儀娟,陳殷哲(2021)。角色壓力與職場退縮傾之研究－以心理資本為調節變項。中華行政學報，28，45-77。
2. 鄭瀛川,宋承岷(2021)。台灣心理資本研究之回顧與前瞻。臺灣諮商心理學報，9(1)，1-30。