科技部專題研究計畫主持人
MOST 104-2410-H-020-016-SSS
顧客-員工情緒能力及風險尋求傾向配適對顧客不文明行為之影響
A study of antecendents of customer incivility: The role of customer-employee emotional intelligence and risk-seeking proclivity fit
科技部
Ministry of Science and Technology
國立屏東科技大學
企業管理系
賴鳳儀,林鉦棽
Lai, Fong-Yi,Lin, Cheng-Chen
國立屏東科技大學企業管理系,國立屏東科技大學企業管理系
Department of Business Administration, National Pingtung University of Science and Technology,Department of Business Administration, National Pingtung University of Science and Technology
賴鳳儀
副教授
087703202轉7692
fylai@mail.npust.edu.tw
計畫執行期間起:2015-08-01
計畫執行期間迄:2016-07-31
2015-12-01
2016-02-29
服務業從業員工與顧客
1
004
01
顧客不文明, 情緒能力, 風險尋求傾向適配
customer incivility, emotional intelligence, risk-seeking proclivity fit
近年來,組織和服務行為的相關研究開始關注有關員工-顧客互動過程雙方情緒、行為、或者態度如何彼此,以及相關後果對於服務結果或員工態度與行為的影響。顧客不文明行為(customer incivility),也就是較不明顯的顧客偏差行為是服務人員業者平日工作常面對的狀況,顧客不文明行為對服務人員與組織的影響相關研究仍在探索階段,而有關顧客不文明行為的前因與後果的理論網絡,不論事實徵或是理論討論也仍十分有限。以顧客-員工互動角度討論顧客不文明行為的更是稀少。基於上述,本研究計畫結合腳本理論(script theory)以及特質相似性效應(similarity effect),探討服務業員工在情緒勞務工作過程與顧客互動時,雙方在情緒能力與風險尋求傾向(risk-seeking proclivity)的對偶適配性(dyadic fit),對於服務品質認知及顧客不文明行為的影響。其中,情緒能力與風險尋求傾向為自變項,情緒勞務為調節變項,服務品質為中介變項,顧客不文明行為為依變項。 本研究以配對問卷方式,針對台南、高雄、及屏東都會區針對餐飲與百貨服務業的第一線服務人員和他們的顧客,進行資料收集,每一組有效問卷包含一位位服務人員以及4-5位他所服務的顧客問卷。共計回收有效問卷156組(包含156位員工以及779位顧客問卷)。經以Mplus 7.0進行假設驗證,結果發現本研究提出的八項假設,僅有三項獲得支持。獲得支持的假設為:(1)員工的情緒智能對於服務品質具有正向關聯(2)服務品質中介員工情緒智能與顧客不文明行為間的關係(3)服務品質中介員工尋求風險傾向與不文明行為的關係。而本研究提出的主要理論基礎—特質相似性效應對於服務品質以及顧客不文明行為的影響,全部都不成立。整體而言,研究結果並沒有達到計畫預期目標。綜合而論,在服務業的環境裡,相對於顧客特質,員工特質對於服務績效相關的後果扮演較具有影響角色。針對本研究所得到的實徵結果,提出相關的討論與建議。
One of the emerging issues in organizational behavior and service behavior research is how customer negative emotion, behavior, and attitude effect on frontline employees and the service outcomes. Prior research in the previous studies discussions are either from the perspective of employee or customers, limited research integrated both in the same study. Further, there is also very limited research use emotional labor into customer domain. Because customer and service employees are interacting in the service delivery process, this study used script theory and similarity effect as theoretical foundation to examine customer-employee emotional intelligence (EI) and risk-seeking fits’ role in the service quality and customer incivility. We also tested EI and risk-seeking proclivity of customer and service employees separately, in order to compare their effects on service quality and customer incivility. Quantitative research includes dyadic questionnaires to frontline employees and their customers in hospitality and department stores were collected. In total, 156 employees and 779 customers participated in this study. Hypotheses testing utilized Mplus7.0 for statistical analyses. Major findings are: (1) Employees’ EI positively predicts service quality. (2) Service quality mediates the relationship between employee EI and customer incivility. (3) Service quality mediates the relationship between employee risk-seeking proclivity and customer incivility. Unfortunately, the major assumption of this research—trait similarity effects were not significant. Based on the research findings, we provide some academic and practical implications.
否,無直接識別資料
除檢查有無可識別個人身份資料外,另檢查個案編號是否重複、變項及選項數值說明是否與問卷一致或未被定義,發現前述狀況時,將於確認後協助修改。
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