臺灣博碩士論文加值系統

服務業中第一線員工扮演的角色，往往被要求以客為尊，然而服務人員從事破壞行為卻極為常見。因此本研究運用迴歸模型，來探討道德決策過程、道德強度、道德氣候、道德哲學、員工滿足、情緒勞務、情緒智力、工作流動度，以及顧客滿意度與員工服務破壞意圖之間的因果關係。本研究以旅行社在職員工為研究對象，以網路發放及紙本問卷兩種形式，得到273份問卷，進行統計分析後，獲得以下結論：
1. 服務破壞判斷與服務破壞意圖有顯著正向關係。
2. 道德哲學對於道德決策過程中的知覺、判斷、意圖有顯著關係。
3. 道德氣候對道德決策過程中的判斷和意圖有顯著關係。
4. 員工滿足以及情緒智力與服務破壞意圖有負向關係，情緒勞務與工作流
動度則與服務破壞意圖有正向關係。
5. 服務破壞意圖則與顧客滿意度有負向關係。
由此可看出，服務人員的服務破壞行為可能存在，且會受到各種不同因素影響，而增加或減少其服務破壞之意圖。

Front line employees in service industry usually asked to serve their customers respectively; however, it is very common that frontline employee do sabotage behavior. Therefore this research use regression model to discuss the relationship between ethical decision process、ethical intensity、ethical climate、ethical ideologies、employee satisfaction、emotional labor、emotional intelligence、job liquidity、customer satisfaction and employee service sabotage intensions. This research takes travel agent for example, and collects questionnaires by internet and paper. By statistical analysis of 273 data gain the following result.
1. Service sabotage judgment positive related to service sabotage intension.
2. Ethical ideologies significantly related to ethical intension、judgment and intension.
3. Ethical climate significantly related to ethical judgment and ethical intension.
4. Employee satisfaction and emotional intelligence negatively related to service sabotage intension, emotion labor and job liquidity positively related to service sabotage intension.
5. Service sabotage intension negatively related to customer satisfaction.
Due to these result, service employee’s sabotage behavior probably exist, and affected by different factors, to increase or decrease their service sabotage intension.

第一章　緒論
第一節　研究背景與動機
第二節 研究目的
第三節 研究流程
第二章　文獻探討
第一節　服務破壞行為
第二節　道德決策過程
第三節　影響道德決策過程的相關因素
第四節　影響服務破壞意圖的相關因素
第五節　顧客滿意度
第三章　研究方法
第一節　研究架構
第二節　假設推論
第三節　問卷設計
第四節　抽樣方法
第五節　分析方法
第四章 研究結果與討論
第一節 回收樣本之各項分析
第二節 道德強度因素分析
第三節 相關分析
第四節 人口統計變數
第五章結論與建議
第一節 本研究之結論
第二節 管理意涵
第三節 研究限制
第四節 後續研究之建議
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