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研究生:黃啟穆
研究生(外文):Huang, Chi-Mu
論文名稱:奧客、員工內部服務補救與脈絡績效關係之研究
論文名稱(外文):A Study On Relationships Among Customer From Hell, Internal Service Recovery And Contextual Performance
指導教授:洪世雄洪世雄引用關係蔡敦崇蔡敦崇引用關係
指導教授(外文):Hung, Shih-HsiungTsai, Tui-Chung
口試委員:洪世雄蔡敦崇周建亨李宗愷
口試委員(外文):Hung, Shih-HsiungTsai, Tui-ChungChou, Chien-HengLi, Chung-Kai
口試日期:2012-06-22
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:125
中文關鍵詞:奧客脈絡績效內部服務補救
外文關鍵詞:Customer From HellContextual PerformanceInternal Service Recovery
相關次數:
  • 被引用被引用:10
  • 點閱點閱:1146
  • 評分評分:
  • 下載下載:348
  • 收藏至我的研究室書目清單書目收藏:3
在「顧客至上」的現代企業典範下,難纏顧客的問題似乎被刻意忽略。以往在服務接觸與顧客的相關研究上,學者們大多從「顧客」的角度進行分析,很少由「員工」的角度來思考問題。在現實世界中,存在著許多行為偏差的消費者,他們可能是極度的不可理喻,也可能是莫名的歇斯底里,也或者是無來由的囂張跋扈。而這種給企業、員工以及他顧客帶來麻煩的消費者,我們常稱他們為「奧客」。本研究以奧客為自變項、脈絡績效為依變項、內部服務補救為干擾變項,探討其間關係,以釐清變項間關係。通過數據分析,本研究希望提供理論意涵以及發掘在人力資源領域上有待改善或促進之處。
本研究以第一線服務人員為主體,採隨機抽樣發放問卷方式,共發出360份問卷,有效問卷283份,有效問卷率為78.6%。
本研究結果發現,奧客與員工之脈絡績效呈現顯著負相關。內部服務補救在奧客對脈絡績效的影響中具有干擾效果。
針對研究發現,本研究進行分析與討論,提出研究建議,以供未來相關領域研究以及實務應用上的參考。

Due to the “Customer Foremost” has been the aim of model service in the enterprise of nowadays, the problem of Customer from hell seems to be ignored. Early theory and research on service encounter has been focused on the perspective from customer, few to consider the issue from the perspective of employee. In fact, there are many misbehaviors are caused by the customer, who may be unreasonable, arrogant, despotic, or inexplicable hysteria. We call the “Customer from Hell” to refer to a customer who deliberately act in a thoughtless or abusive manner, causing problem to the firm, employees, or other customers. This study aims to clarify the relationship among variables. Customer from hell was defined as independent variables, while the dependent variable is the employee’s contextual performance. Besides, internal service recovery is considered to be the moderating variable. Through data analysis, this study hopes to provide theoretical background and to provide discover suggestions and improvement in the human resource field. In this study, 360 questionnaires were issued to customer service personnel and 360 were collected. Among them, 283 questionnaires were valid. The percentage of the validation was 78.6%. Empirical results declares that, first, customer from hell have a negative impact on contextual performance. Second, the internal service recovery is moderating the relationship between the customer from hell and the contextual performance. In addition, the theoretical and managerial implications, limitations and future research questions based on the findings and suggestions for future research are provided.
中文摘要 ..................... iii
英文摘要 ..................... iv

誌謝辭 ..................... vi
內容目錄 ..................... vii
表目錄 ..................... ix
圖目錄 ..................... xii

第一章 緒論................... 1
第一節 研究背景............... 1
第二節 研究問題............... 2
第三節 研究目的............... 4
第四節 研究流程............... 4
第二章 文獻探討................. 6
第一節 奧客................. 6
第二節 內部服務補救............. 15
第三節 脈絡績效............... 30
第四節 各變項間關係及假設.......... 40
第三章 研究方法................. 46
第一節 研究架構............... 46
第二節 研究假設............... 46
第三節 各變數之操作性定義.......... 47
第四節 量表設計............... 48
第五節 問卷設計............... 54
第六節 資料分方法.............. 55
第四章 研究結果與分析.............. 58
第一節 樣本及各變項之敘述性統計分析..... 58
第二節 因素分析............... 62
第三節 信度分析............... 70
第四節 個人屬性之變異數分析......... 71
第五節 變項間之相關分析........... 76
第六節 變項間之迴歸分析........... 78
第七節 內部服務補救之干擾效果分析...... 81
第五章 結論與建議................ 94
第一節 研究結論............... 94
第二節 研究涵義............... 97
第三節 研究限制............... 99
第四節 未來研究建議............. 100
參考文獻 ..................... 101
附錄 研究問卷................. 118

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