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研究生:陳珈均
研究生(外文):CHEN,CHIA-CHUN
論文名稱:員工知覺支持對顧客無禮對待 在員工情緒勞務與服務導向組織公民行為關係之研究
論文名稱(外文):The impacts of employee perceived support on the relationships among customer mistreatment, emotional labor, and service-oriented organizational citizenship behavior.
指導教授:李俊賢李俊賢引用關係
指導教授(外文):LEE, CHUN-HSIEN
口試委員:譚大純陳必碩李俊賢
口試委員(外文):TAN, TA-CHUNCHEN, PI-SHUOLEE, CHUN-HSIEN
口試日期:2017-06-08
學位類別:碩士
校院名稱:國立高雄師範大學
系所名稱:人力與知識管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:69
中文關鍵詞:顧客無禮行為情緒勞務服務導向組織公民行為知覺支持
外文關鍵詞:Customers mistreatmentemotional labourservice-oriented organizational citizenshipperceived support
相關次數:
  • 被引用被引用:3
  • 點閱點閱:157
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:3
本研究旨在探討第一線服務人員之知覺支持與顧客無禮行為對其情緒勞務與服務導向組織公民行為之影響,依據情感事件理論模型作為理論基礎。使用網路問卷調查法的方式,針對307位與顧客面對之第一線服務人員為研究對象,研究結果顯示,第一線服務人員的虛假正向情緒對於顧客無禮行為和服務導向組織公民行為有中介作用;當第一線服務人員知覺到同事支持會調節壓抑負向情緒與服務導向公民行為的關係。
The purpose of this study is to investigate the impacts of the first line service staff employee perceived support on the relationships among customer mistreatment, emotional labor, and service-oriented organizational citizenship behavior and the theoretical model based on the Affective Events Theory. Using quantitative methods to analysis, there are 307 effective samples. the results show that the first line of service staff false positive emotions for the customer mistreatment and service-oriented organizational citizenship behavior has a mediating role; when the first line of service staff to perceive the support of co-worker will moderating effect on the suppress negative emotions and service-oriented citizenship behavior.

第壹章、緒論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 4
第貳章、文獻探討 5
第一節 情感事件理論 5
第二節 顧客無禮行為 8
第三節 情緒勞務 13
第四節 服務導向組織公民行為 16
第五節 知覺支持 18
第參章、研究方法 27
第一節 研究架構與假設 27
第二節 研究假設 28
第三節 研究對象與工具 28
第四節 資料分析方法 30
第肆章 研究結果與分析 31
第一節 描述性統計分析 31
第二節 差異性分析 35
第三節 相關分析 44
第四節 中介效果 47
第五節 調節效果 50
第伍章 結論與建議 54
第一節 研究結論 54
第二節 管理意涵與建議 58
第三節 研究建議與限制 59
參考文獻 60
表次
表2- 1 國外學者對社會支持所下的定義彙整表 19
表4- 1 研究對象描述性統計分析整理 34
表4- 2 不同性別對不同構面之獨立t檢定差異分析 36
表4- 3 超時加班對不同構面之獨立t檢定差異分析 37
表4- 4 組織大小對不同構面之獨立t檢定差異分析 38
表4- 5 教育程度對不同構面之獨立t檢定差異分析 40
表4- 6 不同年齡在不同構面之差異分析 41
表4- 7 不同服務年資在不同構面之差異分析 43
表4- 8 研究變數平均數、標準差及相關分析表 46
表4- 9「顧客無禮行為→壓抑負向情緒服務導向組織公民行為」之中介效果迴歸分析 49
表4- 10「顧客無禮行為→虛假正向情緒服務導向組織公民行為」之中介效果迴歸分析 49
表4- 11 虛假正向情緒、同事支持對服務導向組織公民行為之交互作用分析 52
表4- 12壓抑負向情緒、同事支持對服務導向組織公民行為之交互作用分析 53
表5- 1 假設結果統整表 54
圖次
圖3- 1 27
圖4- 1 同事支持與壓抑負向之調節圖 51

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