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研究生:洪藝玲
研究生(外文):Hung Yi-Lin
論文名稱:服務氣候與員工對顧客偏差行為:顧客負向事件與知覺組織支持之調節角色
論文名稱(外文):Service Climate and Deviant Behavior Toward Customer:The Moderating Effects of Customer Negative Events and Perceived Organizational Support
指導教授:董玉娟董玉娟引用關係
指導教授(外文):Tung, Yu-Chuan
口試委員:陳必碩李俊賢
口試委員(外文):Chen, Pi-SoLee, Chun-Hsien
口試日期:2015-06-04
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:83
中文關鍵詞:服務氣候員工對顧客偏差行為顧客負向事件知覺組織支持
外文關鍵詞:Service ClimateDeviant Behavior Toward CustomerCustomer Negative EventsPerceived Organizational Support
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  隨著台灣服務業的蓬勃發展,組織對員工與顧客關係的經營日益受到重視。本研究主要探討組織塑造之服務氣候對員工在顧客偏差行為上的影響,並加入顧客負向事件與知覺組織支持為調節變項,進一步探討可能影響服務氣候與員工對顧客偏行為間關係的變數。
  本研究以南部某服務導向組織之第一線服務員工為主要研究對象,總共發放300份問卷,回收274份,有效問卷為230份。研究結果顯示,服務氣候對員工對顧客偏差行為具有負向影響效果;顧客負向事件對服務氣候與員工對顧客偏差行為間關係具調節效果;知覺組織支持對服務氣候與員工對顧客偏差行為間關係無調節效果。針對上述研究結果,討論本研究之研究限制、未來研究方向、與管理實務建議。


  With the rapid growth of Taiwan's service industry, organizations have been paid much attention to the relationship between employees and customers. This study explores the effect of service climate from organization on deviance behavior toward customer, with customer negative events and perceived organizational support as moderators.
  This study focus on frontline service employees in service-orientation organization, the researcher sent out 300 questionnaires and received 274 back with 230 valid. The finding showed that: service climate has negative effect on deviance behavior toward customer. Moreover, customer negative events have the moderating effect on service climate and deviance behavior toward customers. However, perceived organizational support has no moderating effect on service climate and deviance behavior toward customer. Based on the findings, this study presents limitations, suggestions for future research direction and managerial implications.

摘 要 I
Abstract II
謝誌 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究流程 5
第二章 文獻探討 6
第一節 服務氣候 6
第二節 員工對顧客偏差行為 13
第三節 顧客負向事件 24
第四節 知覺組織支持 31
第五節 各變項間關係 37
第三章 研究方法 41
第一節 研究架構 41
第二節 研究假設 42
第三節 操作型定義與研究工具 43
第四節 研究對象與資料蒐集過程 48
第五節 資料分析方法 49
第六節 量表因素分析及信度分析 51
第四章 資料分析與結果 55
第一節 敘述性統計 55
第二節 樣本描述性統計 56
第三節 相關分析 59
第四節 迴歸分析 62
第五節 調節效果之分析 63
第六節 研究假設驗證 66
第五章 結論與建議 67
第一節 研究結論 67
第二節 管理意涵與實務建議 69
第三節 研究限制與後續研究建議 71
參考文獻 73
一、中文文獻 73
二、西文文獻 75

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