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研究生:黃紜毓
研究生(外文):Yun-Yu Huang
論文名稱:負向顧客事件頻次與員工工作滿意度間關係之探討
論文名稱(外文):The Relationship between Frequency of Negative Customer Events and Employee's Job Satisfaction
指導教授:陳建丞陳建丞引用關係
指導教授(外文):Chien-Cheng Chen
口試委員:廖森貴、葛建培
口試日期:2016-05-27
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:經營管理系碩士班
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
畢業學年度:104
語文別:中文
中文關鍵詞:負向顧客事件頻次、負向情感特質、團隊服務氣候、服務領導、工作滿意度
外文關鍵詞:Frequency of Negative Customer EventsNegative AffectivityClimate for ServiceServant LeadershipJob Satisfaction
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  • 被引用被引用:1
  • 點閱點閱:102
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近年來的研究開始關心顧客行為表現對於員工所造成的影響,尤其是與顧客有關的負向事件,如顧客抱怨或是顧客攻擊等,有關負向顧客的研究日益增加,本研究延伸過去的研究,主要目的在探討負向顧客事件頻次對員工工作滿意度的影響。為了更符合真實情況和增加樣本的類推性,本研究施測方式採用實地法,樣本對象為與顧客有互動之員工並不限產業,有效樣本共計100份。結果證實負向顧客事件頻次與員工工作滿意度呈負向的關係,且負向情感特質高的員工,負向顧客事件頻次與員工工作滿意度之負向關係會增強。
Recently, the research about negative customer is increasing. This study extends previous studies, the primary purpose of this article was to investigate whether the frequency of negative customer events will impact employee’s job satisfaction. In order to conform to the actual situation and increase the sample of analogy, this study is based on field research. The sample objects were employees who had interaction with customers and not limit to industry. Data were collected from 100 employees. The results indicated that the frequency of negative customer events and employee’s job satisfaction was negative relationship. Furthermore, when employee have higher degree of negative affectivity, the negative relationship between the frequency of negative customer events and employee’s job satisfaction will be enhance.
摘 要 i
ABSTRACT ii
誌 謝 iii
目 錄 iv
表目錄 vi
圖目錄 vii
第一章 緒論 1
1.1 研究動機 1
1.2 研究目的 3
1.3 研究流程 3
第二章 文獻探討 5
2.1 負向顧客事件頻次 5
2.2 員工工作滿意度 7
2.3 負向顧客事件頻次與員工工作滿意度間關係 9
2.4 負向情感特質 10
2.5 負向情感特質對負向顧客事件頻次與員工工作滿意度之間的干擾效果 12
2.6 團隊服務氣候 14
2.7 團隊服務氣候對負向顧客事件頻次與員工工作滿意度之間的干擾效果 15
2.8 服務領導 16
2.9 服務領導對負向顧客事件頻次與員工工作滿意度之間的干擾效果 18
2.10 控制變數 19
2.10.1 知覺主管支持 19
2.10.2 組織公平 21
第三章 研究方法 24
3.1 研究架構 24
3.2 研究假設 24
3.3 研究對象與施測流程 25
3.4 研究變數與衡量 28
3.4.1 負向顧客事件頻次 28
3.4.2 工作滿意度 28
3.4.3 負向情感特質 29
3.4.4 團隊服務氣候 29
3.4.5 服務領導 30
3.4.6 控制變數 30
3.4.6.1 正向情感特質 30
3.4.6.2 知覺主管支持 30
3.4.6.3 組織公平 31
3.5 統計方法 31
第四章 研究結果 32
4.1 效度分析 32
4.2 相關分析 34
4.3 迴歸分析 35
第五章 研究結論與建議 39
5.1 研究結果與討論 39
5.1.1 與預期結果相符 39
5.1.2 與預期結果不符 40
5.2 理論與實務意涵 41
5.3 研究限制 42
5.4 未來研究建議 44
5.5研究結論 44
參考文獻 45
附錄-問卷 57
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