政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/110902

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政大機構典藏 > 理學院 > 心理學系 > 期刊論文 > Item 140.119/110902

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題名:	Stressors, withdrawal, and sabotage in frontline employees: The moderating effects of caring and service climates.
作者:	郭建志 Kao, Feng-Hsia;Cheng, Bor-Shiuan;Kuo, Chien-Chih;Huang, Min-Ping
貢獻者:	心理系
日期:	2014-10
上傳時間:	2017-07-12 09:25:42 (UTC+8)
摘要:	In this study, we examine frontline employees in a multifoci approach for clarifying relationships between social stressors caused by supervisors, colleagues and customers, and turnover intentions, sick leave and service sabotage. The study also considers caring climates and service climates for moderating effects. Data were collected from 420 frontline employees and 30 supervisors in 30 hotels in the hospitality industry. Hierarchical linear model analysis confirmed that supervisor-caused stressors were more strongly related to turnover intention; colleague-caused stressors were more strongly related to sick leave; and customer-caused stressors were more strongly related to service sabotage. In addition, caring climates moderated the relationships between supervisor- and customer-caused stressors and turnover intentions. Service climates moderated the relationships between supervisor- and customer-caused stressors and service sabotage. The findings corroborate the target similarity model. The implications of this study for research and practice are discussed.
關聯:	Journal of occupational and organizational psychology, 87(4), 755-780
資料類型:	article
DOI 連結:	http://dx.doi.org/10.1111/joop.12073
DOI:	10.1111/joop.12073
顯示於類別:	[心理學系] 期刊論文

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