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| Title: | 顧客不文明行為與評估的集群型態在因應策略、心理適應之差異—以大眾運輸業站務人員為例
Exploring Experiences of Customer Incivility and Appraisal with Cluster Analysis: Coping Strategies and Psychological Adaptation between Different Patterns among Public Transit Frontline Employees |
| Authors: | 陳琇慧
Chen, Hsiu-Hui |
| Contributors: | 許文耀
Hsu, Wen-Yau
陳琇慧
Chen, Hsiu-Hui |
| Keywords: | 顧客不文明行為
職場不當對待
評估
因應
集群分析
Customer incivility
Workplace mistreatment
Appraisal
Coping
Cluster analysis |
| Date: | 2019 |
| Issue Date: | 2019-07-01 10:58:44 (UTC+8) |
| Abstract: | 本研究以壓力互動理論（Lazarus & Folkman, 1984）為基礎，針對員工遭遇顧客不文明行為的壓力調適歷程，探究員工經驗顧客不文明行為的情境與評估間的組合型態，以及辨別不同組合型態的員工在因應策略的使用頻率和心理適應結果之差異。研究對象為國內大眾運輸服務業的第一線站務員工，有效樣本166名，以紙本自陳量表為資料收集工具，測量內容包含顧客不文明行為量表、評估量表、因應量表及身心健康相關量表等。
透過集群分析探索員工面對顧客不文明行為的情境與評估間的複合樣貌，發現員工確實具有不同組合型態的「顧客不文明行為–評估」組別，共可分為四組包括：「不文明行為低-評估低組」、「不文明行為高-評估低組」、「不文明行為低-評估高組」，以及「不文明行為高-評估高組」。不同組別的員工在使用因應策略的頻率高低及心理適應結果具有顯著差異性，經由多項式邏輯斯迴歸分析，發現人口變項中的婚姻狀態、因應策略中的對抗投訴及尋求社會支持，以及適應指標中的情緒耗竭與心理幸福感是能夠區辨不同組別差異的預測因子。
最後，藉由壓力互動理論，嘗試討論本研究結果之意涵、可能的員工心理運作機制、實務應用建議與研究限制。
Drawing on the stress, appraisal, and coping process of transactional theory of stress (Lazarus & Folkman, 1984), the present study aims to explore patterns of individual response to customer incivility. 166 public transit frontline employees in Taiwan completed a cross-sectional survey of customer incivility, appraisal, coping strategies, emotional exhaustion, psychological well-being and Chinese Health Questionnaire. Cluster analysis revealed interindividual differences in appraisals of customer incivility experiences, which comprised four types of patterns: (1) low customer incivility frequency and low appraisals；(2) high customer incivility frequency and low appraisals；(3) low customer incivility frequency and high appraisals；(4) high customer incivility frequency and high appraisals. There are significant differences in the use of coping strategies and psychological adaptational outcomes among different “customer incivility-appraisal” patterns of employees. Finally, multinomial logistic regression analysis findings suggest that marital status, confrontation/complaints coping, social support seeking, emotional exhaustion and psychological well-being are predictors of different patterns of employees. Theoretical and practical implications of the findings, limitations and future directions are discussed. |
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| Description: | 碩士
國立政治大學
心理學系
104752004 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0104752004 |
| Data Type: | thesis |
| DOI: | 10.6814/NCCU201900073 |
| Appears in Collections: | [心理學系] 學位論文
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