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    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/61857


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    題名: Customer negative events and employee service sabotage: The roles of employee hostility, personality and group affective tone
    作者: 蔡維奇
    Chi, Nai-Wen;Tsai, Wei-Chi;Tseng, Shu-Min
    貢獻者: 企管系
    日期: 2013-02
    上傳時間: 2013-11-25 17:50:05 (UTC+8)
    摘要: In the service industries, customer negative events towards a service provider, such as unreasonable demands or low-quality interpersonal treatment, might trigger service sabotage behaviours by the employee in response. Mitigating the problems associated with customer negative events is therefore an important issue for both practitioners and researchers. In the present study, we incorporate the perspectives of affective events theory into our research framework to clarify the mechanisms and boundary conditions of the customer negative event–service sabotage relationship in the context of face-to-face service. Specifically, we theorize and examine whether customer negative events lead to employee service sabotage through emotional reactions of the service worker (i.e. state hostility) and whether their personality traits (i.e. extraversion and neuroticism) and the work unit context (i.e. group affective tone) moderate this process. The sample was composed of 195 hairstylists and 61 managers from 61 hair salons in Taiwan. The results of hierarchical linear modelling showed that hairstylists` state hostility mediated the negative event–sabotage relationship. In addition, hairstylists` neuroticism and the affective tone of the unit moderated the relationship between negative events and state hostility, which in turn predicted service sabotage. The theoretical and practical implications of the findings are also discussed.
    關聯: Work & Stress : An International Journal of Work, Health & Organisations, 27(3),298-319
    資料類型: article
    DOI 連結: http://dx.doi.org/10.1080/02678373.2013.819046
    DOI: 10.1080/02678373.2013.819046
    顯示於類別:[企業管理學系] 期刊論文

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