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| Title: | 顧客不當對待與離職意圖：個人工作適配的中介角色與工作形塑的調節角色
Customer Mistreatment and Turnover Intention: The Mediating Role of Person-Job Fit and the Moderating Role of Job Crafting |
| Authors: | 林沛辰
Lin, Pei-Chen |
| Contributors: | 郭建志
Kuo, Chien-Chih
林沛辰
Lin, Pei-Chen |
| Keywords: | 顧客不當對待
要求能力適配
需求供給適配
離職意圖
工作形塑
Customer mistreatment
Demands-abilities fit
Needs-supplies fit
Turnover intention
Job crafting |
| Date: | 2022 |
| Issue Date: | 2022-07-01 16:20:14 (UTC+8) |
| Abstract: | 鑑於服務業「顧客至上」的企業理念，對第一線服務人員來說，面對來自顧客的不當對待是很常見的事，而過去研究也指出該現象對員工的情緒、態度與行為皆會帶來負面影響。然而，過往關於顧客不當對待與離職意圖中間機制的研究多以情緒與壓力的觀點出發，較少關注員工認知層面的變化，故本研究以個人工作適配作為中介變項，推論經歷顧客不當對待的員工會透過降低員工的個人工作適配知覺，進一步提升離職意圖。此外，本研究亦檢驗工作形塑的調節效果，主張高工作形塑的員工在面對顧客不當對待後，會減緩要求能力適配與需求供給適配的下降程度，進而降低離職意圖。
本研究以兩階段問卷調查法進行，共回收316份有效問卷。研究結果顯示，顧客不當對待與員工離職意圖間有顯著正相關；需求供給適配會中介顧客不當對待與離職意圖間關係；要求能力適配中介顧客不當對待與離職意圖間關係則未達顯著；工作形塑不具對顧客不當對待與需求供給適配及對要求能力適配間的調節效果，對於需求供給適配的中介關係亦不具調節式中介效果。最後，本研究針對結果進行討論，並提出研究限制、未來研究方向及實務貢獻。
It is a common thing for frontline employees to deal with customers with bad attitude in workplace since the mantra “the customer is always right” is prevalent in the service industry. Past studies have generally demonstrated the detrimental effect of customer mistreatment on employees’ emotions, attitudes and behaviors, and most of them applied the lens of emotion and stress to discuss the phenomenon of customer mistreatment. However, relatively few studies have focused on the cognitive changes of frontline employees after experiencing customer mistreatment. This study conceptualizes customer mistreatment as a signal of goal failure, and proposes that customer mistreatment increases employee’s turnover intention. Furthermore, the study also examines the mediating effects of demands-abilities fit and needs-supplies fit, and the moderating role of job crafting.
The study adopts two-phase survey design and collects the data from 316 frontline employees via the Internet. The results indicate that the significant relationship between customer mistreatment and turnover intention existed. The mediating effect of needs-supplies fit reached significant level, while the mediating effect of demands-abilities fit did not. Job crafting did not buffer the negative impact of customer mistreatment on employees’ demands-abilities fit and needs-supplies fit. Theoretical and practical implications are discussed, limitations of the study are noted, and possible directions of further research are suggested. |
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| Description: | 碩士
國立政治大學
心理學系
109752013 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0109752013 |
| Data Type: | thesis |
| DOI: | 10.6814/NCCU202200683 |
| Appears in Collections: | [心理學系] 學位論文
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