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題名 Impacts of misbehaving air passengers on frontline employees: role stress and emotional labor
作者 Hu, Hsin-Hui“Sunny”
Hu, Hsin-Yi
King, Brian
貢獻者 科技管理與智慧財產研究所
關鍵詞 Customer misbehaviors; Emotional exhaustion; Frontline employee; Role stress
日期 2017
上傳時間 30-八月-2017 15:42:21 (UTC+8)
摘要 Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional exhaustion.Design/methodology/approach In all, 336 cabin crew members employed by international airline companies participated in the study. The hypothesized model was tested using structural equation modeling with AMOS 20.0.Findings The results provide evidence that customer misbehaviors relate positively to employee role stress, emotional labor and emotional exhaustion. Moreover, role stress and emotional labor play important roles in enhancing the impacts of customer misbehaviors and thereby influence employee emotional exhaustion.Practical implications The findings potentially impact on employers both within and beyond the airline industry by demonstrating how frontline employees can be provided with support to reduce stress or exhaustion, leading ultimately to increased satisfaction.Originality/value This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emotional labor and emotional exhaustion.
關聯 International Journal of Contemporary Hospitality Management, Vol. 29 Issue 7, p1793-1813
資料類型 article
DOI http://dx.doi.org/10.1108/IJCHM-09-2015-0457
dc.contributor 科技管理與智慧財產研究所zh_TW
dc.creator (作者) Hu, Hsin-Hui“Sunny”en_US
dc.creator (作者) Hu, Hsin-Yien_US
dc.creator (作者) King, Brianen_US
dc.date (日期) 2017
dc.date.accessioned 30-八月-2017 15:42:21 (UTC+8)-
dc.date.available 30-八月-2017 15:42:21 (UTC+8)-
dc.date.issued (上傳時間) 30-八月-2017 15:42:21 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/112310-
dc.description.abstract (摘要) Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional exhaustion.Design/methodology/approach In all, 336 cabin crew members employed by international airline companies participated in the study. The hypothesized model was tested using structural equation modeling with AMOS 20.0.Findings The results provide evidence that customer misbehaviors relate positively to employee role stress, emotional labor and emotional exhaustion. Moreover, role stress and emotional labor play important roles in enhancing the impacts of customer misbehaviors and thereby influence employee emotional exhaustion.Practical implications The findings potentially impact on employers both within and beyond the airline industry by demonstrating how frontline employees can be provided with support to reduce stress or exhaustion, leading ultimately to increased satisfaction.Originality/value This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emotional labor and emotional exhaustion.en_US
dc.format.extent 254274 bytes-
dc.format.mimetype application/pdf-
dc.relation (關聯) International Journal of Contemporary Hospitality Management, Vol. 29 Issue 7, p1793-1813en_US
dc.subject (關鍵詞) Customer misbehaviors; Emotional exhaustion; Frontline employee; Role stressen_US
dc.title (題名) Impacts of misbehaving air passengers on frontline employees: role stress and emotional laboren_US
dc.type (資料類型) article
dc.identifier.doi (DOI) 10.1108/IJCHM-09-2015-0457
dc.doi.uri (DOI) http://dx.doi.org/10.1108/IJCHM-09-2015-0457