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題名 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
作者 陳琇慧
Chen, Hsiu-Hui
貢獻者 許文耀
Hsu, Wen-Yau
陳琇慧
Chen, Hsiu-Hui
關鍵詞 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
日期 2019
上傳時間 1-Jul-2019 10:58:44 (UTC+8)
摘要 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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描述 碩士
國立政治大學
心理學系
104752004
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0104752004
資料類型 thesis
dc.contributor.advisor 許文耀zh_TW
dc.contributor.advisor Hsu, Wen-Yauen_US
dc.contributor.author (Authors) 陳琇慧zh_TW
dc.contributor.author (Authors) Chen, Hsiu-Huien_US
dc.creator (作者) 陳琇慧zh_TW
dc.creator (作者) Chen, Hsiu-Huien_US
dc.date (日期) 2019en_US
dc.date.accessioned 1-Jul-2019 10:58:44 (UTC+8)-
dc.date.available 1-Jul-2019 10:58:44 (UTC+8)-
dc.date.issued (上傳時間) 1-Jul-2019 10:58:44 (UTC+8)-
dc.identifier (Other Identifiers) G0104752004en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/124193-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 心理學系zh_TW
dc.description (描述) 104752004zh_TW
dc.description.abstract (摘要) 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。		zh_TW
dc.description.abstract (摘要) 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.en_US
dc.description.tableofcontents 第一章 緒論 1
第二章 文獻探討 5
第一節 顧客不當對待 5
第二節 顧客不文明行為 8
第三節 壓力概念 21
第四節 職場不文明行為的壓力調適 24
第五節 研究目的與問題 34
第三章 研究方法 35
第一節 研究參與者 35
第二節 研究工具 36
第三節 資料分析 44
第四章 研究結果 46
第一節 研究工具之描述統計與相關分析 46
第二節 主要研究結果 53
第五章 討論 71
參考文獻 96
附錄 103		zh_TW
dc.format.extent 2745680 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0104752004en_US
dc.subject (關鍵詞) 顧客不文明行為zh_TW
dc.subject (關鍵詞) 職場不當對待zh_TW
dc.subject (關鍵詞) 評估zh_TW
dc.subject (關鍵詞) 因應zh_TW
dc.subject (關鍵詞) 集群分析zh_TW
dc.subject (關鍵詞) Customer incivilityen_US
dc.subject (關鍵詞) Workplace mistreatmenten_US
dc.subject (關鍵詞) Appraisalen_US
dc.subject (關鍵詞) Copingen_US
dc.subject (關鍵詞) Cluster analysisen_US
dc.title (題名) 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zh_TW
dc.title (題名) Exploring Experiences of Customer Incivility and Appraisal with Cluster Analysis: Coping Strategies and Psychological Adaptation between Different Patterns among Public Transit Frontline Employeesen_US
dc.type (資料類型) thesisen_US
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dc.identifier.doi (DOI) 10.6814/NCCU201900073en_US