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題名 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作者 林沛辰
Lin, Pei-Chen貢獻者 郭建志
Kuo, Chien-Chih
林沛辰
Lin, Pei-Chen關鍵詞 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日期 2022 上傳時間 1-Jul-2022 16:20:14 (UTC+8) 摘要 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. 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國立政治大學
心理學系
109752013資料來源 http://thesis.lib.nccu.edu.tw/record/#G0109752013 資料類型 thesis dc.contributor.advisor 郭建志 zh_TW dc.contributor.advisor Kuo, Chien-Chih en_US dc.contributor.author (Authors) 林沛辰 zh_TW dc.contributor.author (Authors) Lin, Pei-Chen en_US dc.creator (作者) 林沛辰 zh_TW dc.creator (作者) Lin, Pei-Chen en_US dc.date (日期) 2022 en_US dc.date.accessioned 1-Jul-2022 16:20:14 (UTC+8) - dc.date.available 1-Jul-2022 16:20:14 (UTC+8) - dc.date.issued (上傳時間) 1-Jul-2022 16:20:14 (UTC+8) - dc.identifier (Other Identifiers) G0109752013 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/140657 - 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) 109752013 zh_TW dc.description.abstract (摘要) 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。 zh_TW dc.description.abstract (摘要) 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. en_US dc.description.tableofcontents 第一章 緒論 1第一節 研究動機 1第二節 研究目的 5第二章 文獻回顧 6第一節 顧客不當對待 6第二節 離職意圖 10第三節 個人工作適配的中介角色 13第四節 工作形塑的調節角色 17第三章 研究方法 23第一節 研究樣本 23第二節 研究測量 25第三節 資料分析 34第四章 研究結果 36第一節 測量模式之比較 36第二節 描述性統計與相關分析結果 38第三節 假設檢驗 41第五章 討論與建議 46第一節 研究結果討論 46第二節 研究貢獻 50第三節 研究限制與未來方向 52參考文獻 55附錄一 71附錄二 75 zh_TW dc.format.extent 2452884 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0109752013 en_US dc.subject (關鍵詞) 顧客不當對待 zh_TW dc.subject (關鍵詞) 要求能力適配 zh_TW dc.subject (關鍵詞) 需求供給適配 zh_TW dc.subject (關鍵詞) 離職意圖 zh_TW dc.subject (關鍵詞) 工作形塑 zh_TW dc.subject (關鍵詞) Customer mistreatment en_US dc.subject (關鍵詞) Demands-abilities fit en_US dc.subject (關鍵詞) Needs-supplies fit en_US dc.subject (關鍵詞) Turnover intention en_US dc.subject (關鍵詞) Job crafting en_US dc.title (題名) 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 zh_TW dc.title (題名) Customer Mistreatment and Turnover Intention: The Mediating Role of Person-Job Fit and the Moderating Role of Job Crafting en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 紀乃文、陳皓怡、楊美玉、鄭妃君、蔡維奇（2008）。個人–工作適配量表發展：多元構面觀點。管理學報，25（5），577-598。https://doi.org/hhw7陳彥君（2018）。顧客不當對待與職場偏差行為、服務品質之關係：探討中介與調節效果（MOST107–2410–H214–008–SSS）。義守大學企業管理學系。https://www.grb.gov.tw/search/planDetail?id=12672743陳蕙芬（2019）。以使命感塑形：工作形塑的能力陶冶。中山管理評論，27(1)，179–226。https://doi.org/10.6160/SYSMR.201903_27(1).0005Ahmed, I., Islam, T., Ahmad, S. & Kaleem, A. 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