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頁籤選單縮合
題名 | 顧客導向、工作投入與顧客焦點建言:挑戰、妨礙型壓力源之調節效果=Customer Orientation, Work Engagement and Customer-Focused Voice: The Moderating Roles of Challenge and Hindrance Stressors |
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作者 | 黃品全; 韓明娟; | 書刊名 | 人力資源管理學報 |
卷期 | 15:2 2015.06[民104.06] |
頁次 | 頁1-24 |
分類號 | 494.2 |
關鍵詞 | 顧客導向; 工作投入; 挑戰型壓力源; 妨礙型壓力源; 顧客焦點建言; Customer orientation; Work engagement; Challenge stressors; Hindrance stressors; Customer-focused voice; |
語文 | 中文(Chinese) |
中文摘要 | 本研究以特質活化理論的觀點,探討挑戰、妨礙型壓力源如何調節顧客導向經工作投入對顧客 焦點建言的間接效果。從217 位旅館服務人員及其主管之配對資料中發現,工作投入可中介顧客導 向與顧客焦點建言之間的正向關係。再者,挑戰、妨礙型壓力源不僅分別可強化、弱化顧客導向與 工作投入之關係,且調節式中介效果的分析也發現,相較而言,在高挑戰型壓力源的條件下,顧客 導向經工作投入對顧客焦點建言之間接效果較強;相對地,在較高妨礙型壓力源的條件下,顧客導 向經工作投入對顧客焦點建言之間接效果較弱。本研究結果也提供了相關的理論及實務意涵。 |
英文摘要 | We used trait activation theory to develop a model discussing the moderating roles of challenge and hindrance stressors in the causal processes linking customer orientation, work engagement and customerfocused voice. Using a sample of 217 supervisor-subordinate dyads collected in hotels, we found that work engagement mediated the positive relationship between customer orientation and customer-focused voice. In addition, the results demonstrated that challenge and hindrance stressors moderated the relationship between customer orientation and work engagement. Further, the indirect relationship between customer orientation and customer-focused voice through work engagement was more pronounced when challenge stressors was higher rather than lower; the indirect relationship between customer orientation and customer-focused voice through work engagement was less pronounced when hindrance stressors was higher rather than lower. Finally, we also discuss the implications of these findings for theory and practice. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。