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題名 | Relationships among Customer Verbal Aggression, Emotional Dissonance, and Service Sabotage: The Moderating Roles of Transformational Leadership=顧客口語攻擊、情緒失調與服務破壞之關係--轉換型領導的調節效果 |
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作者 | 葉晶雯; CYeh, hing-wen; |
期刊 | 人力資源管理學報 |
出版日期 | 20151200 |
卷期 | 15:4 2015.12[民104.12] |
頁次 | 頁25-49 |
分類號 | 494.2 |
語文 | eng |
關鍵詞 | 服務破壞; 顧客口語攻擊; 情緒失調; 轉換型領導; Service sabotage; Customer aggression; Emotional dissonance; Transformational leadership; |
中文摘要 | 本研究整合壓力情緒模式,驗證是否情緒失調在顧客口語攻擊與服務破壞之間扮演中介的角色, 並探討轉換型領導是否在顧客口語攻擊與情緒失調之間扮演調節的角色。是故,以臺灣航空業的空 服人員為問卷調查的對象,發出1,000 份問卷,回收504 份有效問卷,問卷有效回收率50.4%。結 果發現情緒失調部分中介顧客口語攻擊與服務破壞之間的關係;轉換領導負向調節顧客口語攻擊與 情緒失調之間的關係。最後,依據研究結果提出服務管理的建議,以供航空業者參考。 |
英文摘要 | We integrated this study with stressor-emotion model to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether transformational leadership moderate the relationship between customer verbal aggression and emotional dissonance. To achieve this goal, this study surveyed flight attendants employed by six airlines in Taiwan. Out of 1,000 questionnaires distributed, 504 valid questionnaires were returned, yielding a valid response rate of 50.4 percent. The research results demonstrated that emotional dissonance partially mediates the relationship between the customer verbal aggression and emotional dissonance. Additionally, transformational leadership had a negative moderating effect on the relationship between customer verbal aggression and emotional dissonance. Based on these results, suggestions regarding service management were presented as a reference for airlines. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。