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題名 | 惡質顧客行為對空服人員服務破壞意圖之影響=Jaycustomer Behavior and Its Influence on Flight Attendants' Service Sabotage Intentions |
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作者 | 楊俊明; 顧景昇; 黃慧心; Yang, Chun-ming; Ku, Edward; Huang, Hui-hsin; |
期刊 | 運輸計劃 |
出版日期 | 20120900 |
卷期 | 41:3 2012.09[民101.09] |
頁次 | 頁225-251 |
分類號 | 496.7 |
語文 | chi |
關鍵詞 | 惡質顧客行為; 服務破壞; 空服員; 組織控制機制; 道德意識; Jaycustomer behavior; Service sabotage; Flight attendants; Organizational control; Ethical ideology; |
中文摘要 | 本研究探討惡質顧客行為嚴重性對空服人員服務破壞意圖之影響。以 航空公司現職空服人員為樣本,結果顯示嚴重性越高服務破壞意圖越強。 然而此關係卻取決於其他內外在因素:(1)如空服人員知覺到組織有高度行 為控制時,除對服務破壞意圖產生直接的負面效果,同時會降低惡質顧客 行為嚴重性與服務破壞意圖間的關係;(2)空服人員道德意識中理想主義(相 對主義)除對服務破壞意圖產生負向(正向)影響外,亦與惡質顧客行為嚴重 性有二階交互效果,對服務破壞意圖有顯著負向(正向)影響;(3)最後,惡 質顧客行為嚴重性、道德意識以及員工所知覺到的行為控制間,有顯著三 階交互效果,道德意識會使行為控制機制的干擾效果更強或減弱。 |
英文摘要 | This research examined the relationship between jaycustomers’ behavioral severity and flight attendant’s service sabotage intentions. Using Taiwanese flight attendants as the sample, a scenario-based experiment suggests that several different factors may determine the relationship between jaycustomers’ behavioral severity and service sabotage intentions. First, a flight attendant’s perceived behavioral control mechanism has a direct negative impact and a negative interaction effect with jaycustomer severity regarding service sabotage intentions. Second, the idealism (relativism) possessed by flight attendants has a negative (positive) impact and a negative (positive) interaction effect with jaycustomer severity on service sabotage intentions. Finally, there are two significant three-way interaction effects among idealism (relativism), perceived behavioral control, and jaycustomer behavioral severity on service sabotage intentions. This research also provides the theoretical and managerial implications of this study. |
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