篇名 | 惡質顧客行為對空服人員服務破壞意圖之影響 |
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卷期 | 41:3 |
並列篇名 | JAYCUSTOMER BEHAVIOR AND ITS INFLUENCE ON FLIGHT ATTENDANTS’ SERVICE SABOTAGE INTENTIONS |
作者 | 楊俊明 、 顧景昇 、 黃慧心 |
頁次 | 225-252 |
關鍵字 | Jaycustomer behavior 、 Service sabotage 、 Flight attendants 、 Organizational control 、 Ethical ideology 、 TSSCI |
出刊日期 | 201209 |
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。
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.