由於人類追求美的需求，因此美容美髮業的盛行，有關第一線服務人員對顧客的
態度就值得加以研究。顧客與服務人員接觸時，不可避免的可能產生情緒問題而造成
情緒破壞。本研究目的主要參酌服務破壞理論為基礎，應用情緒勒索觀點探討顧客知
覺員工服務破壞行為的重要性，以強化員工服務的品質。以 64 位曾在美容美髮店的消
費者為對象，以層級分析法分析資料，研究發現，顧客知覺員工服務情緒勒索行為重
要性依序為態度不佳、比較服務、時間問題、肢體語言、關係利用，本研究並根據結
果提出對學術與美容美髮業經營者的相關建議。
由於人類追求美的需求，因此美容美髮業的盛行，有關第一線服務人員對顧客的
態度就值得加以研究。顧客與服務人員接觸時，不可避免的可能產生情緒問題而造成
情緒破壞。本研究目的主要參酌服務破壞理論為基礎，應用情緒勒索觀點探討顧客知
覺員工服務破壞行為的重要性，以強化員工服務的品質。以 64 位曾在美容美髮店的消
費者為對象，以層級分析法分析資料，研究發現，顧客知覺員工服務情緒勒索行為重
要性依序為態度不佳、比較服務、時間問題、肢體語言、關係利用，本研究並根據結
果提出對學術與美容美髮業經營者的相關建議。

As the human pursuit of beauty exists, so the prevalence of the Hairdressing and Beauty
industry growths. It is worth studying the first line of service to the customer's attitude. It is
inevitable that customers who have contact with service personnel may have emotional
problems which lead to emotional sabotage. The main purpose of this study takes into
account the service sabotage theory based on customer perceptions of emotional blackmail
to strengthen the quality of staff service. A total of 64 consumers who have had experiences
in beauty salons were selected. The method adopted the Analytic Hierarchy Process (AHP)
to analysis the data. The result of this study found that customers perceived service
employees as important in the emotional blackmail sequence for poor attitude, more services,
As the human pursuit of beauty exists, so the prevalence of the Hairdressing and Beauty
industry growths. It is worth studying the first line of service to the customer's attitude. It is
inevitable that customers who have contact with service personnel may have emotional
problems which lead to emotional sabotage. The main purpose of this study takes into
account the service sabotage theory based on customer perceptions of emotional blackmail
to strengthen the quality of staff service. A total of 64 consumers who have had experiences
in beauty salons were selected. The method adopted the Analytic Hierarchy Process (AHP)
to analysis the data. The result of this study found that customers perceived service
employees as important in the emotional blackmail sequence for poor attitude, more services, timing, body language, and relationships use. According to the results of this study,
timing, body language, and relationships use. According to the results of this study,
academic and beauty salon industry operators were given some recommendations.