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| 中文篇名 |
顧客負面事件影響顧客導向公民行為、服務破壞行為的認知與情感歷程：服務人員顧客導向特質與情緒展示規則的干擾效果 免費試閱 | |
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| 英文篇名 |
The Cognitive and Emotional Mechanisms Linking Customer Negative Events, Customer-Directed Citizenship Behaviors and Service Sabotage: The Moderating Roles of Customer Orientation and Display Rules | |
| 作者 | ||
| 中文摘要 |
在強調顧客導向的服務產業中，來自顧客的負面事件為服務人員主要工作壓力來源之一，且會直接對服務人員的服務行為造成負面影響。本研究以雙重歷程模式（dual-process model）的觀點，探討顧客負面事件如何透過認知歷程（服務人員角色取替）與情感歷程（服務人員負向心情）的中介，進而影響服務人員的顧客導向公民行為、服務破壞行為。同時，本研究亦探究服務人員顧客導向特質、情緒展示規則是否會分別干擾前述服務人員角色取替與負向心情的中介效果。 | |
| 英文摘要 |
In the service industries, customer negative event (CNE) has become one of the stressors for service workers. Therefore, understanding how CNE influence employees’ service behaviors is an important issue. The main purpose of this study is to investigate “when” and “how” CNE influences both positive and negative service behaviors. Drawing on the dual-process model, the present study examines whether CNE negatively predicts service workers’ citizenship behaviors towards customers (OCBC) and positively predicts sabotage behaviors through the cognitive (perspective taking) and affective (negative moods) mechanisms. In addition, we also examine whether customer orientation/display rules can buffer the aforementioned mediation effects. | |
| 關鍵詞 |
服務破壞行為、情緒展示規則、顧客負面事件、顧客導向公民行為、顧客導向特質、service sabotage、display rules、customer negative events、perspective taking、customer orientation | |
| 刊名 | ||
| 期數 | ||
| 起訖頁 |
155-200 | |
| 出版單位 | ||
| DOI | ||
| QRCode |
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