Relationships among Customer Verbal Aggression, Emotional Dissonance, and Service Sabotage: The Moderating Roles of Transformational Leadership_

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題名：	Relationships among Customer Verbal Aggression, Emotional Dissonance, and Service Sabotage: The Moderating Roles of Transformational Leadership
書刊名：	人力資源管理學報
作者：	葉晶雯
作者(外文)：	CYeh, hing-wen
出版日期：	2015
卷期：	15:4
頁次：	頁25-49
主題關鍵詞：	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
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:503 點閱:0

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。

以文找文

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.

以文找文

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