奧客、員工內部服務補救與脈絡績效關係之研究

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题名:	奧客、員工內部服務補救與脈絡績效關係之研究
作者:	黃啟穆
贡献者:	國際企業管理學系
关键词:	奧客 Customer from Hell 脈絡績效 Contextual Performance 內部服務補救 Internal Service Recovery
日期:	2012
上传时间:	2012-11-01 10:13:11 (UTC+8)
摘要:	在「顧客至上」的現代企業典範下，難纏顧客的問題似乎被刻意忽略。以往在服務接觸與顧客的相關研究上，學者們大多從「顧客」的角度進行分析，很少由「員工」的角度來思考問題。在現實世界中，存在著許多行為偏差的消費者，他們可能是極度的不可理喻，也可能是莫名的歇斯底里，也或者是無來由的囂張跋扈。而這種給企業、員工以及他顧客帶來麻煩的消費者，我們常稱他們為「奧客」。本研究以奧客為自變項、脈絡績效為依變項、內部服務補救為干擾變項，探討其間關係，以釐清變項間關係。通過數據分析，本研究希望提供理論意涵以及發掘在人力資源領域上有待改善或促進之處。本研究以第一線服務人員為主體，採隨機抽樣發放問卷方式，共發出360份問卷，有效問卷283份，有效問卷率為78.6%。本研究結果發現，奧客與員工之脈絡績效呈現顯著負相關。內部服務補救在奧客對脈絡績效的影響中具有干擾效果。針對研究發現，本研究進行分析與討論，提出研究建議，以供未來相關領域研究以及實務應用上的參考。 Due to the “Customer Foremost” has been the aim of model service in the enterprise of nowadays, the problem of Customer from hell seems to be ignored. Early theory and research on service encounter has been focused on the perspective from customer, few to consider the issue from the perspective of employee. In fact, there are many misbehaviors are caused by the customer, who may be unreasonable, arrogant, despotic, or inexplicable hysteria. We call the “Customer from Hell” to refer to a customer who deliberately act in a thoughtless or abusive manner, causing problem to the firm, employees, or other customers. This study aims to clarify the relationship among variables. Customer from hell was defined as independent variables, while the dependent variable is the employee’s contextual performance. Besides, internal service recovery is considered to be the moderating variable. Through data analysis, this study hopes to provide theoretical background and to provide discover suggestions and improvement in the human resource field. In this study, 360 questionnaires were issued to customer service personnel and 360 were collected. Among them, 283 questionnaires were valid. The percentage of the validation was 78.6%. Empirical results declares that, first, customer from hell have a negative impact on contextual performance. Second, the internal service recovery is moderating the relationship between the customer from hell and the contextual performance. In addition, the theoretical and managerial implications, limitations and future research questions based on the findings and suggestions for future research are provided.
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