The Study of Difficult Customer and Employees' Emotion

• Main Authors: Hsing-Yun Chiang, 蔣幸芸
• Other Authors: Pin-Chyuan Hwang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/15858922324487791612

碩士 === 世新大學 === 觀光學研究所(含碩專班) === 95 === The study probes into customer service at counter area of airways from 174 workers in the sector to produce the statistics and generates few sub-topics as follows: the frequency of difficult customers, customer contact level, surface acting, and the relationship between deep acting with exhaustion. The study tries to exam the existence of the correlation with the employees’ emotional exhaustion and the frequency of difficult customers, customer contact level, surface acting, and the emotional expression of deep acting by utilized Persons Correlation Analysis and Regression Analysis.The research results come out the conclusions as follows: 1.The positive correlation between employees’ emotional exhaustion and surface acting emotional expression 2.The positive correlation between employees’ emotional exhaustion and the frequency of difficult customers 3.The positive correlation between customer contact level and the emotional exhaustion 4.The negative correlation between employees’ emotional expression of deep acting and emotional expression.In other words, the emotional expression influences the emotional exhaustion directly and the frequency of difficult customer influences the emotional exhaustion as well. The research results can be applied in some practical management fields, such as providing the reference for the recruitment, training and coaching for workers at airways sector; especially, the emotional management of employees to prevent the negative emotion occurred and increase employees’ sense of achievement toward organization via controlling individual emotion and others. Organization can reduce employees’ emotional exhaustion via managing employees’ working atmosphere and exercising of emotional expression. KEYWORD: Emotional Exaustion.Difficult Customer. Surface Acting.DeepActing