| Summary: | 碩士 === 銘傳大學 === 觀光研究所碩士在職專班 === 97 === The primary purpose of this study is to understand the relationship between jaycustomer behavior and frontline employee’s service sabotage intention. Based on relevant literature, this study argues that there is a positive relationship between jaycustomer behavior’s serverity and service sabotage intentions. Moreover, such relationship will be moderated by personal moral philosophies and perceived organizational behavioral control. Taking flight attendant as the example, a two-staged research design is executed. In the first stage, results from qualitative data suggest several common jaycustomer behaviors and service sabotage behaviors. Based on these findings, the second stage is a scenario-based quantitative study. The results indicated that there is a positive relationship between jaycustomer behavior severity and service sabotage intention. However, this positive relationship will be suppressed by perceived behavioral control for high-idealism / low-relativism employees. For other situations, the relationship will vary along the jaycustomer behavior severity and personal moral philosophies. This study also provides theoretical and managerial implications.
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