The Relationship between Emotional Labor and Deviant Behaviors toward customers-The Moderating Effect of Service Training Effectivene

• Main Authors: Li-Chi Chang, 張琍綺
• Other Authors: Yu-Chuan Tung
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/752352

碩士 === 國立高雄應用科技大學 === 人力資源發展系碩士班 === 103 === For the purpose of a company or organization, which wants to achieve excellent service culture and service personnel, would rely on the first-line service employees. The first-line service employees are not only representative in the organization or company but also to value the brand and enhance the corporate image of the key figure while being quickly and accurately to keep friendly and welcoming attitude to perform tasks. Few studies focus on refining service job factors that arise out of acts of sabotage on services as previous studies have mostly focused on staff that have improper attitude in the face of the customer. Therefore, this study is to understand the operating characteristics of the service sector - emotional labor, in order to investigate whether there is a relation to employees who bear a high degree of emotional stress after service for customer deviant behavior. Then in the study the effectiveness of service training adds as a variable to investigate the relationship between emotional labor and the customer deviant behaviors. The data of the study was collected from a K enterprise which is related to the industry of leisure and entertainment. A total of 265 questionnaires were distributed to the first-line service personnel who were main subjects of the study in the enterprise. The 235 questionnaires were received and total 198 questionnaires were analyzed as valid data. The response rate was 89 percent. The study method used SEM and empirical analysis to show a result as follows: 1.The result of the study shows the relationship of service training effectiveness of the genuine acting to the deviant behavior toward the customer has significant moderating effect. This means when the effectiveness of training at high service helps upgrade customer deviant behavior on the genuine acting which shows a negative relation. 2.The result of the study shows the relationship of service training effectiveness of the deep acting to the deviant behavior toward the customer has significant moderating effect. This means when the effectiveness of training at high service helps upgrade customer deviant behavior on the deep acting which shows a negative relation.