The Relationship between Frequency of Negative Customer Events and Employee's Job Satisfaction

• Main Authors: Yun-Yu Huang, 黃紜毓
• Other Authors: Chien-Cheng Chen
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/2rx2v7

碩士 === 國立臺北科技大學 === 經營管理系碩士班 === 104 === Recently, the research about negative customer is increasing. This study extends previous studies, the primary purpose of this article was to investigate whether the frequency of negative customer events will impact employee’s job satisfaction. In order to conform to the actual situation and increase the sample of analogy, this study is based on field research. The sample objects were employees who had interaction with customers and not limit to industry. Data were collected from 100 employees. The results indicated that the frequency of negative customer events and employee’s job satisfaction was negative relationship. Furthermore, when employee have higher degree of negative affectivity, the negative relationship between the frequency of negative customer events and employee’s job satisfaction will be enhance.