The Influence of Positive Psychology on Work Stress: Taking Customer Disrespectful Behavior as a Moderator

• Main Authors: TSAI, TZU-LIANG, 蔡慈亮
• Other Authors: LIU, TING-YANG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/nzhvaf

碩士 === 國立高雄師範大學 === 人力與知識管理研究所 === 106 === Abstract The purpose of this study is to explore the influence of positive psychology on work stress and the possible influence of customer behavior.This study collected data by questionnaire from front-line service employees in the catering industry in Tainan city and Kaohsiung city. This paper analyzes the influence of service personnel's positive psychology on work pressure, and takes customer rudeness behavior as a moderating variable to explore whether it has a moderating effect on the influence of positive psychology and work pressure. A total of 300 questionnaires were issued and 271 questionnaires were collected. After deducting invalid questionnaires, there were 241 valid sample objects, and the utilization rate of valid questionnaires was 88.9%. The analysis results of this study show that there is a significant negative correlation between the degree of positive psychology and work pressure of employees in the catering industry, and there is a significant positive correlation between the feeling of customer rudeness and work pressure of employees, but the adjustment effect of customer rudeness on positive psychology and work pressure is not significant. According to the results, it may be that the respondents have more experience in the catering industry and are influenced by the "customer first" service principle of the catering industry in Taiwan. In view of the above findings, we propose practical suggestions that may be extended by future researchers to enhance the reliability, validity and research value of their findings.