Exploring Experiences of Customer Incivility and Appraisal with Cluster Analysis: Coping Strategies and Psychological Adaptation between Different Patterns among Public Transit Frontline Employees
碩士 === 國立政治大學 === 心理學系 === 107 === Drawing on the stress, appraisal, and coping process of transactional theory of stress (Lazarus & Folkman, 1984), the present study aims to explore patterns of individual response to customer incivility. 166 public transit frontline employees in Taiwan complete...
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2019
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| Online Access: | http://ndltd.ncl.edu.tw/handle/f38643 |