Exploring Experiences of Customer Incivility and Appraisal with Cluster Analysis: Coping Strategies and Psychological Adaptation between Different Patterns among Public Transit Frontline Employees

• Main Authors: Chen, Hsiu-Hui, 陳琇慧
• Other Authors: Hsu, Wen-Yau
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/f38643

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 completed a cross-sectional survey of customer incivility, appraisal, coping strategies, emotional exhaustion, psychological well-being and Chinese Health Questionnaire. Cluster analysis revealed interindividual differences in appraisals of customer incivility experiences, which comprised four types of patterns: (1) low customer incivility frequency and low appraisals；(2) high customer incivility frequency and low appraisals；(3) low customer incivility frequency and high appraisals；(4) high customer incivility frequency and high appraisals. There are significant differences in the use of coping strategies and psychological adaptational outcomes among different “customer incivility-appraisal” patterns of employees. Finally, multinomial logistic regression analysis findings suggest that marital status, confrontation/complaints coping, social support seeking, emotional exhaustion and psychological well-being are predictors of different patterns of employees. Theoretical and practical implications of the findings, limitations and future directions are discussed.