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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/50737
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/50737


    Title: 顧客外顯特徵對員工服務行為之影響: 顧客要求與員工對顧客承諾之干擾效果
    Authors: 張靖兒
    Jhang, Jing Er
    Contributors: 蔡維奇
    Tsai, Wei Chi
    張靖兒
    Jhang, Jing Er
    Keywords: 顧客年齡
    顧客穿著打扮
    顧客要求
    員工對顧客承諾
    服務行為
    Date: 2010
    Issue Date: 2011-09-29 16:31:38 (UTC+8)
    Abstract: 儘管多數研究已證實顧客與員工特徵變數、以及交易情境因素會影響員工服務行為之展現,然而目前探討這些因素之間是否存在特殊的交互作用之相關研究仍相對缺乏。本研究除探討顧客外顯特徵 (如:顧客年齡、顧客穿著打扮)對於員工服務行為之影響關係外,同時,亦探討顧客要求與員工對顧客承諾,是否會干擾顧客外顯特徵與員工服務行為之間的關係。
    本研究以中華郵政股份有限公司之第一線窗口服務人員與其互動之顧客為研究對象;首先,本研究先歸納中華郵政股份有限公司內部組織文件,並深度訪談2位具備服務經驗的第一線窗口服務員工與1位顧客,發展本研究之員工服務行為量表,並且實地蒐集中華郵政公司不同分局之100位顧客所填答之資料,以確認量表之信度與效度。再者,本研究延伸過去員工服務行為的研究,驗證顧客外顯特徵 (顧客年齡、顧客穿著打扮)對員工服務行為的影響,並在真實的服務情境中,檢視顧客要求與員工對顧客承諾的干擾角色。由74位第一線窗口服務員工與201位顧客中所蒐集之201筆交易層次資料,部分地證實本研究的假設。結果顯示在交易互動過程中,當顧客年齡愈高,員工會展現愈多良好的服務行為,且當顧客提出的要求愈多時,會削弱顧客年齡與員工服務行為之正向關係。
    Reference: 蔡維奇、黃櫻美 (2002)。員工情緒表達影響因素之研究—以鞋店銷售員為例。管理評論,21,67-84。
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    Description: 碩士
    國立政治大學
    企業管理研究所
    98355012
    99
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0098355012
    Data Type: thesis
    Appears in Collections:[企業管理學系] 學位論文

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