Dance with Problem Customers: An Examination of the Moderating Effect of Emotional Intelligence

Abstract

本研究的目的條透過資源保存理論的觀點，來探討一線員工的問題顧客知覺、情緒智力、情緒勞務負擔、與其正向服務行為之間的關聯性。本研究以台灣八十家中型餐廳之一線員工及其直屬主管為研究對象，共回收232份配對問卷，經統計分析後，得到以下結論：一線員工的問題顧客知覺會正向影響其情緒勞務負擔，並負向影響其正向服務行為。而且，一線員工的情緒勞務負擔在問題顧客知覺與正向服務行為問扮演部份中介角色。同時，一線員工的高情緒智力可分別調節問題顧客知覺與情緒勞動負擔間的正向關係、以及問題顧客知覺與正向服務行為間的負向關係。最後，本研究根據分析結果提出實務意涵、研究限制、與未來研究的建議。

Adopting a perspective of conservation of resources, the aim of this study is to examine the association among frontline employees' problem customer perceptions, emotional intelligence, emotional labor tax, and positive service behaviors. This study uses data collected from a field survey of 232 employee-supervisor matched dyads from 80 mid-size restaurants in Taiwan to test a framework of influences of problem customer perceptions. The results indicate that problem customer perceptions are positively related to frontline employees' emotional labor tax but negatively related to their positive service behaviors. Furthermore, emotional labor tax partially mediates the relationship between problem customer perceptions and positive service behaviors. Results also reveal that high emotional intelligence buffers the positive influence of problem customer perceptions on emotional labor tax but negative inf1uence on positive service behaviors. Finally, the implications, limitations and suggestion for future research are discussed.