過去顧客不當對待研究，多以情緒或是認知觀點作為解釋機制，釐清對工作行為或身心健康所造成負面的影響。本研究從壓力源評估的角度切入，探討員工是否因對顧客不當對待此一事件有不同的評估或是解讀，導致不同的情緒及身心壓力反應，同時亦探討服務人員同理心特質的緩衝效果。
本研究使用經驗抽樣法，並選擇以173位第一線服務人員進行連續10個工作日、每天兩次的樣本蒐集。本研究一共成功配對1482筆每日資料，且運用多層次路徑分析進行假設檢定。結果發現顧客不當對待對於挑戰型壓力源、阻礙型壓力源皆為正向關係。顧客不當對待會透過阻礙型壓力源進而影響後續負向心情與生/心理健康問題。高度同理心特質會強化挑戰型壓力源與負向心情間的負向關係，亦能緩衝負向心情與心理健康問題間的正向關係。最後，本研究對於研究發現提出理論貢獻與管理意涵。

Prior studies on customer mistreatment have mainly employed the emotional or cognitive perspective to explain its impacts on employee behaviors or physical/psychological symptoms. Drawing on the stressor-emotion model, the present study examined whether customer mistreatment triggers differential stressor appraisals (i.e., hindrance versus challenge), which differentially predict physical/psychological symptoms via negative emotions. Furthermore, the present study also explored the buffering role of trait empathy.
Using the experience sampling method, the present study collected data from 173 front-line service employees twice a day, across 10 working days, resulting in 1482 daily responses. The results of multilevel path analyses indicated that daily customer mistreatment is positively related to both challenge/hindrance stressor appraisals. Hindrance stressor appraisals increased physical/psychological symptoms via increased negative emotions. Furthermore, trait empathy strengthens the negative relationship between challenge stressor appraisals and negative emotions, and attenuates the positive relationship between negative emotions and psychological symptoms. The theoretical and practical implications were further discussed.

論文審定書 i
摘要 ii
Abstract iii
圖次 v
表次 v
第一章 緒論 1
第二章 文獻探討與假設 6
第一節 顧客不當對待與壓力源的關係：以壓力源評估的觀點 6
第二節 壓力源評估、負向心情與身心健康：壓力源─情緒模 型 觀點 8
第三節 挑戰型 /阻礙型壓力源與身心健康問題的關係：同理心特質的干擾式中介效果 10
第三章 研究方法 13
第一節 研究樣本與施測程序 13
第二節 研究工具 14
第三節 資料分析方法 16
第四章 研究結果 17
第一節 描述性統計與相關係數 17
第二節 驗證性因素分析 18
第三節 假設檢定 19
第五章 討論與建議 25
第一節 研究發現與理論意涵 25
第二節 管理意涵 26
第三節 研究限制與未來建議 27
參考文獻 29
附錄 39

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