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博碩士論文 etd-0624120-111537 詳細資訊
Title page for etd-0624120-111537
The stressor appraisal and emotion process linking customer mistreatment and employees’ physical and psychological symptoms:the moderating role of trait empathy
Year, semester
Number of pages
Tun-Chun Huang
Advisory Committee
Yen-Chun Chen
Date of Exam
Date of Submission
Trait Empathy, Physical and Psychological Symptoms, Hindrance Stressors, Challenge Stressors, Customer mistreatment
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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.
目次 Table of Contents
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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