The Relationship Between Jaycustomer Behavior and Service Sabotage：The Perspective of Conservation of Resource Theory
| Autor: | WU, JIAN-YU, 吳健宇 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 This study aims to explore the relationships among customer orientation, customer related stressor and service sabotage. According to the theory of conservation of resource, we proposed the following hypnoses: customer-related social stressors was positively related to intention of emotional exhaustion, emotional exhaustion was positively related service sabotage, and these relationships were moderated by customer orientation. The data from 196 Taipei restaurant employees was collected and statistical analyses were conducted. The results indicated that emotional exhaustion moderated the relationship between the customer-related social stressors and service sabotage. However, neither the links between customer-related social stressors and emotional exhaustion as well as the relationship between emotional exhaustion and service sabotage were moderated by customer orientation. Finally, this study also made several research and managerial suggestions. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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