| Summary: | 碩士 === 銘傳大學 === 國際企業學系碩士班 === 97 === Why the flight attendants always smiled to passengers? In fact they were not born to this. This study primacy discusses when service employees confronted with difficult customer''s injustice interaction, it was difficult customer perceptions which we discussing. According to literatures, we found the first line service provider usually used surface acting when they faced customer, one of emotional display rule.
We supposed the surface acting affected the workplace deviant behaviors. However, when the professional commitment is a moderator, what the moderating effect will influence the relationship between surface acting and workplace deviant behaviors. This study will test the hypotheses, self-report data were collected from the service providers who work at first line.
The results indicated that (a) difficult customer perceptions will be positively related to surface acting was supported, (b) the hypothesis that employee’s surface acting will be positively related to workplace deviant behaviors was supported, (c) the hypothesis that surface acting mediated the relationship between difficult customer perceptions and workplace deviant behavior was partially supported (d) the hypothesis that professional commitment moderated the relationship between difficult customer perceptions and surface acting, such that the higher professional commitment, the weaker the relationship between difficult customer perceptions and surface acting .
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