| Summary: | 碩士 === 銘傳大學 === 國際企業學系碩士班 === 97 === Frontline service staff usually interacted with customer on face to face, and employees must express organizational expected display to service customer. If emotional display was different from employee’s real feeling, they needed to act their expression in order to achieve organizational aim. They made effort to modify their display, which is “surface acting”. This study would like investigate the relationships among surface acting, antecedent (abusive supervision perceptions), and the consequence (workplace deviant behaviors). Moreover, we also studied distress tolerance could moderate the relation of abusive supervision perceptions and workplace deviant behaviors, and the relation of abusive supervision perceptions and surface acting. We collected 304 service employees to test the hypotheses and use self-report method.
The results indicated: (1) There was a positively relationship between abusive supervision perceptions and workplace deviant behaviors; (2) abusive supervision perceptions was positively effect on surface acting; (3) surface acting would mediate the relationship between abusive supervision perceptions and workplace deviant behaviors; (4) there was a negatively relationship between distress tolerance and surface acting; (5) there was a negatively relationship between distress tolerance and workplace deviant behaviors; (6) surface acting would mediate the relationship between distress tolerance and workplace deviant behaviors; (7) distress tolerance would not moderate abusive supervision perceptions - surface acting relationship; (8) distress tolerance would moderate abusive supervision perceptions -workplace deviant behaviors relationship.
|
|---|
