The relationship between Encountering Difficult Customer and Employee’s Negative Outcomes: Application of Affective Events Theory
碩士 === 國立臺北科技大學 === 經營管理系碩士班 === 102 === In recent years affect at work has been an issue of great interest to researchers and practitioners. However, there has been very little research to precisely model the process in which Encountering Difficult Customers lead to turnover intention in organizati...
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| Format: | Others |
| Language: | zh-TW |
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2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/8753kk |
| Summary: | 碩士 === 國立臺北科技大學 === 經營管理系碩士班 === 102 === In recent years affect at work has been an issue of great interest to researchers and practitioners. However, there has been very little research to precisely model the process in which Encountering Difficult Customers lead to turnover intention in organizational settings. This study applied the theoretical basis of Affective Events Theory theory. The main purpose of this field research was to explore the mediating mechanisms between Encountering Difficult Customers and job satisfaction, turnover intention,bad manner of employee. Data were collected from 100 employees in organizations which have lots of interaction with customer in Taiwan. Results showed that negative affectivity mediated the relationship between Encountering Difficult Customers and job satisfaction, turnover intention.
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