Service Climate and Deviant Behavior Toward Customer：The Moderating Effects of Customer Negative Events and Perceived Organizational Support

• Main Authors: Hung Yi-Lin, 洪藝玲
• Other Authors: Tung, Yu-Chuan
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/46cyr9

碩士 === 國立高雄應用科技大學 === 人力資源發展系碩士班 === 103 === 　　With the rapid growth of Taiwan's service industry, organizations have been paid much attention to the relationship between employees and customers. This study explores the effect of service climate from organization on deviance behavior toward customer, with customer negative events and perceived organizational support as moderators. 　　This study focus on frontline service employees in service-orientation organization, the researcher sent out 300 questionnaires and received 274 back with 230 valid. The finding showed that: service climate has negative effect on deviance behavior toward customer. Moreover, customer negative events have the moderating effect on service climate and deviance behavior toward customers. However, perceived organizational support has no moderating effect on service climate and deviance behavior toward customer. Based on the findings, this study presents limitations, suggestions for future research direction and managerial implications.