Effect of Customer's Behavior on Employee's Job Attitude

• Main Authors: Wu, Ting-Jung, 吳亭瑢
• Other Authors: Lin, Cheng-Chen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/27086774197388402888

碩士 === 國立屏東科技大學 === 企業管理系所 === 103 === As organizations pay more attention to service quality and customer's satisfaction, employees are required to show more positive attitude in service for winning customer's satisfaction and loyalty. However, customers may become more bossy in spending money and mistreat the employees in service. The employees may develop dissatisfaction and verbosity as a consequence. Finally, reduction in job performance and increase in service cost may occur. Kaohsiung police officers are the objects in the present study. Time segregation method that collects data at different timings is used for avoiding common method variance that may come from taking data from the same source repeatedly. The results show that the self-esteem in the organization impacts significantly on job satisfaction. A higher degree of self-esteem in the organization corresponds to a weaker native correlation between customs with negative behavior and job satisfaction. In the contrary, the lower degree of self-esteem in the organization, the higher negative correlation between the customs with negative behavior and job satisfaction.