Effect of Customer's Behavior on Employee's Job Attitude
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...
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ndltd-TW-103NPUS51210102016-10-23T04:13:05Z http://ndltd.ncl.edu.tw/handle/27086774197388402888 Effect of Customer's Behavior on Employee's Job Attitude 顧客負面行為對員工工作態度的影響 Wu, Ting-Jung 吳亭瑢 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. Lin, Cheng-Chen 林鉦棽 2015 學位論文 ; thesis 60 zh-TW |
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zh-TW |
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Others
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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.
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author2 |
Lin, Cheng-Chen |
author_facet |
Lin, Cheng-Chen Wu, Ting-Jung 吳亭瑢 |
author |
Wu, Ting-Jung 吳亭瑢 |
spellingShingle |
Wu, Ting-Jung 吳亭瑢 Effect of Customer's Behavior on Employee's Job Attitude |
author_sort |
Wu, Ting-Jung |
title |
Effect of Customer's Behavior on Employee's Job Attitude |
title_short |
Effect of Customer's Behavior on Employee's Job Attitude |
title_full |
Effect of Customer's Behavior on Employee's Job Attitude |
title_fullStr |
Effect of Customer's Behavior on Employee's Job Attitude |
title_full_unstemmed |
Effect of Customer's Behavior on Employee's Job Attitude |
title_sort |
effect of customer's behavior on employee's job attitude |
publishDate |
2015 |
url |
http://ndltd.ncl.edu.tw/handle/27086774197388402888 |
work_keys_str_mv |
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