銘傳大學觀光事業學系 楊俊明 助理教授 嘉義大學行銷所 凌儀玲 副教授...
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惡質顧客行為對第一線員工服務破壞意圖之影響 ~ Jaycustomer Behavior and Its Impacts on Frontline Employee’s Service Sabotage Intention. 服務業行銷研討. 指導教授:胡凱傑 老師. 第八組 98753107 李欣樺 98753026 湯雅淳. 銘傳大學觀光事業學系 楊俊明 助理教授 嘉義大學行銷所 凌儀玲 副教授 銘傳大學觀光研究所 黃慧心 碩士研究生 長榮航空公司 助理事務長. 2010/08/04. 簡報大綱. 緒論. 1. - PowerPoint PPT PresentationTRANSCRIPT
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~Jaycustomer Behavior and Its Impacts on FrontlineEmployees Service Sabotage Intention
98753107 98753026 2010/08/04
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(1/2)
*Harris and Ogbonna (2002; 2006)Lovelock (1994)(Jaycustomers)
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(2/2)
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*2.12.22.3
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2.1.1(1/4)Robinson and Bennett (1995)(Workplace Deviance)
Jaworski and Young (1992)(dysfunctional behavior
Atuahene-Gima (1997) Otley and Peirce (1995)
Robinson and Oleary-Kelly (1998)(Anti-social behavior/*
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2.1.1(2/4)(organizational misbehavior)
Moberg1997)(organizational vice)
Lehman and Simpson (1992)(psychological withdrawal behaviors)(Physicalwithdrawal behaviors)(Antagonistic work behaviors)
Spector and Fox (2002)(counterproductive work behavior) *
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2.1.1 (3/4)(situationalvariables)
*(individual differences)- Robinson and BennettSpector (1997)Leeand Allen (2002)()
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2.1.1(4/4)*
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2.1.2(1/3)Harris and Ogbonna (2002)
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2.1.2(2/3)*Harris and Ogbonna (2006)Wallace and De Chernatony (2008)Skarlicki et al. (2008)
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2.1.2(3/3)(2005) (2006)(2007)
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2.2(1/2)Jacoby and Jacarrd (1981)Kowaliski (1996) Harris and Reynolds (2004)Fullerton and Punj (2004)34 Harris andReynolds (2003)Martin (1996)Wu (2007) 2008a*
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2.2(2/2)* -Skarlicki et al.(2008) -
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2.3.1-(1/2)Jaworskiformal controlinformal controlChallagalla and Shervani Jaworski*Jaworski1988
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2.3.1-(2/2)
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2.3.2-(1/2) (Ethical ideology)
Skarlicki et al. (2008)moral identity*internationalization)symbolization)
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2.3.2-(2/2)Forsyth (1980) (idealism)(relativism)*
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3.1
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3.1*
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3.2(1/7)*
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3.2.1
3.2(2/7)*
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3.2.2
3.2(3/7)*
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3.2(4/7) 3.2.2
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3.2(5/7) 3.2.3
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3.2.3
3.2(6/7)*
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3.2.3
3.2(7/7)*
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1 2 Harris and Ogbonna2002Harris and Reynolds (2004)3.2.5 (1/2)*
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3.2.5 (2/2)Critical Incident Technique, CITscenario vignette
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4.1 Harris and Ogbonna (2002)Harris and Reynolds (2003)
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4.2 *
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4.2 *
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