顧客言語攻擊的歸因影響：自我效能和組織支持中介效果

The attributional effect of customer verbal aggression: Self-efficacy and perceived organizational support as mediators

為了瞭解員工被顧客言語攻擊（customer verbal aggression）後為何不選擇向上通報或主動改善服務，本研究借鑒歸因理論和資源保存理論發展出一個中介模式進行解釋。經在職員工同意後，本研究以自陳式問卷分三階段進行資料收集與分析，從來自於不同醫院的436位護理人員有效樣本中，發現顧客言語攻擊與提供服務有關的組織公民行為之負向關係會同時被工作自我效能和組織支持感受所中介。然而，顧客言語攻擊和反饋迴避行為之關係僅被工作自我效能中介，研究發現的理論和實務意涵皆於最後進行討論。

"To explain the causes why employees did not choice speaking up or improving their services actively after encountering customer verbal aggression (CVA), we developed a mediation model drawing upon attributional theory and conservation of resources theory. Time-lagged data were collected from 436 nursing staffs working at different hospitals. The results showed that the relationship between CVA and service delivery organizational citizenship behavior (OCB) was mediated both by job related self-efficacy and perceived organizational support (POS). However, the relationship between CVA and feedback avoiding behavior was only mediated by job related self-efficacy. Theoretical ad practical implications of the findings are discussed."