運動場館業員工多工時間觀對顧客不文明行為負向影響之緩衝效果

The buffering effect of polychronicity on negative impacts of customer incivility in sports stadiums

緒論：本研究整合行動調節理論與多工時間觀理論，探討顧客不文明行為對公辦民營運動中心員工工作績效之負向影響，並進一步探究工作中斷在其中扮演的中介角色，以及員工自身的多工時間觀對其中介模式之調節效果。方法：本研究以全台營運滿一年以上之公辦民營運動中心初階經理人及其部屬為主要研究對象，以紙本問卷收集研究資料。統計至109年11月，全台營運超過一年以上的公辦民營運動中心共有43間，本研究實際納入31間運動中心，總計回收219份有效之直屬主管與部屬對偶資料（有效問卷回收率94.8%），並以信度檢驗、驗證性因素分析、皮爾森相關分析，以及階層迴歸分析進行假設驗證，階層迴歸分析採用SPSS PROCESS macro中的分析模式4與模式58，分別檢驗假設模型中的中介效果與條件式間接效果。結果：分析結果多數支持本研究的假設，顧客不文明行為會顯著負向影響工作中斷與主管評估的工作績效，唯工作中斷的中介效果假設未獲得支持。然而，整合模式的分析結果發現，員工的多工時間觀會顯著調節上述中介效果；換言之，當運動場館員工的多工時間觀較低時，顧客不文明行為會透過工作中斷的中介效果顯著負向影響工作績效，但多工時間觀較高或中度的員工而言，工作中斷的中介效果則未達到顯著水準。結論：本研究結果闡明了顧客不文明行為如何對運動服務業或運動場館業中的員工產生負向影響歷程與結果。因此，在實務上建議相關機構應提供員工職前與客戶服務培訓。此外，本研究也強調員工的主體性與時間認知因應彈性，證實員工的多元時間觀能減緩不文明顧客對待的不良後果，值得政府和運動業相關的私營機構深入思考參考。

Introduction: This study applied action regulation theory and polychronicity theory to investigate the adverse impacts of customer incivility on employees’job performance within sports stadiums. The study also explored the mediating role of work interruptions and the moderating effect of employees’polychronicity on the proposed mediation model. Methods: Data were collected using paper questionnaires from junior managers and their subordinates in public-to-private sports centers in Taiwan, which had been operational for over one year by November 2020. Out of the 43 centers meeting this criterion, 31 were included in the study. A total of 219 valid dyads consisting of direct supervisors and subordinates were collected, resulting in a response rate of 94.8 %. We employed reliability tests, confirmatory factor analysis, Pearson correlation analysis, and hierarchical regression analysis to assess hypotheses and the research framework. We examined the mediating effect and conditional indirect effects using Model 4 and Model 58 of the SPSS PROCESS macro. Results: The majority of our results supported the research hypothesis that customer incivility significantly negatively affected work interruptions and job performance, as evaluated by supervisors. However, the hypothesis regarding the mediating effect of work interruptions was not supported. Integrated model analysis revealed that employees’polychronicity significantly moderated the proposed mediating effect of work interruptions. While customer incivility significantly decreased the supervisor-evaluated job performance of employees with relatively lower polychronicity levels through the mediating effect of work interruptions, the mediating effect was not significant for employees with relatively higher or moderate levels of polychronicity. Conclusion: Our results elucidated how customer incivility negatively impacted employees in the sports service or sports venue industry. Consequently, it is recommended that organizations provide pre-employment and customer service training for employees. This study also emphasizes the employees’agency and temporal cognitive flexibility, confirming that employees’polychronicity can alleviate the adverse consequences of uncivil customer treatment. This finding deserves consideration by both government and private entities within the sports industry.