工作熱情有助於緩解難纏顧客行為對情緒勞動的影響嗎？

Does work passion buffer the effect of jaycustomer behavior on emotional labor?

本研究基於情緒勞動模式(emotional labor model)，探究難纏顧客行為對於情緒勞動的影響，以及工作熱情在兩者關係間的調節效果。本研究以旅遊業領隊人員為研究對象，以立意取樣之問卷調查法蒐集兩組樣本。研究一：探究台灣旅遊業常見的難纏顧客行為類型，發放100份問卷，回收77份有效樣本，有效回收率為77%，研究結果發現，台灣旅遊業常見的難纏顧客行為可分為六種類型，包括：永不滿足型、自以為是型、自私自利型、事後抱怨型、金錢報復型、類似工作者型。研究二：依據研究一的結果以六種難纏顧客的情境設計腳本，採用隨機分派的方式發放210份問卷，回收193份，有效回收率達92.9%。由於金錢報復型與事後抱怨型不符合情緒勞動之服務情境，因此在後續分析中移除這兩類型的資料，最後的有效問卷為124份。研究結果顯示：第一，在實際的難纏顧客情境中，個人知覺難纏顧客行為對於表層演出有顯著正向關係，但對於深層演出則無顯著影響；第二，「永不滿足型」相較於「類似工作者型」，領隊人員將展現較高程度的表層演出；第三，當領隊人員工作熱情程度愈低，知覺難纏顧客行為與表層演出的正向關係將增強。

This study investigates the impact of jaycustomer behavior on emotional labor and the moderating effect of work passion based on the emotional labor model. The research targets were tour leaders, and two groups of samples were collected using a purposive sampling method. Study 1 aimed to explore the types of jaycustomer behavior in the Taiwanese tourism industry. 100 questionnaires were distributed, and 77 valid samples were obtained, resulting in an effective return rate of 77%. The results indicated six types of jaycustomer behavior: self-centered, unsatisfied, selfish, complaining, monetary vindictive, and similar service workers. In Study 2, based on six scenarios designed for jaycustomers, 210 questionnaires were distributed. Each participant was randomly assigned one of the six scenarios. 193 valid samples were collected, resulting in a valid response rate of 92.9%. Since the“monetary vindictive”type and the“complaining”type were not aligned with the service context of emotional labor, the data related to these two types were excluded from subsequent analyses, leaving 124 valid questionnaires. The results showed that (1) in the actual situations of serving difficult customers, the perceived level of jaycustomer behavior has a significant positive relationship with surface acting but no significant influence on deep acting; (2) compared to the“similar service worker”type, tour leaders tend to display more surface acting when dealing with the“unsatisfied”type; (3) when tour leaders have a lower level of work passion, the positive relationship between perceived jaycustomer behavior and surface acting becomes stronger.