職場之情緒勒索對第一線員工服務破壞行為之影響

The Study of Emotional Blackmail In The Workplace Affect Service Sabotage Behavior of First-Line Staff

一個人的情緒不僅影響自己的身心，更會無形或有心的去影響他人，當這樣的情形發生在職場上時，在當下的情緒難免受到影響，甚而無端波及你正在提供服務的對象，本研究將情緒勒索分為「正面情緒勒索」與「負面情緒勒索」，在工作場合中一旦自己承受到他人的情緒勒索時，是否會將情緒勒索所接收到的壓力進而發洩在服務的對象上，產生服務破壞行為，是為本研究的重點。本研究使用網路問卷及紙本問卷調查，測試職場之情緒勒索對服務破壞行為之間的關聯性，回收284份問卷，利用迴歸分析來探討職場之情緒勒索對服務破壞行為之關聯性，與人格特質是否對其產生干擾之效果。實證結果顯示：「正面情緒勒索」、「負面情緒勒索」以及「任一人格特質」皆會影響員工之服務破壞行為，其中以負面情緒勒索影響力較大，本研究對此進行研究結果探討，並後續提出建議。

A person’s emotions not only affect their own body and mind, but also affect others intentionally or unintentionally. Whilst this situation occurs in a workplace, emotions are unavoidably influenced. At times, negative emotions are even, for no reason, vented on customers whom people offer service to. In this study, “Emotional Blackmail” was divided into “positive type” and “negative type.” The focus of this study is to discuss people suffer from the emotional blackmail from others, whether those vent the pressure resulting from the emotional blackmail to their customers, which gives rise to service sabotage behavior of first-line staff. Additionally, this study was conducted with web-based questionnaires as well as paper-based questionnaires to test the relationship between emotional blackmail and service sabotage behavior of first-line staff. In addition, 284 questionnaires were returned. We exercised regression analysis to research into the relationship between emotional blackmail and service sabotage behavior of first-line staff. Furthermore, with the regression analysis, its effect on whether to generate interference on personality traits can also be shown. Above all, the result suggests that emotional blackmail and personality traits both do affect service sabotage behavior of first-line staff, and the impact of the negative emotional blackmail is greater. This study will look into the research result and then make suggestions.