就事論事或將心比心？顧客不當對待與員工身心壓力的情緒歷程：壓力源評估與同理心特質的調節效果

The Emotional Process Linking Customer Mistreatment and Employees' Physical and Psychological Symptoms: The Moderating Roles of Daily Stressor Appraisals and Trait Empathy

本研究從壓力源評估─情緒的角度切入，探討服務人員每日遭遇的不當對待，是否會透過負向情緒影響下班後的生理或心理壓力症狀。此外，亦檢視服務人員將顧客不當對待此事件視為是阻礙型或是挑戰型壓力源時，是否會調節前述顧客不當對待對服務人員身心壓力的情緒歷程。同時亦檢視服務人員同理心特質的緩衝效果。本研究使用經驗抽樣法，並選擇以149位第一線服務人員進行連續10個工作日、每天兩次的樣本蒐集。本研究一共成功配對1267筆每日資料，且運用多層次路徑分析進行假設檢定。結果發現，每日顧客不當對待會透過負向情緒，正向預測當晚生／心理壓力症狀；但顧客不當對待被評估為挑戰型壓力源、或服務人員具有高度同理心特質時，每日顧客不當對待並不會對後續負向情緒與生／心理壓力症狀造成影響。最後，本研究亦針對理論貢獻與管理意涵加以討論。

Drawing on the stressor-emotion model, the present study examined whether daily customer mistreatment triggers off-job physical/psychological symptoms via negative emotions. Furthermore, the present study also explored the buffering roles of daily hindrance/challenging stressor appraisals and trait empathy. Using the experience sampling method, the present study collected data from 149 front-line service employees twice a day, across 10 working days, resulting in 1267 daily responses. The results of multilevel path analyses indicated that daily customer mistreatment has positive indirect effects on off-job physical/psychological symptoms via negative emotions. Furthermore, challenging stressor appraisal and trait empathy mitigate the aforementioned emotional process of daily customer mistreatment. Theoretical and practical implications were further discussed.