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    政大機構典藏 > 理學院 > 心理學系 > 期刊論文 >  Item 140.119/110902
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/110902

    Title: Stressors, withdrawal, and sabotage in frontline employees: The moderating effects of caring and service climates.
    Authors: 郭建志
    Kao, Feng-Hsia;Cheng, Bor-Shiuan;Kuo, Chien-Chih;Huang, Min-Ping
    Contributors: 心理系
    Date: 2014-10
    Issue Date: 2017-07-12 09:25:42 (UTC+8)
    Abstract: In this study, we examine frontline employees in a multifoci approach for clarifying relationships between social stressors caused by supervisors, colleagues and customers, and turnover intentions, sick leave and service sabotage. The study also considers caring climates and service climates for moderating effects. Data were collected from 420 frontline employees and 30 supervisors in 30 hotels in the hospitality industry. Hierarchical linear model analysis confirmed that supervisor-caused stressors were more strongly related to turnover intention; colleague-caused stressors were more strongly related to sick leave; and customer-caused stressors were more strongly related to service sabotage. In addition, caring climates moderated the relationships between supervisor- and customer-caused stressors and turnover intentions. Service climates moderated the relationships between supervisor- and customer-caused stressors and service sabotage. The findings corroborate the target similarity model. The implications of this study for research and practice are discussed.
    Relation: Journal of occupational and organizational psychology, 87(4), 755-780
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1111/joop.12073
    DOI: 10.1111/joop.12073
    Appears in Collections:[心理學系] 期刊論文

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