顧客不當行為仍然是餐旅服務業的一個持續挑戰。本研究運用「壓力-狀態-反應」（PSR）框架，調查了餐旅服務業服務員工在面對顧客不當行為時所經歷的壓力、心理狀態以及應對方式。此外，本研究探討了正念在這一過程中的調節作用。通過使用結構方程技術，我們的研究發現，具有高度正念的員工更能夠減輕顧客不當行為對情感耗竭的不良影響。然而，一個意外的發現浮現出來：正念似乎放大了情感耗竭對離職傾向的影響。總之，與其捲入導致情感耗竭的對抗，具有高度正念的員工更傾向於有效地處理顧客情感，從而避免顧客不當行為的直接負面後果。這對於餐旅服務業來說是有利的，特別是在競爭激烈的行業環境中。然而，我們的研究顯示，高度正念的員工更有可能認識到自己處境的現實，並做出明智的決策，包括尋求替代就業機會。因此，未來的研究仍然有空間探討在不增加這些員工離職傾向的情況下應對顧客不當行為的策略。

Customer mistreatment may be an unavoidable issue for the hospitality industry. Based on the Pressure–State–Response (PSR) framework, this study investigates the process of employees’ pressure, state, and responses to customer mistreatment with the moderation of mindfulness. We collected 427 valid samples through an online survey conducted in Quanzhou, Zhangzhou, and Xiamen from March 1 to March 30, 2021. This study employed Confirmatory Factor Analysis (CFA) to test the validity and reliability of the measurement model. The fit indices of the Structural Equation Modeling (SEM) indicated that the model achieved an acceptable level of fit. By using SEM techniques, we find that employees with high levels of mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion; however, this study unexpectedly found that mindfulness can enhance the impact of emotional exhaustion on turnover intention. This study concludes that instead of conflicting with customers, resulting in their emotional exhaustion, these employees with mindfulness may deal with customer emotions, avoiding the immediate negative impact of customer mistreatment, which is beneficial for hospitality enterprises, particularly given the present state of competition in the industry. In sum, we derive the following essential findings. This study found that customer mistreatment significantly impacts employees' turnover intention and reveals that emotional exhaustion mediates the relationship between customer mistreatment and turnover intention according to the PSR framework. Additionally, we found that employees with high mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion. However, unexpectedly, our study discovered that mindfulness amplified the impact of emotional exhaustion on employees' turnover intention. This suggests that employees with high levels of mindfulness may recognize the reality of their situation rather than become confused and may choose to leave to find a new job. Therefore, there is still room for future research into ways to cope with customer mistreatment without increasing the turnover intention of such employees.

目錄-----------------------------------------------------Ⅰ
圖目錄-------------------------------------------------- Ⅲ
表目錄-------------------------------------------------- Ⅳ
第一章 緒論-----------------------------------------------1
第一節	 研究背景與動機-------------------------------1
第二節	 研究目的-------------------------------------6
第三節	 研究流程------------------------------------11
第四節	 研究範疇------------------------------------13
第二章 文獻探討------------------------------------------16
第一節	 顧客不當對待--------------------------------16
第二節	 壓力-狀態-反應 (PSR)架構--------------------17
第三節	 情緒耗竭的中介作用--------------------------18
第四節	 正念的調節作用------------------------------20
第五節	 正念的理論與實踐----------------------------22
第三章 研究方法-----------------------------------------42
第一節    研究假設------------------------------------42
第二節    變數測量------------------------------------45
第三節    研究模型------------------------------------45
第四節    資料收集與抽樣------------------------------47
第五節	 測量分析方法--------------------------------50
第四章 實證結果------------------------------------------52
第一節    敘述統計量----------------------------------52
第二節    項目分析------------------------------------55
第三節    模型驗證------------------------------------60
第四節    假設檢驗------------------------------------62
第五章 結論與建議----------------------------------------67
第一節    結論----------------------------------------67
第二節    研究意涵------------------------------------69
第三節    研究限制與未來發展建議-----------------------73
參考文獻---------------------------------------------78
附件一: 顧客不當行為量表
附件二：情緒耗竭量表
附件三：離職傾向量表
附件四：正念量表
附件五: 調查問卷
圖目錄
圖1-1 研究流程圖-----------------------------------------12
圖3-1 研究模型-------------------------------------------46
圖4-1 CFA 測量步驟---------------------------------------61
圖4-2 假說的實證結果-------------------------------------66
表目錄
表4-1 受訪者的社會人口統計資料----------------------------53
表4-2 敘述統計量-----------------------------------------54
表4-3 驗證性因素分析-------------------------------------59
表4-4 假設檢驗-------------------------------------------63
表4-5 中介效果檢驗---------------------------------------64 

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