由於消費者保護意識的抬頭，顧客開始注重自身的權益，從過去研究發現有關暫歇活動如何減少顧客無禮所導致的情緒耗竭之研究，尚未有具體的實證結果，本研究目的主要採討顧客無禮是否對客服人員的情緒耗竭造成影響與探討各種暫歇活動是否會弱化顧客無禮對情緒耗竭造成的正向影響。本研究以C電信客服人員為對象，經由電子問卷抽樣方式蒐集資料，共回收有效問卷680份，利用變異數分析、迴歸分析等方法進行檢定，研究結果顯示，顧客無禮對情緒耗竭產生正向影響、暫歇活動對情緒耗竭未產生正向影響，暫歇活動對於顧客無禮所衍生之情緒耗竭不具有弱化影響。根據上述研究結果，本研究提出管理意涵與未來研究方向之建議。

Due to the rising awareness of consumer protection, customers began to pay attention to their rights and interests. There is few studies examining whether micro-break activities can reduce emotional exhaustion caused by customer incivility. The purpose of this study is thus to investigate whether customer incivility affects the emotional exhaustion of customer service staff and examine whether various respite activities will weaken the association between customer incivility and emotional exhaustion. This study recruited customer service staff of C telecommunications in Taiwan. Data was collected via on-line questionnaire and obtained a final sample of   680 customer service employees. Hierarchical regression analysis was utilized to conduct subsequently analysis.The results showed that customer incivility had a positive effect on emotional exhaustion, and micro-break activities had no positive effect on emotional exhaustion. In addition, micro-break activities did not have a weakening effect on the relationship between customer treatment and emotional exhaustion. Based on these findings, this study provided suggestions and implications for management and future research directions.

目錄 I
圖目錄 II
表目錄 III 
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍 4
第四節 研究流程 5
第二章 文獻探討 6
第一節 顧客無禮 6
第二節 情緒耗竭 13
第三節 暫歇活動 16
第四節 變數之間的推論與假說 20
第三章 研究方法 27
第一節 研究架構 27
第二節 研究設計 27
第三節 變數衡量 28
第四節 信效度分析 30
第四章 結果與討論 33
第一節 樣本特性分析 33
第二節 差異分析 35
第三節 相關分析 48
第四節 廻歸分析 51
第五節 假設驗證 66
第五章 結論與建議 68
第一節 研究結論 68
第二節 管理意涵與建議 71
第三節 研究限制與後續研究建議 74
參考文獻 76
中文部分 76
英文部分 78
網路資 87

圖目錄
圖1-1 研究流程圖 5
圖3-1 研究架構 27

表目錄
表3-1 變數及子構面之信度表 32
表4-1 問卷回收人口統計特徵分析表 35
表4-2 性別與各變數差異分析表 37
表4-3 年齡與各變數差異分析表 39
表4-4 婚姻與各變數差異分析表 40
表4-5 教育程度與各變數差異分析表 42
表4-6 服務年資與各變數差異分析表 44
表4-7 月收入與各變數差異分析表 46
表4-8 直屬主管性別與各變數差異分析表 47
表4-9 研究變數之相關分析表 50
表4-10 暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 53
表4-11 放鬆型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 55
表4-12 營養攝取型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 57
表4-13 社交型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 59
表4-14 認知型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 61
表4-15 指導型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 63
表4-16 激勵型暫歇活動對顧客無禮衍生之情緒耗竭調節效果迴歸分析 65
表4-17 本研究各項假設驗證成果 66
表4-18 本研究暫歇活動子構面分析比較表 67

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