近年來，臺灣產業轉向以服務業為主的發展型態，隨著服務業競爭越來越激烈，組織提升服務品質且強調顧客至上的同時，也造成奧客的現象越來越頻繁的發生。而過去對於奧客的研究，多從顧客面進行探討，較少從員工面加以釐清，本研究將透過主觀及交互作用觀點來探討「奧客有可能是被員工所誘發的」。過去文獻已證實，當顧客知覺到員工不良行為時，其奧客行為嚴重程度會增加，本研究嘗試以員工的角度來釐清員工與奧客間之關係，當員工情緒發洩越高時，員工會不會知覺到更多奧客或更嚴重的奧客行為？而員工的工作壓力及員工與顧客間的服務接觸會不會具有調節的效果？本研究採問卷調查法，針對服務業第一線員工進行問卷發放，發放對象包含：餐飲業、飯店業、便利商店、飲料店員工等，共計發放386份問卷，有效回收309份，有效回收率80.05%。透過階層迴歸分析，本研究有以下幾點發現：（1）員工情緒發洩對其知覺到的奧客頻率及奧客行為嚴重程度皆呈正向關係。（2）工作壓力會強化員工情緒發洩與奧客行為嚴重程度間之正向關係；而工作壓力在員工情緒發洩與奧客頻率間則不具調節效果。最後本文對員工情緒發洩與奧客間之關係做進一步的整理與歸納，並針對相關理論及管理意涵進行討論。

In recent years, the primary mode of development for Taiwan's industrial transformation has been verging towards the service industries. As competition becomes fierce among the service industries, organizational efforts to improve service quality and adopt a customer-oriented approach have also led to a rise in the frequency of dysfunctional customer behavior. Past researches on dysfunctional customers have mostly taken a customer-oriented research perspective and less from an employee perspective. This research takes a subjective and interactive perspective to discuss the thesis that "employees may have induced dysfunctional customers." Past literatures have confirmed that customer awareness of employee dysfunction would increase the seriousness of dysfunctional customer behavior. This research attempts to clarify the relationship between employees and dysfunctional customers from an employee perspective. When employees' emotional venting rises, would the employees perceive more dysfunctional customers or more serious dysfunctional customer behaviors? Would there be a moderating effect between employees' job stress and the service encounters between employees and customers? This study adopted the questionnaire survey method, targeting frontline employees in the service industries, including staff in restaurants, hoteliers, convenience stores, and drink shops. A total of 386 questionnaires were administered with 309 valid returns and a valid return rate of 80.05%. A hierarchical regression analysis of the return data yields the following findings. (1) Employee emotional venting has a positive relationship with the frequency of perceived dysfunctional customers and the seriousness of dysfunctional customer behaviors. (2) Job stress would reinforce the positive relationship between employee emotional venting and the seriousness of dysfunctional customer behaviors. Job stress does not have a moderating effect on employee emotional venting and the frequency of dysfunctional customers. This study concludes by providing further discussion and inductive treatment of the relationship between employee emotional venting and dysfunctional customers. Further discussions on relevant theories and significance of administration are provided.

第一章 緒論 1
第一節 研究動機 1
第二節 研究問題與研究目的 5
第二章 文獻探討 7
第一節 奧客行為的定義與類型 7
第二節 影響奧客行為發生的前因 16
第三節 工作壓力之調節效果 22
第四節 服務接觸之調節效果 23
第三章 研究方法 27
第一節 研究架構與假設 27
第二節 研究對象與流程 28
第三節 研究變數與衡量 32
第四章 研究結果 43
第一節 各變數間的關係 43
第二節 研究假設實證分析 45
第五章 結論與建議 53
第一節 研究結果彙整 53
第二節 討論與研究意涵 54
第三節 研究限制與後續研究建議 56
參考文獻 59
附錄一 研究問卷（A卷） 65
附錄二 研究問卷（B卷） 69

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