預防顧客暴力行為及其相關因素探討〜以台北市某速食餐飲勞工為例

Abstract

本論文研究目的為探討預防顧客暴力行為及其相關因素。以台北市某速食餐飲連鎖企業任職於各餐廳正職幹部301人為研究母群體，並參酌專家意見編制結構性問卷進行調查，有效樣本為216人，回收率達86.4％。 本研究重要結果如下: 一、 研究對象具有良好的預防顧客暴力知識，在預防顧客暴力態度、預防顧客暴力自我效能對預防顧客暴力行為皆達顯著正向程度。 二、 年紀大在預防顧客暴力知識、預防顧客暴力自我效能方面優於年紀輕者；年資高者在預防顧客暴力知識、預防顧客暴力行為優於年資輕者；職位高者在預防顧客暴力知識、預防顧客暴力的態度預防顧客暴力自我效能優於職位低者。 三、 高的「預防顧客暴力知識」水準、良好「預防顧客暴力態度」和「預防顧客暴力自我效能」，可有效降低顧客暴力事件發生機率與降低嚴重度。 四、 「年資」、「預防顧客職場暴力知識」、「預防顧客職場暴力態度」、「預防顧客職場暴力自我效能」等變項對於「預防顧客暴力行為」最有預測解釋力，其中以「預防顧客暴力自我效能」最佳。

The purpose of this paper is to explore the prevention of customer violence and its related factors. A fast food restaurant chain in Taipei City served as a research parent group of 301 deputy cadres in various restaurants, and a structured questionnaire was prepared according to expert opinions. The effective sample was 216 people, The recovery rate is 86.4%. The important results of this study are as follows: 1. The research subjects have a good knowledge of preventing customer violence, and the attitude of preventing customer violence and preventing self-efficacy of customer violence are significantly positive to prevent customer violence. 2. Older people are better than young people in preventing customer violence knowledge and preventing customer self-efficacy; high-income people are better at preventing customer violence and preventing customer violence than younger people; those with higher positions are preventing customers from violent knowledge and preventing customers. Violent attitudes prevent customer violence from being more effective than those with low positions. 3. The high level of "customer violence prevention knowledge", good "prevention of customer violence" and "prevention of customer violence self-efficacy" can effectively reduce the incidence of customer violence and reduce the severity. 4. The "year-old", "prevention of customer workplace violence knowledge", "prevention of customer workplace violence attitude", "prevention of customer workplace violence self-efficacy" and other variables have the most predictive explanatory power for "preventing customer violence", including "preventing customer violence" self-efficacy is the best.