隨著產業結構的改變，服務業在現今的各行各業中已佔有很高的比例。探討如何促進服務業的服務績效已經成為當前重要的課題。本研究試圖探討主管的不當督導與部屬服務績效之間的關聯性。本研究以「替代性侵犯假說」為理論基礎，探討部屬對顧客宣洩情緒在不當督導與服務績效的中介效果。此外，本研究也探討部屬的授權賦能在不當督導與對顧客宣洩情緒間的調節效果。本研究採用問卷調查法，以台灣地區服務業的第一線服務人員及其直屬主管作為研究對象，共發出250份配對問卷，回收159份有效配對樣本。透過階層迴歸分析，研究結果顯示：(1)不當督導與服務績效間具有負向的關聯性；(2)不當督導與部屬對顧客宣洩情緒間具有正向的關聯性；(3)不當督導會透過部屬對顧客宣洩情緒的中介，以預測部屬的服務績效；(4)部屬的授權賦能在不當督導與其對顧客情緒宣洩間的調節效果並不存在。

With the changing of industrial structure, the service industries have accounted for a high proportion among all industries. How to promote the service performance of service industries have become an important issue in current days. This study investigated the relationship between abusive supervision and service performance. Based on displaced aggression perspective, this study explored the mediating effect of employee venting bad emotions to customer on the relationship between abusive supervision and service performance. This study also explored the moderating effects of employee empowerment on the relationship between abusive supervision and venting bad emotions to customer. We used questionnaire survey to conduct this study and collected subordinate-supervisor dyad data in the service industry of Taiwan. We distributed 250 questionnaires and finally obtained 159 valid pair of dyad questionnaires. The results of hierarchical regression showed that (1) abusive supervision was negatively related to service performance;(2) abusive supervision was positively related to venting bad emotion to customer; (3) abusive supervision predicted service performance through employee venting bad emotion to customer; (4) the moderating effect of employee empowerment on the relationship between abusive supervision and venting bad emotion to customer relationship does not exist.

中文文獻
行政院主計處統計資訊網http://www.dgbas.gov.tw/ct.asp?xItem=36793&ctNode=5624
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吳宗祐、鄭伯壎 (2006)。〈工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果〉。《中華心理學刊》，48，69-87。
吳宗祐、徐瑋伶、鄭伯壎 (2002)。〈怒不可遏或忍氣吞聲：華人企業主管威權領導與部屬憤怒反應〉。《本土心理學研究》，18，3-49。
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