第五章 討論與建議
第三節 研究限制與建議
本研究仍有幾個研究限制須注意，第一個限制為，本研究在同一時間收集資料，且 顧客不當對待與負向心情為同一資料來源。這可能有同源偏誤(CMV)的影響，且無法驗 證顧客不當對待與負向心情、員工偏差行為之先後關係。然而，依據常理及相關研究，
顧客不當對待不一定每天都會發生。建議未來研究可將將顧客不當對待與結果變數分開 時間蒐集資料，以充分驗證因果關係。第二個限制為問卷填寫對象，由於本問卷分為個 人問卷及同事問卷，但某些服務人員在與顧客接觸時也容易受到顧客不當對待，但是並 非都有同事在場（例如：房仲，保險業務員等），故無法檢測其同事支持的行為。第三 個限制為，樣本中兼職員工的比例略高於正職，雖然現今許多服務業普遍雇用大量的兼 職員工，但有可能他們對待顧客的態度及技巧有所不足，有可能會影響他們對於顧客不 當對待的反應，建議未來研究樣本的對象多以正職員工為主，而非兼職員工。
除了顧客不當對待外，會造成員工負向心情的因素也包含組織內的來源，例如主管 的不當督導，同事之間的偏差行為，故可以不同的自變數來探究造成員工負向心情與偏 差行為的成因；或將依變數改成工作當下會發生的情形，如工作壓力、工作倦怠、情緒 勞務、深層及表層偽裝等。不同的人格特質對於個人情感的調節也可能會出現不同的影 響。以往較少學者單以同事支持的角度來探究如何緩和因顧客不當對待對組織員工的心 情及行為的影響，未來研究可以再加上主管的支持行為，了解來自不同對象的支持行為 是否會影響員工的負向心情與員工偏差行為。此外，也可將支持行為作出分類，探討不 同的支持行為對與負向心情與偏差行為的影響程度的不同。例如，House(1981) 將支持 類型分為工具性支持 (instrumental support)、情感性支持 (emotional support)、訊息性支 持 (informational support) 以及評價性支持 (appraisal support) 做分類，來探討不同類型 的支持行為的調節作用是否有差異。由於本研究的同事支持與負向心情及人際面偏差調 節只有微弱支持，因此建議後續研究能以以上變數進行探究。
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