Limitations and Future Research

This study has certain limitations that also need to be taken into considerations. The sample population only consisted of frontline employees of restaurants in Taiwan and the overall sample size was relatively small (232 frontline employees). Meanwhile, various restaurants may operate under same or different management models. Therefore, the results may be somewhat limited in their generalizability. This issue could be addressed in future research with a larger sample of 企ontline employees across a broader range of service sectors.

We explore in this study about employees' perceptions of their struggling on problem customers, who unintentionally or deliberately disturbed servicers during service encounters (H吼叫仗， 2011). In fact, problem employees may also cause problem customers during service encounters. Despite it is not within the scope of this study to provide an extended discussion of the ongoing debates. Future study should be alerted this limitation and hope to clarify the concem for the judgments of

“

problem customers".

Evidence have examined a causal relationship between personality and emotional intelligence (e.g., Landy, 2005), and reported the influence of negative affectivity on emotional labor (Thoresen, Kaplan, Bars旬， Warren, and

deChermo帥， 2003). Future researchers may inc1uded these controls (i.e.^, personality and negative affectivity) based on prior research in order to gain a better understanding in relation to problem customer perceptions, emotionallabor tax, emotional intelligence, and positive service behaviors.

Similar to other studies on emotion management, this study used a cross sectional design to test the relationships among the variables. Even so, the design was still limited in being able to assert a causal relationship among problem customer perceptions, emotional labor tax, emotional intelligence, and positive service behaviors. To clarify the directionality of these relationships, it is recommended that 如何re research incorporate a longitudinal design to further confirm the causality of the aforementioned relationships.

Chiao Da Management Review Vol. 33 No.1, 2013 29

In this study, though the overall results are consistent for these outcome variables, however, we suggest that future research investigate the potential for higher EI to influence relationships between problem customer perceptions and other outcomes, such as job performance and motivation. Such research could add additional insight into the abilities of higher EI to increase overalllevels of coping emotional resources. Moreover, a suggestion for fu仙re research is to examine other variables that may buffer or minimize the negative impact of problem customer perceptions. In conc1usion, we believe that there is much to leam about the implications of problem customer perceptions and the abilities of EI to act as an interactive variable. We hope that the findings can serve as a foundation for

臼ture research and we believe that the use of COR provides the appropriate reasoning to clarify these relationships.

Appendix

Problem Customer Perceptions

1 feel my customer treats me in impolite manners.

1 feel my customer 仕eats me with insult.

1 feel my customer persists 企om improper remarks or comments.

1 feel my customer 仕eats me without dignity.

1 feel my customer c1arifies hislher service needs incompletely.

1 feel my customer explains hislher service needs unreasonable.

1 feel my customer has been unfair in hislher communications with me.

1 feel my customer informs hislher service needs in an untimely manner.

Emotional Intelligence Se

lf-

emotion appraisal

1 have a good sense of why 1 have certain feelings most of the time.

1 have good understanding of my own emotions.

1 really understand what 1 fee1.

30 Dance with Problem Customers: An Examination

01

the Moderating Effect

01

Emotional Intelligence

1 always know whether or not 1 am happy.

Others' emotion appraisal

1 always know my 企iends' emotions from their behavior.

1 am a good observer of others' emotions.

1 am sensitive to the feelings and emotions of others.

1 have good understanding of the emotions of people around me.

<Jse 01 emotion

1 always set goals for myself and then try my best to achieve them.

1 always tell myself 1 am a competent person.

1 am a self-motivated person.

1 would always encourage myself to try my best.

Regulation 01 emotion

1 am able to control my temper and handle difficulties rationally.

1 am quite capable of con仕ol1ing my own emotions.

1 can always calm down quickly when 1 am very angry.

1 have good control of my own emotions.

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