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題名：組織服務氣候對服務品質的影響：以員工正面情緒表達為中介變項
書刊名：臺大管理論叢
作者：蔡維奇 引用關係／吳姮憓 引用關係
作者(外文)：Tsai, Wei-chi／Wu, Heng-hui
出版日期：2001
卷期：12:1
頁次：頁149-169
主題關鍵詞：正面情緒表達；組織服務氣候；服務品質；Displayed positive emotions；Organizational service climate；Service quality
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(20) 博士論文(5) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:20
  • 共同引用共同引用:13
  • 點閱點閱:104
過去已有許多研究證實組織服務氣候與服務品質之間有正向關係，即當組織營造一個強調服務之氣候峙，顧客愈能感受較佳之服務品質。然而，過去研究並未深入解釋為何組織服務氣候會影響服務品質。Parasuraman, Zeithaml, and Berry ( 1985 )認為員工表現親切友善的情緒是決定服務品質的一個重要因素，因此本研究提出正面情緒表達為一影響組織服務氣候與服務品質之中介變項。本研究以大台北地區236位鞋店銷售員及232位顧客為對象，調查顧客對 服務品質之看法及店員對其組織服務氣候之認知，並以觀察法記錄店員之正面情緒表達。本研究利用LISREL進行資料分析，結果發現理論模型適配情形尚稱理想。具體而言，本研究提供一實證研究模型，證實組織服務氣候可經由正面情緒表達此一中介變頃，影響顧客服務品質知覺，亦即當組織氣候愈強調服務時，店員會表達愈親切友善的情緒，進而影響顧客對服務品質的評價。
Much of past research provided support for the positive relationship between organizational service climate and customer perceptions of service quality (e.g., Schneider, Parkington, and Buxton, 1980 ; Schneider and Bowen, 1985 ; Schneider and Bowen, 1993 ; Schneider, White, and Paul, 1998). That is, service organizations can manage and enhance their internal climate for service in order to increase the possibility of positive service quality evaluations by customers. However, past research failed to clearly explain why this relationship holds. Parasuraman, Zeithaml, and Berry (1985) viewed appropriate expressions of emotion on the part of employees as one of the key determinants of service quality. Thus, we proposed that employee displayed positive emotions may be a mediating variable between organizational service climate and customer perceptions of service quality. Data was collected from 236 sales clerks in 102 retail shoe stores in Northern Taiwan and 232 customers who were served by one of the sales clerks. Results of LISREL suggested that the proposed theoretical model fitted the data well, indicating a support of the hypotheses. It seems that organizational service climate influences employee displayed positive emotions which in tum, influences customer evaluation of service quality.
期刊論文
1.Wharton, A. S.、Erickson, R. J.(1993)。Managing emotions on the job at home: Understanding the consequences of multiple emotional roles。Academy of Management Review，18(3)，457-487。  new window
2.Schmit, M. J.、Allscheid, S. P.(1995)。Employee Attitudes and Customer Satisfaction: Making Theoretical and Empirical Connections。Personnel Psychology，48(3)，521-536。  new window
3.Sutton, R. I.、Rafaeli, A.(1988)。Untangling the relationship between display edemotions and organizational sales: The case of convenience stores。Academy of Management Journal，31(3)，461-487。  new window
4.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。  new window
5.Rafaeli, A.(1989)。When clerks meet customers: A test of variables related to emotional expressions on the job。Journal of Applied Psychology，74(3)，385-393。  new window
6.Sutton, R.(1991)。Maintaining norms about expressed emotions: The case of bill collectors。Administrative Science Quarterly，36(2)，245-268。  new window
7.Schneider, B.、Gunnarson, S. K.、Niles-Jolly, K.(1994)。Creating the Climate and Culture of Success。Organizational Dynamics，23(1)，17-29。  new window
8.Watson, D.、Clark, L. A.、Tellegen, A.(1988)。Development and validation of brief measurement of positive and negative affect: the panas scales。Journal of Personality and Social Psychology，54(6)，1063-1070。  new window
9.Brown, C. S.、Sulzer-Azaroff, B.(1994)。An assessment of the relationship between customer satisfaction and service friendliness。Journal of Organization Behavior Management，14(2)，55-75。  new window
10.Fitzgerald, L. F.、Drasgow, F.、Hulin, C. L.、Gelfand, M. J.、Magley, V. J.(1997)。Antecedents and Consequences of Sexual Harassment in Organizations: A Test of an Integrated Model。Journal of Applied Psychology，82(4)，578-589。  new window
11.Tornow, Walter W.、Wiley, Jack W.(1991)。Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences。Human Resource Planning，14(2)，105-115。  new window
12.黃家齊、戚樹誠、李長貴(19990600)。技術特性、績效資訊與薪資給付基礎之關聯性研究--整合組織控制觀點。管理學報，16(2)，285-314。new window  延伸查詢new window
13.Schneider, B.、Parkington, J. J.、Buxton, V. M.(1980)。Employee and Customer Perceptions of Service in Banks。Administrative Science Quarterly，25(2)，252-267。  new window
14.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。  new window
15.Schneider, B.、Wheeler, J. K.、Cox, J. F.(1992)。A passion for service: Using content analysis to explicate service climate themes。Journal of Applied Psychology，77(5)，705-716。  new window
16.葉桂珍(19950200)。Exploring the Relationship between Corporate Ethicalness and Turnover Intention for Retail Store。臺大管理論叢，6(1)，81-100。new window  new window
17.Morris, J. Andrew、Feldman, Daniel C.(1997)。Managing emotions in the workplace。Journal of Managerial Issues，9(3)，257-274。  new window
18.James, Lawrence R.、Demaree, Robert G.、Wolf, Gerrit(1984)。Estimating Within-Group Interrater Reliability with and Without Response Bias。Journal of Applied Psychology，69(1)，85-98。  new window
19.Schneider, B.、White, S. S.、Paul, M. C.(1998)。Linking service climate and customer perceptions of service quality: Tests of a causal model。Journal of Applied Psychology，83(2)，150-163。  new window
20.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
21.Baldwin, Timothy T.、Ford, J. Kevin(1988)。Transfer of Training: A Review and Directions for Future Research。Personnel Psychology，41(1)，63-105。  new window
22.Morrison, E. W.(1996)。Organizational Citizenship Behavior as a Critical Link between HRM Practices and Service Quality。Human Resource Management，35(4)，493-512。  new window
23.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。  new window
24.Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review，12(1)，23-37。  new window
25.Schneider, Benjamin、Bowen, David E.(1993)。The service organization: Human resources management is crucial。Organizational Dynamics，21(4)，39-52。  new window
26.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。  new window
27.Deshpandé, Rohit、Farley, John U.、Webster, Frederick E. Jr.(1993)。Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis。Journal of Marketing，57(1)，23-37。  new window
28.Narver, John C.、Slater, Stanley F.(1990)。The Effect of a Market Orientation on Business Profitability。Journal of Marketing，54(4)，20-35。  new window
29.Donovan, Robert J.、Rossiter, John R.(1982)。Store atmosphere: An environmental psychology approach。Journal of Retailing，58(1)，34-57。  new window
30.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
31.Shrout, P. E.、Fleiss, J. L.(1979)。Intraclass correlations: Uses in assessing rater reliability。Psychological Bulletin，86(2)，420-428。  new window
32.Johnson, J.(1996)。Linking employee perceptions to customer satisfaction。Personnel Psychology，49，831-852。  new window
33.Wiley, J. W.(1991)。Customer satisfaction: A supportive work environment and its financial cost。Human Resource Planning，14，117-127。  new window
圖書
1.Czepiel, J.、Solomon, M. R.、Surprenant, C. F.(1985)。The Service Encounter。Lexington, MA：Lexington Books。  new window
2.Schoell, W. F.、Guiltinan, J. P.(1995)。Marketing: Contemporary Concepts and Practices。Englewood Cliffs, New Jersey：Prentice-Hall。  new window
3.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。  new window
4.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
5.張劭勳(2001)。研究方法。台中：滄海書局。  延伸查詢new window
6.Hatfield, Elaine、Cacioppo, John T.、Rapson, R. L.(1994)。Emotional contagion。New York, NY：Cambridge University Press。  new window
7.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。  new window
8.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
9.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago：Scientific Software。  new window
10.Quinones, M. A.(1997)。Contextual influences on training effectiveness。Training for a Rapidly Changing Workplace: Applications of Psychological Research。Washington, DC：American Psychological Association。  new window
11.Luchsinger, V. P.、Vroman, H. W.(1994)。Managing Organizational Quality。Irwin。  new window
圖書論文
1.Ekma, P.(1973)。Cross culture studies of facial expression。Darwin and facial expression: A century of research in review。New York：Academic Press。  new window
2.Schneider, B.、Bowen, D. E.(1993)。Personnel / Human Resource Management In The Service Sector。Research in Personnel and Human Resources Management。Greenwich, C.T：JAI Press。  new window
3.Van Maanen, J.、Kunda, G.(1989)。Real Feelings: Emotional expression and organizational culture。Research in Organizational Behavior。Greenwich, CT：JAI Press。  new window
4.Schneider, B.(1990)。The climate for service: An application of the climate construct。Organizational climate and culture。San Francisco, California：Jossey-Bass。  new window
 
 
 
 
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