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外文摘要
引文資料
題名:
以情緒勞動為中介變數探討愉悅性與員工正面情感傳遞之關係
書刊名:
華人前瞻研究
作者:
林少龍
/
陳玟潔
/
陳曉天
作者(外文):
Lin, Shao-lung
/
Chen, Wen-jiae
/
Chen, Sheau-Tien
出版日期:
2007
卷期:
3:1
頁次:
頁93-111
主題關鍵詞:
愉悅性
;
情緒勞動
;
淺層演出與深層演出
;
員工正面情感傳遞
;
Agreeableness
;
Emotional labor
;
Surface acting and deep acting
;
Employee positive affective delivery
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:0
共同引用:0
點閱:28
本研究目的在探討愉悅性(agreeableness)特質、情緒勞動(淺層演出與深層演出)以及員工正面情感傳遞之關係。本研究採用問卷調查法,以與顧客直接接觸的櫃檯員工為樣本,有效回收樣本共計303份(回收率86.57%)。研究結果顯示愉悅性不影響淺層演出,但正向影響深層演出;淺層演出與深層演出分別負向及正向影響員工正面情感傳遞;愉悅性與員工正面情感傳遞呈現正向關係。由路徑分析的結果進一步顯示愉悅性乃直接影響員工正面情感傳遞,而非經由情緒勞動的中介。本研究發現在理論及管理實務上的意涵,並對未來研究方向提出建議。
以文找文
The study used questionnaire survey research to examine the relationship among agreeableness (AG), emotional labor (surface acting and deep acting) and employee positive affective delivery (EPAD) with a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that AG influenced deep acting but did not affect surface acting positively; surface acting and deep acting both affected FPAG negatively and positively respectively; the directly positive effect of AG on EPAD. However, another result that above results was run by path analysis revealed the intervening variable (emotional labor) had no obvious impact between AG and EPAD. The authors discussed the implications for theory and practices, and suggestions for the further study.
以文找文
期刊論文
1.
Frank, M. G.、Ekman, P.、Friesen, W. V.(1993)。Behavioral Markers and Recognizability of the Smile of Enjoyment。Journal of Personality and Social Psychology,64(1),83-89。
2.
Saucier, G.、Ostendorf, F.(1999)。Hierarchical subcomponents of the big five personality factors: A cross-language replication。Journal of Personality and Social Psychology,76(4),613-627。
3.
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。
4.
Gross, J. J.(1998)。Emotional expression in cancer onset and progression。Social Science and Medicine,28,1239-1248。
5.
Surakka, V.、Hietanen, J. K.(1998)。Facial and emotional reactions to Duchenne and non-Duchenne smiles。International Journal of Psychophysiology,29(1),23-33。
6.
Tan, H. H.、Foo, M. D.、Chong, C. L.、Ng, Renee(2003)。Situational and dispositional predictors of displays of positive emotions。Journal of Organizational Behavior,24(8),961-978。
7.
Tenopyr, M.(1993)。Construct Validation Needs in Vocational Behavior Theories。Journal of Vocational Behavior,43,84-89。
8.
Tobin, R. M.、Graziano, W. G.、Vanman, E. J.、Tassinary, L. G.(2000)。Personality, emotional experience, and efforts to control emotions。Journal of Personality and Social Psychology,79(4),656-669。
9.
Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。
10.
Hurtz, Gregory M.、Donovan, John J.(2000)。Personality and job performance: The big five revisited。Journal of Applied Psychology,85(6),869-879。
11.
Pugh, S. D.(2001)。Service with a smile: Emotional contagion in the service encounter。Academy of Management Journal,44(5),1018-1027。
12.
Grandey, Alicia A.(2000)。Emotion regulation in the workplace: a new way to conceptualize emotional labor。Journal of Occupational Health Psychology,5(1),95-110。
13.
Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review,18(1),88-115。
14.
Brotheridge, Céleste M.、Grandey, Alicia A.(2002)。Emotional Labor and Burnout: Comparing Two Perspectives of "People Work"。Journal of Vocational Behavior,60(1),17-39。
15.
Brotheridge, Céleste M.、Lee, Raymond T.(2003)。Development and validation of the emotional labour scale。Journal of Occupational and Organizational Psychology,76(3),365-379。
16.
Kruml, S. M.、Geddes, D.(2000)。Exploring the dimensions of emotional labor: the heart of Hochschild's work。Management Communication Quarterly,14(1),8-49。
17.
Tsai, Wei-Chi、Huang, Yin-Mei(2002)。Mechanisms linking employee affective delivery and customer behavioral intentions。Journal of Applied Psychology,87(5),1001-1008。
18.
Hurley, Robert F.(1998)。Customer service behavior in retail settings: A study of the effect of service provider personality。Journal of the Academy of Marketing Science,26(2),115-127。
19.
Tsai, Wei-Chi(2001)。Determinants and consequences of employee displayed positive emotions。Journal of Management,27(4),497-512。
20.
Barrick, Murray R.、Mount, Michael K.(1991)。The big five personality dimensions and job performance: A meta-analysis。Personnel Psychology,44(1),1-26。
21.
Grandey, Alicia A.(2003)。When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery。Academy of Management Journal,46(1),86-96。
22.
Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review,21(4),986-1010。
23.
Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review,12(1),23-37。
24.
Diefendorff, James M.、Croyle, Meredith H.、Gosserand, Robin H.(2005)。The dimensionality and antecedents of emotional labor strategies。Journal of Vocational Behavior,66(2),339-357。
會議論文
1.
McLellan, R. A.、Schmit, M. J.、Amundson, M.、Blake, R.(1998)。Secret shopper ratings as an individual-level criterion for validation studies。13th Annual Conference of the Society for Industrial and Organizational Psychology。Dallas。
2.
Hoekstra, H.(1993)。Work and personality。The 6th meeting of International Society for the Study of Individual Differences。Baltimore, Maryland。
圖書
1.
Hogan, R.、Johnson, J.、Briggs, S.(1997)。Handbook of Personality Psychology。San Diego, CA:Academic Press。
2.
Costa, P. T.、McCrae, R. R.(1992)。Revised NEO personality inventory (NEO PI-R) and NEP five-factor inventory (NEO-FFI): professional manual。Psychological Assessment Resources。
3.
Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。
4.
Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。
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