Gender and Consumer Personality as Moderators of Customer Responses nto Positive Emotions by Contact Personnel_

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題名：	Gender and Consumer Personality as Moderators of Customer Responses nto Positive Emotions by Contact Personnel
書刊名：	Asia Pacific Management Review
作者：	Wang, Edward Shih-tse
出版日期：	2010
卷期：	15:1
頁次：	頁15-26
主題關鍵詞：	Displayed emotions；Emotional labors；Gender；Compliant personality
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:3 點閱:9

Previous research examines the role of displayed positive emotions by contact personnel (DPE) impact on consumers’ service satisfaction and behavioral intention. However, little work has been done on determining the origins of other differences in consumer characteristic responses to DPE, along with customers’ satisfaction and patronage intention. This work focuses on the moderator role (i.e. gender and consumer’s compliant personality) of consumer response to DPE Laboratory experiment results reveal females as generally more satisfied with contact personnel than males in DPE condition. Furthermore, male and female degree of compliance leads to decidedly different DPE consumer reactions. Highly compliant females respond more positively to DPE than less compliant females. In addition, highly compliant males respond less negatively to non-DPE than less compliant males. This study discusses implications for customized services theory and practitioners, and derives possible directions for future research.

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64.	Briggs, E.、Landry, T. D.、Daugherty, P. J.(2007)。Patronage in continually delivered business service contexts。Journal Business Research，60(11)，1144-1151。
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68.	Moore, D.J.(2007)。Emotion as a mediator of the influence of gender on advertising effectiveness: Gender differences in online self-reports。Basic & Applied Social Psychology，29(3)，203-211。
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74.	Leung, A.S.M.(2003)。Feminism in transition: Chinese culture, ideology and the development of the women’s movement in China。Asia Pacific Journal of Management，20(3)，359-374。
75.	Luong, A.(2005)。Affective service display and customer mood。Journal of Service Research，8(2)，117-130。
76.	Luong, A.(2007)。Gender and the underexpression of friendliness in the service context。Journal of Management and Organization，13(2)，102-113。
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78.	Spencer-Matthews, S.、Lawley, M.(2006)。Improving customer service: Issues in customer contact management。European Journal of Marketing，40(1/2)，218-232。
79.	Strauss, J.P.、Connerley, M.L.(2003)。Demographics, personality, contact, and universal-diverse orientation: An exploratory examination。Human Resource Management Journal，42(2)，159-174。
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81.	Oliver, M.B.、Weaver, III, J.B.、Sargeant, S.L.(2000)。An examination of factors related to sex differences in enjoyment of sad films。Journal of Broad-Casting and Electronic Media，44(2)，282-300。

圖書
1.	Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。
2.	Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。

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