符合情緒規範的表達方式：從客服人員對顧客與組織的觀點_

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	符合情緒規範的表達方式：從客服人員對顧客與組織的觀點
書刊名：	觀光休閒學報
作者：	黃品全
作者(外文)：	Hwang, Pin-chyuan
出版日期：	2012
卷期：	18:2
頁次：	頁89-110
主題關鍵詞：	情緒勞務；對顧客的情感承諾；待客適應力；社會交換；經濟交換；Emotional labor；Affective commitment to customers；Adaptability；Social exchange；Economic exchange
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:0 點閱:92

本研究從人員在服務工作中的二個面向，探討符合情緒規範之表達方式的影響因子：對於顧客(對顧客的情感承諾與適應力)，及對於組織(與組織的社會、經濟交換)。以航空公司客服中心239 位人員之有效問卷，使用AMOS 5.0 之檢驗發現，顧客情感承諾對正面一致呈正向作用，待客適應力對正面一致、深層飾演呈正向作用。社會交換與正面一致及深層飾演呈正相關，經濟交換則與表層飾演呈正相關。此外，待客適應力的調節效果分析發現，適應力能弱化情感承諾與深層飾演的正向關係，強化情感承諾與表層飾演的負向關係。最後，本研究結果也對情緒勞務提供進一步的學理思維及實務意涵。

以文找文

This study discussed predictors of the ways to express emotions required by display rule from two perspectives of service work: toward customers (affective commitment and adaptability to customers) and toward organization (social and economic exchange relationships with organization). With AMOS 5.0, data of 239 employees at airlines service centers indicated that affective commitment was positively related to positive consonance. Employees with higher adaptability used more positive consonance and deep acting. There were positive relations among social exchange, positive consonance,and deep acting; economic exchange and surface acting was positively related. Further,adaptability was proved to moderate the relations of affective commitment to deep and surface acting. Specifically, the positive relation between affective commitment and deep scting was weaker when adaptability was high; the negative relation between affective commitment and surface acting was stronger when adaptability was high. Finally,theoretical and managerial implications of the results for emotional labor were discussed.

以文找文

期刊論文
1.	Gosserand, R. H.、Diefendorff, J. M.(2005)。Emotional display rules and emotional labor: The moderating role of commitment。Journal of Applied Psychology，90(6)，1256-1264。
2.	Chen, G.、Klimoski, R. J.(2003)。The impact of expectations on newcomer performance in teams as mediated by work characteristics, social exchanges, and empowerment。The Academy of Management Journal，46(5)，591-607。
3.	Loi, R.、Mao, Y.、Ngo, H.-y.(2009)。Linking leader-member exchange and employee work outcomes: The mediating role of organizational social and economic exchange。Management and Organization Review，5，401-422。
4.	Tekleab, A. G.、Takeuchi, R.、Taylor, M. S.(2005)。Extending the Chain of Relationships among Organizational Justice, Social Exchange, and Employee Reactions: The Role of Contract Violations。Academy of Management Journal，48(1)，146-157。
5.	Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。
6.	Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing，68(1)，128-146。
7.	Redman, T.、Snape, E.(2005)。Unpacking commitment: Multiple loyalties and employee behavior。Journal of Management Studies，42(2)，301-328。
8.	Gremler, D. D.、Gwinner, K. P.(2008)。Rapport building behaviors used by retail employees。Journal of Retailing，84(3)，308-324。
9.	Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing，60(4)，52-70。
10.	Shore, Lynn M.、Tetrick, Lois E.、Lynch, Patrick、Barksdale, Kevin(2006)。Social and Economic Exchange: Construct Development and Validation。Journal of Applied Social Psychology，36(4)，837-867。
11.	Gwinner, K. P.、Bitner, M. J.、Brown, S. W.、Kumar, A.(2005)。Service Customization through Employee Adaptiveness。Journal of Service Research，8(2)，131-148。
12.	Pulakos, E. D.、Arad, S.、Donovan, M. A.、Plamondon, K. E.(2000)。Adaptability in the workplace: Development of a taxonomy of adaptive performance。Journal of Applied Psychology，85(4)，612-624。
13.	Grandey, A. A.、Dickter, D. N.、Sin, H. P.(2004)。The customer is not always right: Customer aggression and emotion regulation of service employees。Journal of Organizational Behavior，25(3)，397-418。
14.	Goldberg, L. S.、Grandey, A. A.(2007)。Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation。Journal of Occupational Health Psychology，12(3)，301-318。
15.	Eisenberger, Robert、Armeli, Stephen、Rexwinkel, Barbara、Lynch, Patrick D.、Rhoades, Linda(2001)。Reciprocation of perceived organizational support。Journal of Applied Psychology，86(1)，42-51。
16.	Brotheridge, Celeste M.、Lee, Raymond T.(2002)。Testing a conservation of resources model of the dynamics of emotional labor。Journal of Occupational Health Psychology，7(1)，57-67。
17.	Grandey, Alicia A.(2000)。Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor。Journal of Occupational Health Psychology，5(1)，95-110。
18.	Ahearne, M.、Mathieu, J.、Rapp, A.(2005)。To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance。Journal of Applied Psychology，90(5)，945-955。
19.	Meyer, J. P.、Becker, T. E.、Vandenberghe, C.(2004)。Employee Commitment and Motivation: A Conceptual Analysis and Integrative Model。Journal of Applied Psychology，89(6)，991-1007。
20.	Allen, J. A.、Pugh, S. D.、Grandey, A. A.、Groth, M.(2010)。Following display rules in good or bad faith? Customer orientation as a moderator of the display rule-emotional labor relationship。Human Performance，23(2)，101-115。
21.	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。
22.	Glomb, Theresa M.、Tews, Michael J.(2004)。Emotional labor: A conceptualization and scale development。Journal of Vocational Behavior，64(1)，1-23。
23.	Grandey, Alicia A.、Fisk, Glenda M.、Mattila, Anna S.、Jansen, Karen J.、Sideman, Lori A.(2005)。Is "service with a smile" enough? Authenticity of positive displays during service encounters。Organizational Behavior and Human Decision Processes，96(1)，38-55。
24.	Hennig-Thurau, Thorsten、Groth, Markus、Paul, Michael、Gremler, Dwayne D.(2006)。Are all smiles created equal? How emotional contagion and emotional labor affect service relationships。Journal of Marketing，70(3)，58-73。
25.	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。
26.	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。
27.	Peccei, R.、Rosenthal, P.(1997)。The Antecedents of Employee Commitment to Customer Service: Evidence from a UK。The International Journal of Human Resource Management，8(1)，66-86。
28.	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。
29.	Moorman, Robert H.(1991)。Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?。Journal of Applied Psychology，76(6)，845-855。
30.	Hobfoll, Stevan E.(1989)。Conservation of Resources: A New Attempt at Conceptualizing Stress。American Psychologist，44(3)，513-524。
31.	Bentler, Paul M.、Chou, Chih-ping(1987)。Practical Issues in Structural Modeling。Sociological Methods and Research，16(1)，78-117。
32.	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。
33.	Settoon, Randall P.、Bennett, Nathan、Liden, Robert C.(1996)。Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity。Journal of Applied Psychology，81(3)，219-227。
34.	Hobfoll, Stevan E.(2001)。The Influence of Culture, Community, and the Nested-Self in the stress Process: Advancing Conversation of Resources Theory。Applied Psychology: An International Review，50(3)，337-421。
35.	Crampton, S. M.、Wagner, J. A. III(1994)。Percept-percept inflation in microorganizational research: An investigation of prevalence and effect。Journal of Applied Psychology，79(1)，67-76。

圖書
1.	Blau, P.(1964)。Power and exchange in social life。New York：Wiley & Sons。
2.	黃芳銘(2009)。結構方程模式--理論與應用。台北：五南圖書出版股份有限公司。延伸查詢
3.	Robbins, S. P.、Judge, T. A.(2007)。Organizational behavior。Englewood Cliffs, NJ：Prentice- Hall。
4.	Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。

其他
1.	L. A. Bettencourt, S. W. Brown & S. B. Mackenzie(2005)。Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents。
2.	J. N. Cappella & J. Green(1984)。The effects of distance and individual differences in arousability on nonverbal involvement: A test of discrepancy-arousal theory。
3.	M. Mikolajczak, C. Menil & O. Luminet(2007)。Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labour processes。
4.	A. J. S. Morin, I. Madore, J. Morizot, J. S. Boudrias & M. Tremblay(2009)。Multiple targets of workplace affective commitment: Factor structure and measurement invariance of the workplace affective commitment multidimensional questionnaire。
5.	R. Peccei & P. Rosenthal(2000)。Front-line responses to customer orientation programmes: A theoretical and empirical analysis。
6.	W. B. Schaufeli, D. Van Dierendonck & K. Van Gorp(1996)。Burnout and reciprocity: Towards a dual-level social exchange model。
7.	C. Vandenberghe, K. Bentein, R. Michon, J.-C. Chebat, M. Tremblay, & J.-F. Fils(2007)。An examination of the role of perceived support and employee commitment in employee-customer encounters。

圖書論文
1.	Grove, Stephen J.、Fisk, Raymond P.(1989)。Impression Management in Services Marketing: A Dramaturgical Perspective。Impression Management in the Organization。Hillsdale, NJ：Lawrence Erlbaum Associates, Inc.。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	教師主動性人格增進其建言行為！由特質活化理論檢視知覺學校組織支持的潛在調節效果
2.	Two HR Systems and Employees' Responses to Social and Economic Exchange Mechanisms
3.	客務部門第一線員工情緒勞務、工作滿足與組織公民行為之相關研究--以工作特性為干擾變項
4.	購物網站之網路顧客關係管理對忠誠度影響--顧客觀點

1.	社會交換與經濟交換的準理性﹕高雄作為兩岸合作試點城市的跨域治理研究

無相關書籍

無相關著作

1.	顧客承諾與情緒勞務之關係：情感承諾的調節作用
2.	駱以軍《西夏旅館》中的「屍骸」書寫與主體建構
3.	航空地勤服務人員情緒勞務與工作態度之相關研究--以工作倦怠為中介變項
4.	服務業人員之組織歸屬感、心流經驗與正向行為之關係：瘦身美容業實證研究
5.	基層公務員的情緒壓力與工作滿足感關係之研究--以交通部公路總局新竹區監理所人員為例
6.	探討銀行客服銷售人員與顧客購買意圖之關聯性--在消費金融與財富管理商品之比較
7.	客服人員情緒勞務負擔與工作滿意度之研究--以亞太電信為例
8.	餐旅服務業薪資結構、薪酬滿意及任務績效關係之研究：以階層線性模型分析
9.	職場社會支持與服務人員工作壓力、工作投入關係之研究--以餐飲服務業為例
10.	人力派遣服務業於臺灣觀光旅館業之角色扮演與應用
11.	兼職員工為主之服務業人員排班方法--以速食業為探討對象
12.	服務業顧客知覺關係狀態與未來關係發展之研究
13.	服務業員工角色壓力、自我效能、工作滿意度與內部服務品質之關係--以百貨業為例之實證研究
14.	高中教師情緒智力、情緒勞務、組織支持、心理資本與工作滿意度關係之研究
15.	服務業顧客公民行為與不良行為的影響因素研究: 以連鎖咖啡店為例

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫