|
李瑞玲、黃慧真與張美惠(1998)譯。EQⅡ(工作EQ) (原作者: Goleman, D.) 。台北市:時報文化出版社。(原著出版年:1998) 吳宗祐(2003)。工作中的情緒勞動:概念發展、相關變項分析、心理歷程議題探討。國立台灣大學心理學研究所博士論文,未出版,台北市。 林尚平(2000)。情緒勞務負擔量表之發展。中山管理評論,8(3),427-447。 徐江敏、李姚軍(1992)譯。日常生活的自我表演(原作者: Goffman, E. )。台北市:桂冠出版社。(原著出版年:1959) 陳曉萍、徐淑英、樊景立與鄭伯壎(2008)。組織與管理研究的實證方法(初版)。台北市:華泰文化。 Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social and General Psychology Monographs, 124(2), 229-246. Abraham, R. (1999). Emotional intelligence in organizations: A conceptualization. Genetic, Social and General Psychology Monographs, 125(2), 209-224. Adelmann, P. K. (1995). Emotional Labor as a Potential Source of Job Stress, In S. L. Sauter, and L. R. Murphy (Eds.). Organizational Risk Factors for Job Stress, Easton, MD: Easton Publishing. Amabile, T. M., Schatzel, E. A., Moneta, G. B., & Kramer, S. J. (2004). Leader behaviors and the work environment for creativity: Perceived leader support. The Leadership Quarterly, 15(1), 5-32. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423. Ashforth, B. E., & Humphrey, R. N. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2005). The crossover of burnout and work engagement among working couples. Human Relations, 58(5), 661-690. Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238. Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13(2), 139-161. Baumgartel, H., & Jeanpierre, F. (1972). Applying new knowledge in the back-home setting: A study of Indian managers’ adoptive efforts. Journal of Applied Behavioral Science, 8(6), 674-694. Bentler, P. M. (1992). On the fit of models to covariance and methodology to the bulletin. Psychological Bulletin, 112(3), 400-404. Bell, S. J., & Menguc, B. (2002). The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of Retailing, 78(2), 131-146. Berry, L. L. (1995). Relationship marketing of services-growing interest, Emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82. Bishop, J. H. (1990). Job performance, turnover, and wage growth. Journal of Labor Economics, 8(3), 363-386. Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14(1), 75-95. Brotherdge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39. Brotheridge, C. M., & Lee, R. T. (1998). On the dimensionality of emotional labour: Development and validation of the emotional labour scale. Paper presented at the First Conference on Emotions in Organization Life, San Diego. Brotheridge, C. M., & Lee, R. T. (2002). Test a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67. Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379. Brown, C. S., & Sulzer-Azaroff, B. (1994). An assessment of the relationship between customer satisfaction and service friendliness. Journal of Organizational Behavior Management, 14(2), 55-75. Carmeli, A., Ben-Hador, B., Waldman, D. A., & Rupp, D. E. (2009). How leaders cultivate social capital and nurture employee vigor: Implications for job performance. Journal of Applied Psychology, 94(6), 1553-1561. Carver, C. S., & Scheier, M. F. (1998). On the self-regulation of behavior. New York, New York: Cambridge University Press. Chau, S. L., Dahling, J. J., Levy, P. E., & Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30(8), 1151-1163. Chin, W. W., & P. Todd. (1995). On the use, usefulness, and ease of use of structural equation modeling in MIS research: A note for caution. MIS Quarterly, 19(2), 237-246. Cohen, S., & Wills, T. A. (1985). Stress, social support and the buffering hypothesis. Psychological Bulletin, 98(21), 310-357. Cronin, J. J., Brady, M. K. & Hult, G. T. (2000). Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76(2), 193-218. Delaney, J. E., & Huselid, M. A. (1996). The impact of human resource management practices on perceptions of organizational performance. Academy of Management Journal, 39(4), 949-969. Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499-512. Dessler, G. (1994). Human Resource Management. (6th ed.). N.J.: Prentice Hall. Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies. Journal of Vocational Behavior, 66(2), 339-357. Doll, W. J., Raghunathan, T. S., Lim, J. S., & Gupta, Y. P. (1995). A confirmatory factor analysis of the user information satisfaction instrument. Information Systems Research, 6(2), 177-189. Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), 453-461. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. Ekman, P. (1973). Darwin and Facial Expression: A Century of Research in Review. New York: Academic Press. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable and measurement error. Journal of Marketing Research, 18(1). 39-50. Fredrickson, B. L., & Joiner, T. (2002). Positive emotions trigger upward spirals toward emotional well-being. Psychological Science, 13(2), 172-175. Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64(1), 1-23. Godwyn, M. (2006). Using emotional labor to create and maintain relationships in service interactions. Symbolic Interaction, 29(4), 487-506. Gosserand, R. H., & Dienfendorff, J. M. (2005). Display rules and emotional labor: The moderating role of commitment. Journal of Applied Psychology, 90(6), 1256-1264. Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. Grandey, A. 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. Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. 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. Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must service with a smile be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893-904. Gross, J. J. (1998). Antecedent-and-response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74(1), 224-237. Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974. Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170. Hackman, J. R., & Oldham, G. R. (1980). Work Redesign. Reading, MA: Addison Wesley. Hair, J. F., Black, W. C., Babin, J., Anderson, R. E., & Thatam, R. L. (2006). Multivariate Data Analysis. (6th ed.). Upper Saddle River, NJ: Pearson Prentice-Hall. Hatcher, L. (1998). A step-by-step approach to using the SAS system for factor analysis and structural equation modeling, 3rd Printing. SAS Institute Inc. Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge. Heskett, J. L. (1987). Lesson in the service sector. Harvard Business Review, 65, 118-126. Hobfoll, S. E. (1989). Conservations of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524. Hobfoll, S. E. (1998). The psychology and philosophy of Stress, Culture, and Community. New York: Plenum. Hobfoll, S. E., & Shirom, A. (2000). Conservation of resources theory: Applications to stress and management in the workplace. In R. T. Golembiewski (Ed.). Handbook of organization behavior. (2nd rev. ed., p. 57-81). New York: Dekker. Hochschild, A. R. (1979). Emotion work, feeling rules and social structure. American Journal of Sociology, 85(3), 551-575. Hochschild, A. R. (1983). The managed heart: The Commercialization of Human Feeling. Berkeley, CA: University of California Press. House, J. S. (1981). Work stress and social support. Philippines: Addison-Wesley Publishing Company. James, N. (1989). Emotional labor: Skill and work in the regulation of feelings. Sociological Review, 37(1), 15-42. Johnson, H. A., & Spector, P. E. (2007). Service with a Smile: Do Emotional Intelligence, Gender, and Autonomy Moderate the Emotional Labour Process? Journal of Occupational Health Psychology, 12(4), 319-333. Jöreskog, K. G., & Sörbom, D. (1992). LISREL 8: User's Reference Guide. (2nd ed.). Chicago: Scientific Software International Inc. Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151-161. Kottke, J. L., & Sharafinski, C. E. (1988). Measuring perceived supervisory and organizational support. Educational and Psychological Measurement, 48(4), 1075-1079. Kristensen, T. S. (1999). Challenges for research and prevention in relation to work and cardiovascular disease. Scandinavian Journal of Work, Environment and Health, 25(6), 550-557. 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. Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. Loher, B. T., Noe, R. A., & Moeller, N. L. (1985). A Meta-analysis of The Relation of Job Characteristics to Job Satisfaction. Journal of Applied Psychology, 70(2), 280-289. Luthans, F. (2002). The need for and meaning of positive organizational behavior. Journal of Organizational Behavior, 23(6), 695–706. Luthans, F., & Youssef, C. M. (2007). Emerging positive organizational behavior. Journal of Management, 33(3), 321–349. Mann, S. (1999). Emotions at work: To what extent are we expressing, suppressing, or faking it? European Journal of Work and Organizational Psychology, 8(3), 347-369. Maslach, C. (1982). Burnout: The Cost of Caring. Englewood Cliffs, NJ: Prentice Hall. Maslach, C., & Jackson, S. E.(1986). Maslach Burnout Inventory Manual. (2nd ed.). Palo Alto, CA: Consulting Psychologists Press. Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology, 52(1), 397-422. McGrath, J. E. (1983). Stress and behavior in organization. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (p. 1351-1396). New York: John Wiley & Sons. McLellan, R. A., Schmit, M. J., Amundson, M., & Blake, R. (1998, April). Secret shopper ratings as an individual-level criterion for validation studies. Paper presented at the 13th Annual Conference of the Society for Industrial and Organizational Psychology, Dallas, TX. Meier, K. J., Mastracci, S. H., & Wilson, K. (2006). Gender and emotional labour in public organizations: An empirical examination of the link to performance. Public Administration Review, 66(6), 899-909. Morgeson, F. P., Delaney-Klinger. K., & Hemingway, M. A. (2005). The importance of job autonomy, cognitive ability, and job-related skill for predicting role breadth and job performance. Journal of Applied Psychology, 90(2), 399-406. Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010. Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274. Nunnally, J. C., & Berstein, I. (1994). Psychometric Theory. New York: McGraw-Hill. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903. Pugh, S. D. (2001). Service with a smile: emotional contagion in the service counter. Academy of Management Journal, 44(5), 1018-1027. Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2010). Willing and able to fake motions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 100(2), 1010-1018. Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion, 23(2), 125-154. Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-27. Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. In L. L. Cummings and B. M. Staw (Eds.), Research in organizational behavior (Vol. 11, p. 1-42). Greenwich, CT: JAI Press. Rindfleisch, A., Malter, A. J., Ganesan, S., & Moorman, C. (2008). Cross-Sectional Versus Longitudinal Survey Research: Concepts, Findings, and Guidelines. Journal of Marketing Research, 45(3), 261-279. Russell, D. W., Altmaier, E., & Van Velzen, D. (1987). Job-related stress, social support, and burnout among classroom teachers. Journal of Applied Psychology, 72(2), 269-274. Saxton, M. J., Phillips, J. S., & Blakeney, R. N. (1991). Antecedents and consequences of emotional exhaustion in the airline reservations service sector. Human Relations, 44(6), 583-595. Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(2), 163-184. Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293–315. Schaufeli, W., & Buunk, B. P. (2003). Burnout: An overview of 25 years of research and theorizing. In M. J. Schabracq, J. A. M. Winnubst, & C. L. Cooper (Eds.), Handbook of work and health psychology (p.383-425). Chichester: Wiley. Schaufeli, W. B., Leiter, M. P., Maslach, C., & Jackson, S. E. (1996). Maslach burnout inventory-general survey. In C. Maslach, S. E. Jackson, & M. P. Leiter (Eds.), The maslach burnout inventory: Test manual (p.22-26). Palo Alto, CA: Consulting Psychologists. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology, 70(3), 423-433. Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267. SCOTT, S. G., & BRUCE, R. A. (1994). Determinants of innovative behavior: a path model of individual innovation in the workplace. Academy of Management Journal, 37(3), 580-607. Shraga, O., & Shirom, A. (2009). The construct validity of vigor and its antecedents: A qualitative study. Human Relations, 62(2), 271-291. Shirom, A. (2003). Feeling vigorous at work? The construct of vigor and the study of positive affect in organizations. In D. Ganster & P. L. Perrewe´ (Eds.), Research in organizational stress and well-being (Vol. 3, p.135-165). Greenwich, CT: JAI Press. Shirom, A. (2007). Explaining vigor: On the antecedents and consequences of vigor as a positive affect at work. In C. L. Cooper & D. Nelson (Eds.), Organizational behavior: Accentuating the positive at work (p. 86-100). Thousand Oaks, CA: Sage. Stanton, W. J., Etzel, M. J., & Walker, B. J. (1991). Fundamentals of Marketing. (9th ed.). New York: McGrew Hill. Sutton, R. I., & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31(3), 461-487. Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology, 88(1), 179-187. Tidd, K. L., & Lockard, J. S. (1978). Monetary significance of the affiliative smile. Bulletin of the Psychonomic Society, 11(6), 344-346. Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55-73. Trougakos, J. P., Beal, D. J., Green, S. G., & Weiss, H. M. (2008). Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays. Academy of Management Journal, 51(1), 131-146. Tsai, W. C. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27(4), 497-512. Tsai, W. C., & Huang, Y. M. (2002). Mechanisms linking employee affective delivery and customer behavior intentions. Journal of Applied Psychology, 87(5), 1001-1008. Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupation, 20(2), 205-232. Wharton, A. S. (2009). The Sociology of Emotional Labor. Annual Review of Sociology, 35, 147-165. 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. Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493. Zajonc, R. B. (1985). Emotion and facial efference: An ignored theory reclaimed. Science, 228(4695), 15-21. Zapf, D. (2002). Emotion work and psychological well-being, a review of the literature and some conceptual consideration. Human Resource Management Review, 12(2), 237-268. Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the expression of voice. The Academy of Management Journal, 44(4), 682-696.
|