:::

詳目顯示

回上一頁
題名:從領隊觀點與顧客觀點解讀領隊情緒智力之影響
作者:古璧慎 引用關係
作者(外文):Ku, Pi-Shen
校院名稱:國立嘉義大學
系所名稱:行銷與觀光管理學系研究所
指導教授:曹勝雄
學位類別:博士
出版日期:2017
主題關鍵詞:情緒智力表層演出工作敬業利他服務行為團員結果emotional intelligencesurface actingwork engagementprosocial service behaviortourists’ consequences
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(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:1
情緒智力於諸多領域備受關注,過去已有少數研究探討領隊情緒智力的影響。本研究試圖自領隊觀點與顧客觀點完整地檢視領隊情緒智力對領隊工作態度與行為,以及對團員的情緒與服務評估之影響。首先,研究一的部分是以資源保存理論為基礎,探討領隊表層演出、工作敬業與利他服務行為間的關係,並檢視情緒智力的調節效果。研究二則立基於情緒感染力理論,聚焦探討領隊情緒智力對團員正向情感、領隊–團員融洽關係以及團員對領隊滿意度之影響關係。
研究一針對台灣長程線領隊進行資料蒐集,共獲有效問卷408份。隨後運用結構方程模式建構及實證研究變數之間的因果關係。研究結果顯示,當領隊愈展現表層演出,其工作敬業愈低落,且愈難顯現利他服務行為。當領隊工作敬業愈高,愈能表現出利他服務行為。而情緒智力能夠緩和表層演出對工作敬業造成之負面影響,但無助於表層演出與利他服務行為間的緩和作用。研究二則是採用階層線性模型檢視領隊與團員兩層次間研究變數之關係。研究二以台灣參與海外套裝行程的領隊與團員為對象,共收集54組樣本(54位領隊、526位團員),研究證實領隊情緒智力會分別正向提升團員正向情感、領隊–團員融洽關係以及團員對領隊滿意度。最後依據研究結果提出若干管理意涵與未來研究建議。
Emotional intelligence has been paid more attention in many areas; there has a few studies discussed the impact of tour leaders’ emotional intelligence. This study attempts to examine the influence of the tour leaders’ emotional intelligence on their work attitude and behavior, as well as the impact on tourists’ emotion and service evaluation from the perspectives of tour leader and customers. First, study 1 based on conservation of resource theory to explore the relationships among tour leaders’ surface acting, work engagement, and prosocial service behavior, while also to investigate the moderating effect of emotional intelligence. Second, study 2 based on emotional contagion to assess the impact of the tour leaders’ emotional intelligence on tourists’ positive affect, rapport, and their satisfaction to tour leader.
Study 1 focused on long-distance tour leaders in the Taiwan and collected 408 valid questionnaires. This study applied structural equation modeling to analyze the data. Results shows that tour leaders have surface acting significantly leads to a lower level of work engagement and prosocial service behavior; whereas tour leaders showed greater work engagement that significantly leads to a higher level of prosocial service behavior. In addition, emotional intelligence moderated the effects of surface acting on work engagement, whereas had no effect on the relationship between surface acting and prosocial service behavior. Cross-level analysis with hierarchical linear models is used in study 2 to test the relationship between the tour leader-level and tourist-level. Study 2 collected from 54 tour leaders and 526 tour members participating in group package tours in Taiwan. The results of study 2 reveal that a tour leaders’ emotional intelligence could cultivate tour members’ positive affect and tour leader—member rapport, and lead to tourists’ satisfaction. Furthermore, the study discusses management implications and suggestions for future research.
王志宏,翁振益,(2009),領隊人員情緒勞務、工作倦怠與工作滿意度之間之關係:角色認同之調節效果,戶外遊憩研究,22(4),23-53。new window
交通部觀光局,(2016),「2016年10月領隊統計資料」,2016年11月10日,取自:http://admin.taiwan.net.tw/upload/statistic/20161101/
d8e21427-bf1b-4800-ae12-2d45c01b7827.pdf
吳明隆,(2006),SPSS統計應用學習實務:問卷分析與應用統計。臺北:知城數位科技。
林永森,黃文雄,張少熙,林玲玉,(2015),表層及深層演出對工作倦怠與離職意圖之影響:兼論幽默感之調節效果,戶外遊憩研究, 28 (1), 73–103.new window
林鉦棽,(2005),組織公民行為之跨層次分析:層級線性模式的應用,管理學報,22,503–524。new window
林鉦棽,彭台光,(2006),多層次管理研究:分析層次的概念、理論和方法,管理學報, 23(6),649–675。new window
彭台光,高月慈,林鉦棽,(2006),管理研究中的共同方法變異:問題本質、影響、測試與補救,管理學報, 23(1),77–98。new window
許境頤,江彧慈,(2013),「罵」有用嗎?以資源保存理論看不當督導對部屬的影響,人力資源管理學報,13(1),81–104。new window
黃月霞,黃佑安,吳銘軒,張祐慈,(2014) ,融洽關係、關係前因與關係品質之研究–以民宿業為例,管理學報,31(4),343–370。new window
黃芳銘,(2006) ,結構方程模式:理論與應用。台北:五南圖書。
Ackfeldt, A.-L., & Wong, V. (2006). The antecedents of prosocial service behaviours: An empirical investigation. Service Industries Journal, 26(7), 727–745.
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. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88–115.new window
Ashforth, B. E., & Humphrey, R. H. (1995). Emotion in the workplace: A reappraisal. Human Relations, 48, 97–125.
Avey, J., Wernsing, T. S., & Luthans, F. (2008). Can positive employees help positive organizational change? Impact of psychological capital and emotions on relevant attitudes and behaviors. Journal of Applied Behavioral Science, 44(1), 48–70.new window
Azzolini, M., & Schillaber, J. (1993). Internal service quality: Winning from the inside out. Quality Progress, Nov, 75–78
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804.
Bakker, A. B. (2011). An evidence-based model of work engagement. Current Directions in Psychological Science, 20, 265–269.
Bakker, A. B., & Heuven, E., (2006). Emotional dissonance, burnout, and in-role performance among nurses and police officers. International Journal of Stress Management 13(4), 423–440.
Bakker, A. B., Schaufeli, W. B., Leiter, M. P., & Taris, T. W. (2008). Work engagement: An emerging concept in occupational health psychology. Work and Stress, 22(3), 187–200.
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.
Bar-On, R. (1997). Bar-On Emotional Quotient Inventory: Technical manual. Toronto: Multi-Health Systems.
Baumeister, R. F., Bratslavsky, E., Muraven, M., & Tice, D. M. (1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74(5), 1252–1265.
Bechtoldt, M. N., Rohrmann, S., de Pater, I. E., & Beersma, B. (2011). The primacy of perceiving: Emotion recognition as a moderator of associations between emotional labor and work engagement. Journal of Applied Psychology, 96(5), 1087-1094.
Bernieri, F. J. (1988). Coordinated movement and rapport in teacher-student interactions. Journal of Nonverbal Behavior, 12, 120–138.
Berry, L. L. (1995). Relationship marketing of services: Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23 (4), 236–245.
Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among work-place fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39–61.new window
Biedenbach, G., Bengtsson, M., & Wincent, J. (2011). Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer-employee rapport. Industrial Marketing Management, 40(7), 1093–1102.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.new window
Bowen, D., & Clarke, J. (2002). Reflections on tourist satisfaction research: Past, present and future. Journal of Vacation Marketing, 8(4), 297–308.
Brave, S., & Nass, C. (2002). Emotion in human-computer interaction. In J. Jacko & A. Sears (Eds.), Handbook of human computer interaction (pp. 251–271). Mahwah, NJ: Lawrence Erlbaum.
Brief, A. P., & Motowidlo, S. J. (1986). Prosocial organizational behaviors. Academy of Management Review, 11(4), 710–725.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior, 60(1), 17–39.new window
Burke, R. J., Koyuncu, M., Jing, W., & Fiksenbaum, L. (2009). Work engagement among hotel managers in Beijing, China: Potential antecedents and consequences. Tourism Review, 64(3), 4–18.
Carey, J. C., Hamilton, D. L., & Shanklin G. (1986). Development of an instrument to measure rapport between college roommates. Journal of College Student Personnel, 27, 269–273.
Carey, J. C., Stanley, D. A., & Biggers, J. (1988). Peak alert time and rapport between residence hall roommates. Journal of College Student Development, 29, 239–243.
Carvelzani, A. S., Lee, I. A., Locatelli, V., Monti, G., & Villamira, M. A. (2003). Emotional intelligence and tourist services: The tour operator as a mediatorbetween tourists and residents. International Journal of Hospitality & Tourism Administration, 4(4), 1–24.
Chang, J.-C. (2006). Customer satisfaction with tour leaders’ performance: A study of Taiwan’s package tours. Asia Pacific Journal of Tourism Research, 11(1), 97–116.new window
Chang, K.-C. (2014). Examining the effect of tour guide performance, tourist trust, tourist satisfaction, and flow experience on tourists’ shopping behavior. Asia Pacific Journal of Tourism Research, 19(2), 219–247.
Chang, K.-C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management 53, 116–128.
Chang, S., Walsh, K., & Tse, E. C.-Y. (2014). Understanding students’ intentions to join the hospitality industry: The role of emotional intelligence, service orientation, and industry satisfaction. Cornell Hospitality Quarterly, 55(4), 1–14.
Chen, C.-Y., Yen, C.-H., & Tsai, F. C. (2014). Job crafting and job engagement: The mediating role of person-job fit. International Journal of Hospitality Management, 37, 21–28.
Cherniss, C., & Goleman, D. (2001). The emotionally intelligent workplace. San Francisco: Jossey-Bass.
Chiang, C.-Y., & Chen, W.-C. (2014). The impression management techniques of tour leaders in group package tour service encounters. Journal of Travel and Tourism Marketing, 31(6), 747-762.
Christian, M. S., Garza, A. S., & Slaughter, J. E. (2011). Work engagement: A quantitative review and test of its relations with task and contextual performance. Personnel Psychology, 64(1), 89–136.new window
Churchill, G. A., Jr., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504.
Ciarrochi, J., Chan, A. Y. C., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual Differences, 28(3), 539–561.
Clark, L. A., Watson, D., & Leeka, J. (1989). Diurnal variation in the positive affects. Motivation and Emotion, 13(3), 205–234.
Coetzee, M., & de Villiers, M. A. (2010). Sources of job stress, work engagement and career orientations of employees in a South African financial institution. Southern African Business Review, 14(1), 27–57.new window
Cohen, J. B., & Areni, C. S. (1991). Affect and consumer behavior. In T. S. Robertson & H. H. Kassarjian (Eds.), Handbook of consumer behavior (pp. 188–240). Englewood Cliffs, NJ: Prentice Hall.
Costa, P. T., & McCrae, R. R. (1985). The NEO Personality Inventory manual. Odessa, FL: Psychological Assessment Resources.
Crompton, J. L., & Mackay, K. J. (1988). Users’ perception of service quality in travel agencies: An investigation of customer perceptions. Journal of Travel Research, 30(4), 10–16.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68–81.
Czepil, J. A. (1974). Word of mouth processes in the diffusion of a major technological innovation. Journal of Marketing Research, 11(2), 172–180.
Dallimore, S. D., Sparks, A. B., & Kutcher, K. (2007). The influence of angry customer outburst on service providers’ facial displays and affective states. Journal of Service Research, 10(1), 78–91.new window
Davies, M., Stankov, L., & Roberts, R. D. (1998). Emotional intelligence: In search of an elusive construct. Journal of Personality and Social Psychology, 75(4), 989–1015.
Day, A. L., & Carroll, S. A. (2004). Using an ability-based measure of emotional intelligence to predict individual performance, group performance, and group citizenship behaviors. Personality and Individual Differences, 36(6), 1443–1458.
de Clercq, D., Bouckenooghe, D., Raja, U., & Matsyborska, G. (2014). Unpacking the goal congruence-organizational deviance relationship: The roles of work engagement and emotional intelligence. Journal of Business Ethics, 124(4), 695–711.
de Villiers, C. (2015). The relationships between emotional labour, the HEXACO personality traits, work engagement and burnout in the hospitality industry. Unpublished master’s thesis. Stellenbosch University, Stellenbosch.
Delcourt, C., Gremler, D. D., van Riel, A. C. R., & van Birgelen, M. (2013). Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport. Journal of Service Management, 24(1), 5–24.new window
Dell, S. A. (1991). Relational communication and organizational customer loyalty. Doctoral dissertation, University of Denver.
Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management, 35, 133–140.
DeVellis, R. F. (2003). Scale development: Theory and applications (2nd Edition). Thousand Oaks, CA: Sage.
Dorfman, P. W. (1979). Measurement and meaning of recreation satisfaction: A case study of camping. Environment and Behavior, 11(4), 483–510.
Eid, R., & El-Gohary, H. (2015). The role of Islamic religiosity on the relationship between perceived value and tourist satisfaction. Tourism Management, 46, 477–488.
Estrada, C. A., Isen, A. M., & Young, M. J. (1994). Positive affect improves creative problem solving and influences reported source of practice satisfaction in physicians. Motivation and Emotion, 18(4), 285–299.
Forgas, J. P. (1995). Mood and judgment: The affect infusion model (AIM). Psychological Bulletin, 117(1), 3–-66.new window
Fornell, C. R. & Larcker, F. F. (1981). Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–51.new window
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behavior. Tourism Management, 27(3), 437–452.
Gardner, H. (2011). Frames of mind: The theory of multiple intelligences. New York: Basic Book.
George, J. M., & Brief, A. P. (1996). Motivational agendas in the workplace: The eVects of feelings on focus of attention and work motivation. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 18, pp. 75–109). Greenwich, CT: JAI.
Geva, A., & Goldman, A. (1991). Satisfaction measurement in guided tours. Annals of Tourism Research, 18(2), 177–185.
Giardini, A., & Frese, M. (2006). Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource. Journal of Occupational Health Psychology, 11(1), 63–75.new window
Glomb, T. M., Kammeyer-Mueller, J. D., & Rotundo, M. (2004). Emotional labor and compensating wage differentials. Journal of Applied Psychology, 89(4), 700–714.
Goleman, D. (1995). Emotional intelligence. New York: Bantam.
Goleman, D. (1998). Working with emotional intelligence. New York: Bantam.
Görgens-Ekermans, G., & Brand, T. (2012). Emotional intelligence as a moderator in the stress-burnout relationship: A questionnaire study on nurses. Journal of Clinical Nursing, 21(15-16), 2275–2285.
Gracia, E., Bakker, A. B., & Grau, R. M. (2011). Positive emotions: The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458–465.
Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110.new window
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.new window
Grandey, A. A., Chi, N.-W., & Diamond, J. A. (2013). Show me the money! Do financial rewards for performance enhance or undermine the satisfaction from emotional labor? Personal Psychology, 66(3), 569–612.
Grandey, A. A., Diefendorff, J., & Rupp, D. (2013). Emotional labor: Over- view of definitions, theories, and evidence. In A. A. Grandey, J. M. Diefendorff, & D. Rupp (Eds.), Emotional labor in the 21st century: Diverse Perspectives on emotion regulation at work (pp. 3–27). New York, NY: Routledge.
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.new window
Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82–104.new window
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). The perceptive customer: how do employees’ emotional labor strategies affect service outcomes? Academy of Management Journal, 52(5), 958–974.
Hair, Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.) Upper Saddle River, NJ: Pearson Prentice Hall.
Handy, C. R., & Pfaff, M. (1975). Consumer Satisfaction with food product and marketing service. Journal of Business Research, 15(11), 49–61.
Harrigan, J. A., & Rosenthal, R. (1983). Physicians’ head and body positions as determinants of perceived rapport. Journal of Applied Social Psychology, 13, 469–509.
Harris, L. C., & Ogbonna, E. (2002). Exploring service sabotage: The antecedents, types and consequences. Journal of Service Research, 4(3), 163–183.
Härtel, C. E. J., Barker, S., & Baker, N. J. (1999). The role of emotional intelligence in service encounters: A model for predicting the effects of employee-customer interactions on consumer attitudes, intentions, and behaviours. Australian Journal of Communication, 26(2), 77–87.
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge University.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58–73.
Heung, V. C.-S. (2008). Effects of tour leader’s service quality on agency’s reputation and customers’ word-of-mouth. Journal of Vacation Marketing, 14(4), 305-315.
Higgs, M. (2004). A study of the relationship between emotional intelligence and performance in UK call centres. Journal of Managerial Psychology, 19(4), 442–454.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524.
Hobfoll, S. E., & Lilly, R. S. (1993). Resource conservation as a strategy for community psychology. Journal of Community Psychology, 21(2), 128–147.
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: University of California.
Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of Management, 23(6), 723–744.
Hofmann, D. A., Griffin, M. A., & Gavin, M. B. (2000). The application of hierarchical linear modeling to organizational research. In K. J. Klein & S. W. J. Kozlowski, (Eds.), Multilevel theory, research, and methods in organizations (pp. 467–511). San Francisco: Jossey-Bass.
Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York: John Willey & Sons.
Hu, X., & Shi, J. (2015). Employees’ surface acting in interactions with leaders and peers. Journal of Organizational Behavior, 36, 1132–1152.
Huang, S., Hsu, C. H. C., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study of the package tours in Shanghai. Journal of Hospitality and Tourism Research, 34(1), 3–33.new window
Huang, Y., Lee, J., McFadden, A. C., Murphy, L. A., Robertson, M. M., Cheung, J. H., & Zohar, D. (2016). Beyond safety outcomes: An investigation of the impact of safety climate on job satisfaction, employee engagement and turnover using social exchange theory as the theoretical framework. Applied Ergonomics, 55, 248–257.
Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195–204.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389.
Hunt, H. K. (1993). CSD & CB research suggestions and observations for the 1990’s. Journal of Satisfaction/Dissatisfaction and Complaining Behavior, 6, 40–42.
Hwang, J., Kim, S. S., & Hyun, S. S. (2013). The role of server-patron mutual disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: The moderating roles of marital status and educational level. International Journal of Hospitality Management, 33(1), 64–75.new window
Hyun, S. S., Kim, I. (2012). Identifying optimal rapport-building behaviors in inducing patron’s emotional attachment in luxury restaurants. Journal of Hospitality and Tourism Research, 38(2), 162–198.
James, L. R., Demaree, R. G., & Wolf, G. (1993). Rwg: An assessment of within-group interrater agreement. Journal of Applied Psychology, 78(2), 306–309.
Johnson, H.-A. M., & Spector, P. E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319–333.
Jordan, P., Ashkanasy, N., & Härtel, C. (2002). Emotional intelligence as a moderator of emotional and behavioral reactions to job insecurity. Academy of Management Review, 27(3), 361–372.
Jöreskog, K., & Sörbom, D. (1989). LISREL 7: User’s reference guide. Mooresville, IN: Scientific Software.
Joseph, D. L., & Newman, D. A. (2010). Emotional intelligence: An integrative meta-analysis and cascading model. Journal of Applied Psychology, 95(1), 54–78.new window
Jung, H. S., & Yoon, H. H. (2012). The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel. International Journal of Hospitality Management, 31, 369–378.
Jung, H. S., & Yoon, H. H. (2016). What does work meaning to hospitality employees? The effects of meaningful work on employees’ organizational commitment: The mediating role of job engagement. International Journal of Hospitality Management, 53, 59–68.
Kafetsios, K., & Zampetakis, L. A. (2008). Emotional intelligence and job satisfaction: Testing the mediatory role of positive and negative affect at work. Personality and Individual Differences, 44(3), 712–722.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692–724.
Kang, D. S., Stewart, J., Kim, H., & Lim, J. C. (2012). Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of leader-member exchange. Service Industries Journal, 32(11), 1791–1809.
Karatepe, O. M. (2011). Procedural justice, work engagement, and job outcomes: Evidence from Nigeria. Journal Hospitality Marketing Management, 20(8), 855–878.
Karatepe, O. M. (2013a). High-performance work practices and hotel employee performance: the mediation of work engagement. International Journal of Hospitality Management, 32(1), 132–140.new window
Karatepe, O. M. (2013b). Perceptions of organizational politics and hotel employee outcomes: The mediating role of work engagement. International Journal of Contemporary Hospitality Management, 25(1), 82–104.new window
Karatepe, O. M., & Agbaim, I. M. (2012). Perceived ethical climate and hotel employee outcomes: An empirical investigation in Nigeria. Journal of Quality Assurance in Hospitality and Tourism, 13(4), 286–315.
Karatepe, O. M., & Demir, E. (2014). Linking core-self-evaluations and work engagement to work-family facilitation: a study in the hotel industry. International Journal of Contemporary Hospitality Management, 26(2), 307–323.
Karatepe, O. M., & Ngeche, R. N. (2012). Does job embeddedness mediate the effect of work engagement on job outcomes? A study of hotel employees in Cameroon. Journal Hospitality Marketing Management, 21(4), 440–461.
Karatepe, O. M., Beirami, E., Bouzari, M., & Safavi, H. P. (2014). Does work engagement mediate the effects of challenge stressors on job outcomes? Evidence from the hotel industry. International Journal of Hospitality Management, 36, 14–22.
Karatepe, O. M., Karadas, G., Azar, A. K., & Naderiadib, N. (2013). Does work engagement mediate the effect of polychronicity on performance outcomes? A study in the hospitality industry in Northern Cyprus. Journal of Human Resources in Hospitality and Tourism, 12(1), 52–70.new window
Karim, J. (2009). Emotional intelligence and psychological distress: Testing the mediatory role of affectivity. Europe’s Journal of Psychology, 5(4), 20–39.
Katz, D., & Kahn, R. L. (1978). The social psychology of organizations (2nd eds.). New York: Wiley.
Kernbach, S., & Schutte, N. S. (2005). The impact of service provider emotional intelligence on customer satisfaction. Journal of Services Marketing, 19(7), 438–444.
Kidwell, R. E., Mossholder, K. W., & Bennett, N. (1997). Cohesiveness and organizational citizenship behavior: A multilevel analysis using work groups and individuals. Journal of Management, 23(6), 775–793.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151–161.
Kim, H. J., Shin, K. H., & Swanger, N. (2009). Burnout and engagement: A comparative analysis using the Big Five personality dimensions. International Journal of Hospitality Management, 28(1), 96–104.new window
Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The effect of management commitment to service on employee service behaviors: The mediating role of job satisfaction. Journal of Hospitality and Tourism Research, 33(3), 369–390.
Kim, K., Cundiff, N., & Choi, S. B. (2014). The influence of emotional intelligence on negotiation outcomes and the mediating effect of rapport: A structural equation modeling approach. Negotiation Journal, 3(1), 49–68.new window
Kim, T., Yoo, J. J.-E., Lee, G., & Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 23(7), 1029–1046.
Kim, W., & Ok, C. (2010). Customer orientation of service employees and rapport: Influences on service-outcome variables in full-service restaurants. Journal of Hospitality and Tourism Research, 34(1), 34–55.new window
Kim, W., Ok, C., & Gwinner, K. (2010). The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships. The Service Industries Journal, 30(7), 1139–1157.
Kotler, P. (2003). Marketing management (11th ed.). Upper Saddle River, NJ: Prentice Hall.
Lam, W., & Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31(1), 3–11.new window
Langhorn, S. (2004). How emotional intelligence can improve management performance. International Journal of Contemporary Hospitality Management, 16(4), 220–230.
Law, K. S., Wong, C.-S., & Mobley, W. M. (1998). Toward a taxonomy of multidimensional constructs. Academy of Management Review, 23(4), 741–755.
Law, K. S., Wong, C.-S., & Song, L. J. (2004). The construct and criterion validity of emotional intelligence and its potential utility for management studies. Journal of Applied Psychology, 89(3), 483–496.
Lee, J. J., & Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of Hospitality Management, 31, 1101–1112.
Lee, J., & Ok, C. (2015). Examination of factors affecting hotel employees’ service orientation: An emotional labor perspective. Journal of Hospitality and Tourism Research, 39(4), 84–98.
Lee, J., & Ok, C. M. (2014). Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 36, 176–187.
Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123–133.
Lee, Y. K., Nam, J. H., Park, D. H., & Lee, K. A. (2006). What factor influence customer-oriented prosocial behavior of customer-contact employee? Journal of Service Marketing, 20(4), 251–264.
Lee, Y.-K., Back, K.-J., & Kim, J.-Y. (2009). Family restaurant brand personality and its impact on customer's eMotion, satisfaction, and brand loyalty. Journal of Hospitality and Tourism Research, 33(3), 305–328.
Lepp, A., & Gibson, H. (2008). Sensation seeking and tourism: Tourist role, perception of 2008 risk and destination choice. Tourism Management, 29(4), 740–750.
Li, X. B., Sandersb, K., & Frenkelc, S. (2012). How leader-member exchange, work engagement and HRM consistency explain Chinese luxury hotel employees’ job performance. International Journal of Hospitality Management, 31(4), 1059–1066.
Limpanitgul, T., Jirotmontree, A., Robson, M. J., & Boonchoo, P. (2013a). Job attitudes and prosocial service behavior: A test of the moderating role of organizational culture. Journal of Hospitality and Tourism Management, 20, 5–12.
Limpanitgul, T., Robson, M. J., Gould-Williams, J., & Lertthaitrakul, W. (2013b). Effects of co-worker support and customer cooperation on service employee attitudes and behaviour: Empirical evidence from the airline industry. Journal of Hospitality and Tourism Management, 20, 23–33.
Lin, C. J.-S., & Liang, H.-Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350–372.
Liu, C., Liu, X., & Geng, Z. (2013). Emotional labor strategies and service performance: The mediating role of employee creativity. Journal of Applied Business Research, 29(5), 1583–1596.
Liu, X.-Y., & Liu, J. (2013). Effects of team leader emotional intelligence and team emotional climate on team member job satisfaction. Nankai Business Review International, 4(3), 180–198.
Lu, X., & Guy, M. E. (2014). How emotional labor and ethical leadership affect job engagement for Chinese public servants. Public Personnel Management, 43(1), 3–24.new window
Luoh, H.-F., & Tsaur, S.-H. (2014). The effects of age stereotypes on tour leader roles. Journal of Travel Research, 53(1), 111–123.new window
Lyubomirsky, S., King, L. A., & Diener, E. (2005). The benefits of frequent positive affect: Does happiness lead to success? Psychological Bulletin, 131(6), 803–855.
Macintosh, G. (2009). The role of rapport in professional services: Antecedents and outcomes. Journal of Services Marketing, 23(2), 70–78.
Mastracci, S. H., Newman, M. A., & Guy, M. E. (2010). Emotional labor: Why and how to reach it. Journal Public Affairs Education, 16(2), 123–141.
Mayer, J. D., & Salovey, P. (1997). What is emotional intelligence? In P. Salovey & D. Sluyter (Eds.). Emotional development and emotional intelligence: Implications for educators (pp. 3–31). New York: Basic Books.
Mayer, J. D., Salovey, P., & Caruso, D. (2000). Models of emotional intelligence. In R. J. Sternberg (Ed.). Handbook of human intelligence (pp. 396–420). New York: Cambridge University.
Mikolajczak, M., Luminet, O., Leroy, C., & Roy, E. (2007). Psychometric properties of the trait emotional intelligence questionnaire: Factorial structure, reliability as well as construct, predictive, and incremental validity in a French-speaking population. Journal of Personality Assessment, 88(3), 338–353.
Min, J. C.-H. (2012). A short-form measure for assessment of emotional intelligence for tour guides: Development and evaluation. Tourism Management, 33(1), 155–167.new window
Min, J. C.-H. (2014). The relationships between emotional intelligence, job stress, and quality of life among tour guides. Asia Pacific Journal of Tourism Research, 19(10), 1170–1190.
Min, J., & Peng, K.-H. (2012) Ranking emotional intelligence training needs in tour leaders: An entropy-based TOPSIS approach. Current Issues in Tourism, 15(6), 563–576.
Modassir, A., & Singh, T. (2008). Relationship of emotional intelligence with transformational leadership and organizational citizenship behavior. International Journal of Leadership Studies, 4(1), 3–21.new window
Moliner, C., Martínez-Tur, V., Romos, J., & Cropanzano, R. (2008). Organizational justice and extrarole customer service: the mediating role of well-being at work. European Journal of Work and Organizational Psychology, 17(3), 327–348.
Morgeson, F. P., & Hofmann, D. A. (1999). The structure and function of collective constructs: Implications for multilevel research and theory development. Academy of Management Review, 24(2), 249–265.
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., & Feldman, D. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257–274.
Mróz, J. (2016). Relationships between personality, emotional labor, work engagement and job satisfaction in service professions. International Journal of Occupational Medicine and Environmental Health, 29(5). DOI: 10.13075/ijomeh.1896.00578
Nawijn, J. (2011). Determinants of daily happiness on vacation. Journal of Travel Research, 50(5), 559–566.
Nelson, D, & Low, G. (2003). Emotional intelligence: Achieving academic and career excellence. Upper Saddle, NJ: Pearson Education.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184–195.
Omdahl, B. L., & O’Donnel, C. (1999). Emotional contagion, empathic concern and communicative responsiveness as variables affecting nurses’ stress and occupational commitment. Journal of Advancing Nursing, 29(6), 1351–1359.
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington.
Ozcelik, H. (2013). An empirical analysis of surface acting in intra-organizational relationships. Journal of Organizational Behavior, 34(3), 291–309.
Paeka, S., Schuckertb, M., Kimc, T. T., & Lee, G. (2015). Why is hospitality employees’ psychological capital important? The effects of psychological capital on work engagement and employee morale. International Journal of Hospitality Management, 50, 9–26.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985), Problems and strategies in services marketing. Journal of Marketing, 49(2), 33–46.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111–124.new window
Park, J., & Gursoy, D., (2012). Generation effects on work engagement among U.S. hotel employees. International Journal of Hospitality Management, 31(4), 1195–1202.
Peng, Y.-P. (2015). Buffering the negative effects of surface acting: The moderating role of supervisor support in librarianship. Journal of Academic Librarianship, 41(1), 37–46.new window
Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326–339.
Podsakoff, P. M., & MacKenzie, S. B. (1994). Organizational citizenship behaviors and sales unit effectiveness. Journal of Marketing Research, 3(1), 351–363.new window
Podsakoff, P. M., MacKenzie, S. B. Morrman, R. H. & Fetter, R. (1990). Transformational leader behaviors and their effects on follower’s trust in leader satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1, 107–142.new window
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.
Prati, L. M., Liu, Y., Perrewé, P. L., & Ferris, G. R. (2009). Emotional intelligence as moderator of the surface acting-strain relationship. Journal of Leadership and Organizational Studies, 15(4), 368–380.
Prayag, G., Hosany, S., Muskat, B., & del Chiappa, G. (2015) Understanding the relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. Journal of Travel Research. doi: 10.1177/0047287515620567
Prentice, C., Chen, P.-J., & King, B. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225–236.
Puffer, S. M. (1987). Prosocial behavior, noncompliant behavior, and work performance among commission salespeople. Journal of Applied Psychology, 72(4), 615–621.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018–1027.
Raudenbush, S. W. & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods, second edition. Newbury Park, CA: Sage.
Ravichandran, K., Arasu, R., & Kumar, S. A. (2011). The impact of emotional intelligence on employee work engagement behavior: An empirical study. International Journal of Business and Management, 6(11), 157–169.
Rich, B. L., Lepine, J. A., & Crawford, E. R. (2010). Job engagement: antecedents and effects on job performance. Academy of Management Journal, 53(3), 617–635.
Riggio, R. E., & Reichard, R. J. (2008). The emotional and social intelligences of effective leadership. Journal of Managerial Psychology, 23(2), 169–185.
Russell, J. A., & Carroll, J. M. (1999). On the bipolarity of positive and negative affect. Psychological Bulletin, 125(1), 3–30.new window
Salanova, M., Llorens, S., & Schaufeli, W. B. (2011). “Yes, I can, I feel good, and I just do it!” On gain cycles and spirals of efficacy beliefs. Applied Psychology, 60(2), 255–285.
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition, and Personality, 9(3), 185–211.
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. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Education and Psychological Measurement, 66(4), 701–716.
Schaufeli, W. B., Martinez, I. M., Pinto, A. M., Salanova, M., & Bakker, A. B. (2002). Burnout and engagement in university students: A cross-national study. Journal Cross-Cultural Psychology, 33(5), 464–481.
Schoenewolf, G. (1990). Emotional contagion: Behavioral induction in individuals and groups. Modern Psychoanalysis, 15(1), 49–61.new window
Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C., & Dornheim, L. (1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25(2), 167–177.
Schutte, N., Toppinen, S., Kalimo, R., & Schaufeli, W. (2000). The factorial validity of the Maslach Burnout Inventory-General Survey (MBI-GS) across occupational groups and nations. Journal of Occupational and Organizational Psychology, 73, 53–67.
Schwarz, N., & Clore, G. L. (1996). Feelings and phenomenal experiences. In E. T. Higgins & A. Kruglanski (Eds.). Social psychology: Handbook of basic principles (pp. 433–465). New York: Guilford.(update reference)
Slåtten, T., & Mehmetoglu, M. (2011). Antecedents and effects of engaged front-line employees: a study from the hospitality industry. Managing Service Quality, 21(1), 88–107.new window
Song, H., & Cheung, C. (2010). Attributes affecting the level of tourist satisfaction with and loyalty towards theatrical performance in China: Evidence from a qualitative study. International Journal of Tourism Research, 12(6), 665–679.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. A. (1996). Reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15–32.
Sy, T., Tram, S., & O’Hara, L. A. (2006). Relation of employee and manager emotional intelligence to job satisfaction and performance. Journal of Vocational Behavior, 68(3), 461–473.
Thorndike, R. L. (1920). Intelligence and its uses. Harper’s Magazine, 140, 227–335.
Thorndike, R. L., & Stein, S. (1937). An evaluation of the attempts to measure social intelligence. Psychological Bulletin, 34(5), 275–285.
Tsai, C. T., & Lee, Y. J. (2014). Emotional intelligence and employee creativity in travel agencies. Current Issues in Tourism, 17(10), 862–871.
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 behavioral intentions. Journal of Applied Psychology, 87(5), 1001–1008.
Tsaur, S.-H., & Lin, Y.-C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471–481.
Tsaur, S.-H., Wang, C.-H., Yen, C.-H., & Liu, Y.-C. (2014). Job standardization and service quality: The mediating role of prosocial service behaviors. International Journal of Hospitality Management, 40, 130–138.
Van Dyne, L., Cummings, L. L., & Parks, J. M. (1995). Extra-role behaviors: In pursuit of construct and definitional clarity. In L. L. Cummings & B. M. Staw (Eds.), Research in organizational behavior (Vol. 17, pp. 215–285). Greenwich, CT: JAI Press.
Vavra, T. G. (1997). Improving your measurement of customer satisfaction. Milwaukee, Wisconsin: ASQ Quality.
Wang, K.-C., Hsieh, A.-T., Chou, S.-H., & Lin, Y. S. (2007). GPTCCC: An instrument for measuring group package tour service. Tourism Management, 28(2), 361–376.
Watson, D., & Clark, L. A. (1991). Self-versus peer ratings of specific emotional traits: Evidence of convergent and discriminant validity. Journal of Personality and Social Psychology, 60(6), 927–940.
Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54(6), 1063–1070.
Wechsler, D. (1940). Nonintellective factors in general intelligence. Psychological Bulletin, 37(7), 444–445.
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In B. M. Staw & L. L. Cummings (Eds), Research in organizational behavior (Vol. 18, pp. 1–74). Greenwich, CT: JAI.
Weitz, B. A., Castleberry, S. B., & Tanner, J. F. (1992). Selling: Building partnerships. Homewood, IL: Irwin.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journat of Retaiting, 57(3), 68–85.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258–270.
Winkel, D. E., Wyland, R. L., Shaffer, M. A., & Clason, P. (2011). A new perspective on psychological resources: Unanticipated consequences of impulsivity and emotional intelligence. Journal of Occupational and Organizational Psychology, 84(1), 78–94.new window
Wong, C.-S., & Law, K. S. (2002). The effect of leader and follower emotional intelligence on performance and attitude: An exploratory study. Leadership Quarterly, 13(3), 243–274.
Wong, J.-Y., & Wang, C.-H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249–259.
Xanthopoulou, D., Bakker, A. B., & Fischbach, A. (2013). Work engagement among employees facing emotional demands: The role of personal resources. Journal of Personnel Psychology, 12(2), 74–84.
Yadisaputra, M. (2015). The role of emotional intelligence and emotional labor among frontline employees in casino hotel Macao. International Journal of Tourism Sciences, 15(1-2), 44–58.
Yeh, C.-M. (2013). Tourism involvement, work engagement and job satisfaction among front-line hotel employees. Annals of Tourism Research, 42, 214–239.
Yeşiltaş, M. (2014). The effects of role ambiguity and role conflicts experienced by employees of the hotels on their customer oriented pro-social service behaviors. The Macrotheme Review, 3(7), 34–45.
Yoo, J. (2016). Perceived customer participation and work engagement: The path through emotional labor. International Journal of Bank Marketing, 34(7), 1009-1024.
Yoo, J., & Arnold, T. J. (2015). Frontline employee customer-oriented attitude in the presence of job demands and resources: The influence upon deep and surface acting. Journal of Service Research, 19(1), 102–117.new window
Yuksel, A. (2008). Nonverbal service behavior and customer’s affective assessment. Journal of Quality Assurance in Hospitality and Tourism, 9(1), 57–77.new window
Zapf, D., Seifert, C., Schmutte, B., Mertini, H., & Holz, M. (2001). Emotion work and job stressors and their effects on burnout. Psychology and Health, 16(5), 527–545.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Services marketing: Integrating customer focus across the firm. New York: McGraw-Hill.
Zhang, Y., Zhang, L., Lei, H., Yue, Y., & Zhu, J. 2016. Lagged effect of daily surface acting on subsequent day’s fatigue. The Service Industries Journal, 36(15-16): 809-826.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top