:::

詳目顯示

回上一頁
題名:真心誠意或強顏歡笑?第一線服務人員顧客導向的前因後果探討
作者:黃永欽
作者(外文):HUANG, YUNG-CHIN
校院名稱:國立高雄第一科技大學
系所名稱:管理學院博士班
指導教授:楊景傅
學位類別:博士
出版日期:2018
主題關鍵詞:JD-R模型顧客導向情緒勞動深層演出表層演出組織公民行為Job Demands-Resources model (JD-R)customer orientationemotion labordeep actingsurface actingorganizational citizenship behavior
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:0
服務業行銷理念的實施是透過過第一線服務人員與顧客的互動來實現,儘管過往文獻證實顧客導向(customer orientation, CO)與績效之間的關係,但對於CO從工作資源角度談討其前因與影響結果鮮少探討。本研究以工作要求-資源模型(Job Demands-Resources model; JD-R模型)作為理論基礎,探討CO介於組織支持、倫理領導及職場自尊三方工作資源與情緒勞動(深層演出、表層演出)與員工組織公民行為(organizational citizenship behavior, OCB)的中介角色效果。透過問卷調查,蒐集台灣壽險業413份有效問卷,分析結果顯示三方工作資源對於CO有顯著正向影響效果,CO能正向提升OCB及深層演出、並降低表層演出,不過表層演出與OCB之間關係不顯著。最後提出研究結果之理論及實務意涵、研究限制與未來研究方向。
Implementation of the marketing concept in service firms is accomplished through frontline service employees (FSEs) and their interactions with customers. Although prior research has established a link between customer orientation (CO) and performance outcomes, little research has addressed other important antecedents and outcomes of CO. Drawing from the literature on job demands-resources model (JD-R) and this study examines the mediated effect of in influencing the resources of perceived organizational support, ethical leadership, organization-base self-esteem and deep versus surface acting behaviors and organizational citizenship behavior(OCB).The study sample consisted of 413 FSEs at financial sector in Taiwan.The results indicate that the positive influence of job resources, such as perceived organizational support, ethical leadership and organization-base self-esteem on CO and OCB of FSEs, which subsequently promotes deep acting and surface acting adversely affected by CO, yet the relationship between surface acting and OCB are not significantly.Useful managerial implications are provided for managers and supervisors at the end of this study.
行政院國家發展委員會(總體經濟指標 2017年)。取自:http://www.ey.gov.tw/state/News_Content3.aspx?n=3F00F60B9FC304D7&s=2FE35E5B857F7A92
金融監督管理委員會(金融市場統計資訊 2017年)。取自:https://www.fsc.gov.tw/ch/home.jsp?id=134&parentpath=0,4&mcustomize
Adelmann, P. K. (1989). Emotional labor and employee well-being (Doctoral dissertation, University of Michigan).
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.
Allen, D. G., Shore, L. M., & Griffeth, R. W. (2003). The role of perceived organizational support and supportive human resource practices in the turnover process. Journal of management, 29(1), 99-118.
Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of marketing research, 14(3) 396-402.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Austin, E. J., Dore, T. C., & O’Donovan, K. M. (2008). Associations of personality and emotional intelligence with display rule perceptions and emotional labour. Personality and individual differences, 44(3), 679-688.
Avey, J. B., Reichard, R. J., Luthans, F., & Mhatre, K. H. (2011). Meta‐analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance. Human resource development quarterly, 22(2), 127-152.
Babakus, E., Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demand–burnout–performance relationship: A surface-level trait perspective. Journal of Retailing, 85(4), 480-492.
Babcock-Roberson, M. E., & Strickland, O. J. (2010). The relationship between charismatic leadership, work engagement, and organizational citizenship behaviors. The Journal of psychology, 144(3), 313-326.
Bagozzi, R. P., Yi, Y., & Nassen, K. D. (1998). Representation of measurement error in marketing variables: Review of approaches and extension to three-facet designs. Journal of Econometrics, 89(1-2), 393-421.
Bakker, A. B., & Demerouti, E. (2014). Job demands–resources theory. Wellbeing: A Complete Reference Guide(Wiley Online Library).
Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands‐resources model to predict burnout and performance. Human Resource Management, 43(1), 83-104.
Bakker, A. B., Van Emmerik, H., & Van Riet, P. (2008). How job demands, resources, and burnout predict objective performance: A constructive replication. Anxiety, Stress, & Coping, 21(3), 309-324.
Barnard. (1938). The functions of the executive. In: Harvard University Press, Boston/Mass.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
Bergami, M., & Bagozzi, R. P. (2000). Self‐categorization, affective commitment and group self‐esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39(4), 555-577.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of applied psychology, 86(1), 29.
Bishop, J. W., Goldsby, M. G., & Neck, C. P. (2002). Who goes? Who cares? Who stays? Who wants to? The role of contingent workers and corporate layoff practices. Journal of managerial psychology, 17(4), 298-315.
Bishop, J. W., Scott, K. D., & Burroughs, S. M. (2000). Support, commitment, and employee outcomes in a team environment. Journal of Management, 26(6), 1113-1132.
Blau. (1964). Exchange and power in social life: Transaction Publishers.
Blau, Merriman, K., Tatum, D. S., & Rudmann, S. V. (2001). Antecedents and consequences of basic versus career enrichment benefit satisfaction. Journal of Organizational Behavior, 22(6), 669-688.
Boles, J. S., Babin, B. J., Brashear, T. G., & Brooks, C. (2001). An examination of the relationships between retail work environments, salesperson selling orientation-customer orientation and job performance. Journal of Marketing Theory and Practice, 9(3), 1-13.
Bolino, M. C., Klotz, A. C., Turnley, W. H., & Harvey, J. (2013). Exploring the dark side of organizational citizenship behavior. Journal of Organizational Behavior, 34(4), 542-559.
Bono, J. E., & Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In Emotions in organizational behavior (pp. 224-244): Psychology Press.
Boomsma, A. (1982). The robustness of LISREL against small sample sizes in factor analysis models. Systems under indirect observation: Causality, structure, prediction, (Part I), 149-173.
Bowling, N. A., Eschleman, K. J., Wang, Q., Kirkendall, C., & Alarcon, G. (2010). A meta‐analysis of the predictors and consequences of organization‐based self‐esteem. Journal of occupational and organizational psychology, 83(3), 601-626.
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.
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, S. P., Cron, W. L., & Slocum Jr, J. W. (1997). Effects of goal-directed emotions on salesperson volitions, behavior, and performance: A longitudinal study. Journal of Marketing, 61(1), 39-50.
Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of marketing research, 39(1), 110-119.
Brown, M. E., & Treviño, L. K. (2006). Ethical leadership: A review and future directions. The leadership quarterly, 17(6), 595-616.
Brown, M. E., & Treviño, L. K. (2006b). Socialized charismatic leadership, values congruence, and deviance in work groups. Journal of applied psychology, 91(4), 954-962.
Brown, M. E., Treviño, L. K., & Harrison, D. A. (2005). Ethical leadership: A social learning perspective for construct development and testing. Organizational behavior and human decision processes, 97(2), 117-134.
Chan, S. C., & Mak, W.-m. (2012). Benevolent leadership and follower performance: The mediating role of leader–member exchange (LMX). Asia Pacific Journal of Management, 29(2), 285-301.
Chan, S. C., Huang, X., Snape, E., & Lam, C. K. (2013). The Janus face of paternalistic leaders: Authoritarianism, benevolence, subordinates' organization‐based self‐esteem, and performance. Journal of Organizational Behavior, 34(1), 108-128.
Schwepker Jr, C. H., & Ingram, T. N. (2016). Ethical leadership in the salesforce: effects on salesperson customer orientation, commitment to customer value and job stress. Journal of Business & Industrial Marketing, 31(7), 914-927.
Chatman, J. A. (1989). Improving interactional organizational research: A model of person-organization fit. Academy of Management Review, 14(3), 333-349.
Chattopadhyay, P. (2003). Can dissimilarity lead to positive outcomes? The influence of open versus closed minds. Journal of Organizational Behavior, 24(3), 295-312.
Chen, X.-P., Eberly, M. B., Chiang, T.-J., Farh, J.-L., & Cheng, B.-S. (2014). Affective trust in Chinese leaders: Linking paternalistic leadership to employee performance. Journal of Management, 40(3), 796-819.
Chen, Z. X., Aryee, S., & Lee, C. (2005). Test of a mediation model of perceived organizational support. Journal of Vocational Behavior, 66(3), 457-470.
Ciulla, J. B. (1995). Leadership ethics: Mapping the territory. Business Ethics Quarterly, 5(1), 5-28.
Coelho, F., & Augusto, M. (2008). Organizational factors associated with job characteristics: Evidence from frontline service employees. Journal of Strategic Marketing, 16(2), 157-172.
Coleman, V. I., & Borman, W. C. (2000). Investigating the underlying structure of the citizenship performance domain. Human resource management review, 10(1), 25-44.
Coopersmith, S. (1967). The antecedents of self-esteem: Consulting Psychologists Pr.
Coté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30(3), 509-530.
Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of applied psychology, 88(1), 160.
De Hoogh, A. H., & Den Hartog, D. N. (2008). Ethical and despotic leadership, relationships with leader's social responsibility, top management team effectiveness and subordinates' optimism: A multi-method study. The Leadership Quarterly, 19(3), 297-311.
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.
Dessler, G. (2014). Human Resource Management: Pearson.
Detert, J. R., Treviño, L. K., Burris, E. R., & Andiappan, M. (2007). Managerial modes of influence and counterproductivity in organizations: A longitudinal business-unit-level investigation. Journal of applied psychology, 92(4), 993.
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.
Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of applied psychology, 88(2), 284.
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.
Dubinsky, A. J., & Staples, W. A. (1981). Are industrial salespeople buyer oriented? Journal of Supply Chain Management, 17(3), 12-19.
Duke, A. B., Goodman, J. M., Treadway, D. C., & Breland, J. W. (2009). Perceived organizational support as a moderator of emotional labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.
Dunlap, B. J., Dotson, M. J., & Chambers, T. M. (1988). Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach. Journal of Business Research, 17(2), 175-187.
Einsenberger, R., Cummings, J., Aemeli, S., & Lynch, P. (1997). Perceived organizational support, discretionary treatment, and job satisfaction. Journal of applied psychology, 82(5), 812-820.
Eisenbeiss, S. A. (2012). Re-thinking ethical leadership: An interdisciplinary integrative approach. The Leadership Quarterly, 23(5), 791-808.
Eisenberg, R., Fasolo, P., & Davis-LaMastro, V. (1990). Perceived organizational support and employee diligence, commitment, and innovation. Journal of applied psychology, 75(1), 51-59.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied psychology, 71(3), 500-507.
Emmerik, I. H. V., Jawahar, I., & Stone, T. H. (2005). Associations among altruism, burnout dimensions, and organizational citizenship behaviour. Work & Stress, 19(1), 93-100.
Enderle, G. (1987). Some perspectives of managerial ethical leadership. Journal of Business Ethics, 6(8), 657-663.
Euwema, M. C., Wendt, H., & Van Emmerik, H. (2007). Leadership styles and group organizational citizenship behavior across cultures. Journal of Organizational Behavior, 28(8), 1035-1057.
Farh, J. L., & Cheng, B. S. (2000). A cultural analysis of paternalistic leadership in Chinese organizations. In Management and organizations in the Chinese context (pp. 84-127). Palgrave Macmillan, London.
Farh, J.-L., Earley, P. C., & Lin, S.-C. (1997). Impetus for action: A cultural analysis of justice and organizational citizenship behavior in Chinese society. Administrative science quarterly, 42(3), 421-444.
Farrell, M. A., & Oczkowski, E. (2012). Organisational identification and leader member exchange influences on customer orientation and organisational citizenship behaviours. Journal of Strategic Marketing, 20(4), 365-377.
Fisk, G. M., & Friesen, J. P. (2012). Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors. The Leadership Quarterly, 23(1), 1-12.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of marketing research, 18(3), 382-388.
Frone, M. R. (2000). Interpersonal conflict at work and psychological outcomes: testing a model among young workers. Journal of occupational health psychology, 5(2), 246.
Gazzoli, G., Hancer, M., & Kim, B. (2013). Explaining why employee-customer orientation influences customers' perceptions of the service encounter. Journal of Service Management, 24(4), 382-400.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
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.
Hackman, J. R., & Oldham, G. R. (1980). Work redesign.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5): Prentice hall Upper Saddle River, NJ.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). New Jersey : Prentice-Hall.
Halbesleben, J. R., & Bowler, W. M. (2007). Emotional exhaustion and job performance: the mediating role of motivation. Journal of applied psychology, 92(1), 93.
Hartline, M. D., Maxham III, J. G., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35-50.
Herzberg, F. I. (1966). Work and the nature of man.
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.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American psychologist, 44(3), 513.
Hochschild, A. R. (1983). Smile wars: Counting the casualties of emotional labour. Mother Jones, 8(10), 35-43.
Hochschild, A. R. (2012). The managed heart: Commercialization of human feeling: Univ of California Press.
Homans G. C. (1961). Social behavior: Its elementary forms.New York: Harcourt, Brace & World.
Howe, V., Hoffman, K. D., & Hardigree, D. W. (1994). The relationship between ethical and customer-oriented service provider behaviors. Journal of Business Ethics, 13(7), 497-506.
Hudson, J. (1997). Ethical leadership: The soul of policy making. Journal of school leadership, 7(5), 506-520.
Hurley, R. 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.
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.
Jones, G. R. (2010). Organizational Theory, Design, and Change: Prentice Hall.
Judge, T. A., Hurst, C., & Simon, L. S. (2009). Does it pay to be smart, attractive, or confident (or all three)? Relationships among general mental ability, physical attractiveness, core self-evaluations, and income. Journal of applied psychology, 94(3), 742.
Kalshoven, K., Den Hartog, D. N., & De Hoogh, A. H. (2011). Ethical leadership at work questionnaire (ELW): Development and validation of a multidimensional measure. The Leadership Quarterly, 22(1), 51-69.
Kammeyer‐Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y., & Halvorsen‐Ganepola, M. D. (2013). A meta‐analytic structural model of dispositonal affectivity and emotional labor. Personnel Psychology, 66(1), 47-90.
Kanungo, R., & Mendonca, M. (1998). Ethical leadership in three dimensions. Journal of Human Values, 4(2), 133-148.
Karasek Jr, R. A. (1979). Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative science quarterly, 24(2), 285-308.
Katz, D., & Kahn, R. L. (1978). The social psychology of organizations (Vol. 2): Wiley New York.
Kiffin-Petersen, S. A., Jordan, C. L., & Soutar, G. N. (2011). The big five, emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor. Personality and individual differences, 50(1), 43-48.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151-161.
Knight, D. K., Kim, H.-J., & Crutsinger, C. (2007). Examining the effects of role stress on customer orientation and job performance of retail salespeople. International Journal of Retail & Distribution Management, 35(5), 381-392.
Konovsky, M. A., & Pugh, S. D. (1994). Citizenship behavior and social exchange. Academy of Management Journal, 37(3), 656-669.
Korunka, C., Scharitzer, D., Carayon, P., Hoonakker, P., Sonnek, A., & Sainfort, F. (2007). Customer orientation among employees in public administration: A transnational, longitudinal study. Applied ergonomics, 38(3), 307-315.
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.
Kurtz, D. L., & Boone, L. E. (2008). Contemporary business: Cengage Learning.
Lapointe, É., Vandenberghe, C., & Panaccio, A. (2011). Organizational commitment, organization-based self-esteem, emotional exhaustion and turnover: A conservation of resources perspective. Human relations, 64(12), 1609-1631.
Lavelle, J. J. (2010). What motivates OCB? Insights from the volunteerism literature. Journal of Organizational Behavior, 31(6), 918-923.
Lee, J. (2003). An analysis of the antecedents of organization-based self-esteem in two Korean banks. The International Journal of Human Resource Management, 14(6), 1046-1066.
Lee, K., & Allen, N. J. (2002). Organizational citizenship behavior and workplace deviance: the role of affect and cognitions. Journal of applied psychology, 87(1), 131-142.
Lester, S. W., Meglino, B. M., & Korsgaard, M. A. (2008). The role of other orientation in organizational citizenship behavior. Journal of Organizational Behavior, 29(6), 829-841.
Liao, H., & Subramony, M. (2008). Employee customer orientation in manufacturing organizations: Joint influences of customer proximity and the senior leadership team. Journal of applied psychology, 93(2), 317-328.
Liaw, Y.-J., Chi, N.-W., & Chuang, A. (2010). Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support. Journal of Business and Psychology, 25(3), 477-492.
Lindblom, A., Kajalo, S., & Mitronen, L. (2015). Exploring the links between ethical leadership, customer orientation and employee outcomes in the context of retailing. Management Decision, 53(7), 1642-1658.
Loi, R., Lam, L. W., & Chan, K. W. (2012). Coping with job insecurity: The role of procedural justice, ethical leadership and power distance orientation. Journal of Business Ethics, 108(3), 361-372.
Lu, C.-S., & Lin, C.-C. (2014). The effects of ethical leadership and ethical climate on employee ethical behavior in the international port context. Journal of Business Ethics, 124(2), 209-223.
Mael, F. A., & Tetrick, L. E. (1992). Identifying organizational identification. Educational and psychological measurement, 52(4), 813-824.
Maneotis, S. M., Grandey, A. A., & Krauss, A. D. (2014). Understanding the “why” as well as the “how”: Service performance is a function of prosocial motives and emotional labor. Human performance, 27(1), 80-97.
Martin, C. A., & Bush, A. J. (2003). The potential influence of organizational and personal variables on customer-oriented selling. Journal of Business & Industrial Marketing, 18(2), 114-132.
Martínez-Iñigo, D., Totterdell, P., Alcover, C. M., & Holman, D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work & Stress, 21(1), 30-47.
Masterson, S. S., Lewis, K., Goldman, B. M., & Taylor, M. S. (2000). Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. Academy of Management Journal, 43(4), 738-748.
Mauno, S., Kinnunen, U., & Ruokolainen, M. (2007). Job demands and resources as antecedents of work engagement: A longitudinal study. Journal of Vocational behavior, 70(1), 149-171.
Mayer, D. M., Kuenzi, M., Greenbaum, R., Bardes, M., & Salvador, R. B. (2009). How low does ethical leadership flow? Test of a trickle-down model. Organizational behavior and human decision processes, 108(1), 1-13.
Mayer, D. M., Aquino, K., Greenbaum, R. L., & Kuenzi, M. (2012). Who displays ethical leadership, and why does it matter? An examination of antecedents and consequences of ethical leadership. Academy of Management Journal, 55(1), 151-171.
McAllister, D. J., & Bigley, G. A. (2002). Work context and the definition of self: How organizational care influences organization-basei self-esteem. Academy of Management Journal, 45(5), 894-904.
Minson, J. A., & Monin, B. (2012). Do-gooder derogation: Disparaging morally motivated minorities to defuse anticipated reproach. Social Psychological and Personality Science, 3(2), 200-207.
Monin, B., Sawyer, P. J., & Marquez, M. J. (2008). The rejection of moral rebels: resenting those who do the right thing. Journal of personality and social psychology, 95(1), 76.
Moorman, R., & Byrne, Z. S. (2005). What is the role of justice in promoting organizational citizenship behavior. Handbook of organizational justice: Fundamental questions about fairness in the workplace, 355-382.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.
Nielsen, K., Randall, R., Yarker, J., & Brenner, S.-O. (2008). The effects of transformational leadership on followers’ perceived work characteristics and psychological well-being: A longitudinal study. Work & Stress, 22(1), 16-32.
Ones, D. S. (2005). Personality at work: Raising awareness and correcting misconceptions. Human performance, 18(4), 389-404.
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome: Lexington Books/DC Heath and Com.
Organ, D. W., & Ryan, K. (1995). A meta‐analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48(4), 775-802.
Park, J., Lee, D., & Ahn, J. (2004). Risk-focused e-commerce adoption model: A cross-country study. Journal of Global Information Technology Management, 7(2), 6-30.
Paulin, M., Ferguson, R. J., & Bergeron, J. (2006). Service climate and organizational commitment: The importance of customer linkages. Journal of Business Research, 59(8), 906-915.
Peccei, R., & Rosenthal, P. (2000). Front-line responses to customer orientation programmes: a theoretical and empirical analysis. International journal of human resource management, 11(3), 562-590.
Peccei, R., & Rosenthal, P. (2001). Delivering customer‐oriented behaviour through empowerment: An empirical test of HRM assumptions. Journal of Management Studies, 38(6), 831-857.
Pierce, J. L., & Gardner, D. G. (2004). Self-esteem within the work and organizational context: A review of the organization-based self-esteem literature. Journal of Management, 30(5), 591-622.
Pierce, J. L., Gardner, D. G., Cummings, L. L., & Dunham, R. B. (1989). Organization-based self-esteem: Construct definition, measurement, and validation. Academy of Management Journal, 32(3), 622-648.
Podsakoff, P. M., & MacKenzie, S. B. (1994). An examination of the psychometric properties and nomological validity of some revised and reduced substitutes for leadership scales. Journal of applied psychology, 79(5), 702-713.
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.
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513-563.
Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544.
Pugliesi, K., & Shook, S. L. (1997). Gender, jobs, and emotional labor in a complex organization. Social perspectives on emotion, 4, 283-316.
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. Research in organizational behavior, 11(1), 1-42.
Resick, C. J., Hanges, P. J., Dickson, M. W., & Mitchelson, J. K. (2006). A cross-cultural examination of the endorsement of ethical leadership. Journal of Business Ethics, 63(4), 345-359.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. In: American Psychological Association.
Richards, J. M., & Gross, J. J. (2000). Emotion regulation and memory: the cognitive costs of keeping one's cool. Journal of personality and social psychology, 79(3), 410-424.
Riggio, R. E., Zhu, W., Reina, C., & Maroosis, J. A. (2010). Virtue-based measurement of ethical leadership: The Leadership Virtues Questionnaire. Consulting Psychology Journal: Practice and Research, 62(4), 235-250.
Riggle, R. J., Edmondson, D. R., & Hansen, J. D. (2009). A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research. Journal of Business Research, 62(10), 1027-1030.
Roehling, M. V. (1997). The origins and early development of the psychological contract construct. Journal of Management History, 3(2), 204-217.
Rose, E., & Wright, G. (2005). Satisfaction and dimensions of control among call centre customer service representatives. The International Journal of Human Resource Management, 16(1), 136-160.
Rosenberg, M. (1965). Rosenberg self-esteem scale (RSE). Acceptance and commitment therapy. Measures package, 61, 52.
Ruiz‐Palomino, P., Ruiz‐Amaya, C., & Knörr, H. (2011). Employee organizational citizenship behaviour: The direct and indirect impact of ethical leadership. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 28(3), 244-258.
Rupp, I., Triemstra, M., Boshuizen, H. C., Jacobi, C. E., Dinant, H. J., & Van Den Bos, G. A. (2002). Selection bias due to non‐response in a health survey among patients with rheumatoid arthritis. The European Journal of Public Health, 12(2), 131-135.
Salami, S. O. (2007). Moderating effect of emotional intelligence on the relationship between emotional labour and organizational citizenship behaviour. European Journal of Social Sciences, 5(2), 142-150.
Saxe, R., & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of marketing research, 19(3), 343-351.
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 163-183.
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., & Van Rhenen, W. (2009). How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism. Journal of Organizational Behavior, 30(7), 893-917.
Schmutte, B. (1999). Emotionsarbeit und ihre Konsequenzen bei Bankmitarbeitern [Emotion work and its consequences on employees in the banking sector]. Unpublished diploma thesis: JW Goethe-University: Faculty of Psychology.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied psychology, 83(2), 150-163.
Schneider, B., Ehrhart, M., Mayer, D., Saltz, J., & Niles-Jolly, K. (2005). Understanding organization–customer links in service settings. Academy of Management Journal, 48, 1017–1032.
Schwepker, C., & Good, D. (2004). SALES MANAGEMENT PRACTICES: THE IMPACT OF ETHICS ON CUSTOMER ORIENTATION, EMPLOYMENT AND PERFORMANCE. Marketing Management Journal, 14(2).
Schwepker Jr, C. H. (2015). Influencing the salesforce through perceived ethical leadership: the role of salesforce socialization and person–organization fit on salesperson ethics and performance. Journal of Personal Selling & Sales Management, 35(4), 292-313.
Scott, J. C. (2008). Weapons of the weak: Everyday forms of peasant resistance: yale university Press.
Shore, L. M., & Tetrick, L. E. (1991). A construct validity study of the survey of perceived organizational support. Journal of applied psychology, 76(5), 637.
Siegrist, J. (1996). Adverse health effects of high-effort/low-reward conditions. Journal of occupational health psychology, 1(1), 27.
Smith, C., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of applied psychology, 68(4), 653.
Snape, E., & Redman, T. (2010). HRM practices, organizational citizenship behaviour, and performance: A multi‐level analysis. Journal of Management Studies, 47(7), 1219-1247.
Sonnentag, S., & Fritz, C. (2015). Recovery from job stress: The stressor‐detachment model as an integrative framework. Journal of Organizational Behavior, 36(S1), S72-S103.
Spencer, L. M., & Spencer, S. M. (1993). Competency at work. New York: John Wiely & Sons, 5.
Steers, R. M., & Black, J. S. (1994). Organizational behavior: Harpercollins College Division.
Stock, R. M., & Hoyer, W. D. (2005). An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 536-552.
Stouten, J., van Dijke, M., Mayer, D. M., De Cremer, D., & Euwema, M. C. (2013). Can a leader be seen as too ethical? The curvilinear effects of ethical leadership. The Leadership Quarterly, 24(5), 680-695.
Tang, T. L. P., & Ibrahim, A. H. S. (1998). Antecedents of organizational citizenship behavior revisited: Public personnel in the United States and in the Middle East. Public Personnel Management, 27(4), 529-550.
Li-Ping Tang, T., Singer, M. G., & Roberts, S. (2000). Employees’ perceived organizational instrumentality: An examination of the gender differences. Journal of Managerial Psychology, 15(5), 378-406.
Teng, C.-C., & Barrows, C. W. (2009). Service orientation: antecedents, outcomes, and implications for hospitality research and practice. The Service Industries Journal, 29(10), 1413-1435.
Thakor, M. V., & Joshi, A. W. (2005). Motivating salesperson customer orientation: insights from the job characteristics model. Journal of Business Research, 58(5), 584-592.
Toor, S.-u.-R., & Ofori, G. (2009). Ethical leadership: Examining the relationships with full range leadership model, employee outcomes, and organizational culture. Journal of Business Ethics, 90(4), 533-547.
Treviño, L. K., Hartman, L. P., & Brown, M. (2000). Moral person and moral manager: How executives develop a reputation for ethical leadership. California Management Review, 42(4), 128-142.
Treviño, L. K., Brown, M., & Hartman, L. P. (2003). A qualitative investigation of perceived executive ethical leadership: Perceptions from inside and outside the executive suite. Human relations, 56(1), 5-37.
Tyler, T. R., & Blader, S. L. (2003). The group engagement model: Procedural justice, social identity, and cooperative behavior. Personality and social psychology review, 7(4), 349-361.
VanMaanen, J., & Kunda, G. (1989). Real feelings-emotional expression and organizational culture. Research in organizational behavior, 11, 43-103.
Van Prooijen, J.-W. (2009). Procedural justice as autonomy regulation. Journal of personality and social psychology, 96(6), 1166.
Walsh, G., Yang, Z., Dose, D., & Hille, P. (2015). The effect of job-related demands and resources on service employees’ willingness to report complaints: Germany versus China. Journal of Service Research, 18(2), 193-209.
Walumbwa, F. O., & Schaubroeck, J. (2009). Leader personality traits and employee voice behavior: mediating roles of ethical leadership and work group psychological safety. Journal of Applied psychology, 94(5), 1275.
Walz, S. M., & Niehoff, B. P. (1996). Organizational citizenship behaviors and their effect on organizational effectiveness in limited-menu restaurants. Paper presented at the Academy of management proceedings.
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. Research in organizational behavior: An annual series of analytical essays and critical reviews, Vol. 18, pp. 1-74
Wang, A. C., & Cheng, B. S. (2010). When does benevolent leadership lead to creativity? The moderating role of creative role identity and job autonomy. Journal of Organizational Behavior, 31(1), 106-121.
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and occupations, 20(2), 205-232.
Whitener, E. M. (2001). Do “high commitment” human resource practices affect employee commitment? A cross-level analysis using hierarchical linear modeling. Journal of Management, 27(5), 515-535.
Williams, M. R., & Attaway, J. S. (1996). Exploring salespersons' customer orientation as a mediator of organizational culture's influence on buyer-seller relationships. Journal of Personal Selling & Sales Management, 16(4), 33-52.
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617.
Wouters, C. (1989). The sociology of emotions and flight attendants: Hochschild's Managed Heart. Theory, culture & society, 6(1), 95-123.
Yigui, W., Cong, P., & Guolai, W. (2012). Review and Prospect of Research on Emotional Labor [J]. Psychological Research, 4, 013.
Yoo, J. J. (2011). Dynamic characteristics of customer participation: Based on job demand and resource model. Oklahoma State University,
Yoo, J. J., & Arnold, T. J. (2014). Customer orientation, engagement, and developing positive emotional labor. The Service Industries Journal, 34(16), 1272-1288.
Yoo, J. J., & Arnold, T. J. (2016). 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.
Yukl, G., Mahsud, R., Hassan, S., & Prussia, G. E. (2013). An improved measure of ethical leadership. Journal of Leadership & Organizational Studies, 20(1), 38-48.
Zablah, A. R., Franke, G. R., Brown, T. J., & Bartholomew, D. E. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing, 76(3), 21-40.
Zapf, D., Dormann, C., & Frese, M. (1996). Longitudinal studies in organizational stress research: a review of the literature with reference to methodological issues. Journal of occupational health psychology, 1(2), 145.
Zellars, K. L., Tepper, B. J., & Duffy, M. K. (2002). Abusive supervision and subordinates' organizational citizenship behavior. Journal of applied psychology, 87(6), 1068.
Zhao, L., Lu, Y., Wang, B., Chau, P. Y., & Zhang, L. (2012). Cultivating the sense of belonging and motivating user participation in virtual communities: A social capital perspective. International Journal of Information Management, 32(6), 574-588.

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE