:::

詳目顯示

回上一頁
題名:員工自我決定對員工顧客導向與情境績效之影響:情緒勞動的中介角色和情緒智力的調節角色
作者:李陽
作者(外文):LI, YANG
校院名稱:中原大學
系所名稱:企業管理學系
指導教授:邱雅萍
學位類別:博士
出版日期:2023
主題關鍵詞:物流業自我決定理論顧客導向情境績效情緒勞動情緒智力LogisticsSelf-determination TheoryCustomer OrientationContextual PerformanceEmotional laborEmotional Intelligence
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
電子商務的飛速發展使得產品和服務的可用性不受時間和空間的限制,網絡購物市場保持持續增長,從而使得物流服務成為現今服務經濟時代最具競爭力因素之一。因此,快遞員成為了人們生活中接觸頻繁的服務群體,快遞員的服務水準、服務方式及服務質量成為了影響其自身滿意度和顧客滿意度的重要因素。物流企業如何優化人力資源管理機制,招聘甄選適合的員工,有效促進人崗相適,對物流業高質量發展極其重要。
本研究以中國大陸物流業中的快遞或外賣配送員為研究對象。從自我決定理論的觀點探討物流服務業中員工的三個基本心理需要與顧客導向對情境績效的影響受到情緒勞動的中介作用和情緒智力調節作用的影響。一方面,本研究通過工作中的基本心理需要滿足量表對快遞員的顧客導向態度進行驗證,發現服務業員工的自主性、能力和關係性的心理需要的滿足可以預測其顧客導向的結果,亦即員工基本心理需要滿足程度越高,其顧客導向態度越強。另一方面,本研究通過探討員工顧客導向與其情境績效的關係受到情緒勞動的中介作用和情緒智力調節作用的影響機制,發現員工的顧客導向正向影響其情境績效。同時,員工顧客導向會通過深層表演提高其情境績效,而通過表層表演會降低其情境績效。此外,員工的情緒智力水平會調節其顧客導向與深層表演和表層表演之間的關係,員工情緒智力愈高,顧客導向對深層表演的正向影響關係愈強,顧客導向對表層表演的正向關係愈弱。本研究進一步豐富了自我決定理論、顧客導向理論和情緒勞動理論的研究範圍,並且也給企業組織帶來了重要的啟示。
The rapid development of e-commerce makes the availability of products and services not limited by time and space, and the online shopping market continues to grow, making logistics services one of the most competitive factors in today’s service economy era. Therefore, couriers have become a service group with frequent contact in people’s lives, and the service level, service method, and service quality of couriers have become essential factors affecting their satisfaction and customer satisfaction. How an enterprise optimizes its human resource management mechanism, recruits and selects suitable employees, and effectively promotes job-person fit is extremely important for the high-quality development of enterprises.
This study takes the courier or takeaway delivery staff of various delivery companies and instant delivery industries in Mainland China as the research object. From the perspective of self-determination theory, this study discusses the impact of the three basic psychological needs and customer orientation of employees in the logistics service industry on contextual performance, and the relationship between customer orientation and contextual performance will be affected by the mediation of Emotional labor and the moderation of emotional intelligence. On the one hand, this study verified the customer orientation of couriers through the satisfaction of three psychological needs at work and found that the satisfaction of the autonomy, competence, and relatedness needs of employees can predict the results of their customer orientation, that is to say, the higher the degree of satisfaction of employees’ basic psychological needs, the stronger their customer orientation. On the other hand, it is found that employee customer orientation positively affects their contextual performance. The relationship between customer orientation and contextual performance is influenced by the mediating effect of emotional labor and the moderating effect of emotional intelligence in this study. At the same time, customer orientation will increase their contextual performance through deep acting while reducing their contextual performance through surface acting. In addition, emotional intelligence will mediate the relationship between customer orientation and emotional labor. The higher the emotional intelligence of employees, the stronger the positive impact of customer orientation on deep acting, and the weaker the positive relationship of customer orientation on surface acting. This study further enriches the research scope of self-determination theory, customer orientation theory, and emotional labor theory and also brings important enlightenment to business organizations.
參考文獻
一、中文部分
尤利婭,2018,自我效能感與情商對工作投入和職業滿意度的交互影響,哈爾濱工業大學博士學位論文。
花中東與張楊,2022,物流企業中服務型領導風格對員工績效的影響研究:組織自尊的中介作用,銅仁學院學報,24(1),74-86。
李庭閣、張珈進、黃少宇與嚴國晉,2016,家長式領導與部屬工作績效之關係:探討情緒勞動演出的中介效果,人力資源管理學報,16(3),93-129。
吳宗祐與鄭伯壎,2006,難應付客戶頻次\知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係—“資源保存理論”的觀點,管理學報,23(5),581-599。
沈彩霞,2013,兒童心理需要滿足對網絡行為及情感體驗的影響:自我決定理論的視角,北京師範大學博士學位論文。
宋奕,2018,智能環境下眾包物流企業員工組織行為與運作的仿真研究,華中科技大學博士學位論文。
范振傑與顏志龍,2012,自我決定理論在組織行為的應用,運動管理,16,27-35。
林少龍與繆敏志,2020,深層演出與情緒耗竭的關係:關係能量及情緒智商之角色,人力資源管理學報,20(1),75-99。
林樺,2008,自我決定理論研究,湖南師範大學碩士學位論文。
紀乃文,2014,情緒勞動對組織是利是弊?探討知覺主觀支持、同事支持對情緒勞動與服務績效、離職傾向關係的差異化干擾效果,組織與管理,7(1),115-160。
高曉光,2017,顧客導向、情緒勞務及服務績效–服務接觸與人力資源管理實務之調節中介模式,長榮大學博士學位論文。
郭暢,2018,基本心理需求對員工創造力的影響研究——基於情緒勞動調節作用的分析,東北財經大學碩士學位論文。
張瑞雪,2010,顧客導向的組織公民行為對顧客公民行為的影響研究,哈爾濱工業大學碩士學位論文。
黃敦群、紀乃文、張雅婷與郭洧岑,2014, 情緒勞動的前因, 後果與潛在干擾變數: 統合分析法之探討,人力資源管理學報,14(3), 93-134。
馮琳琳,2017,親社會行為對幸福感的影響:基本心理需要的中介作用和動機的調節作用,山東師範大學博士學位論文。
蔡俊傑,2010,健身運動心理需求滿足感量表信效度分析,大專體育學刊,12(2),11-21。
廖珮妏與邱皓政,2022,選其所愛,愛其所選?以自我決定與成就目標導向理論探討學習投入與就學滿意度的跨時點影響,修平學報,43,101-131。
齊蕾,2018,服務導向HPWS對服務創新的影響及其作用機制研究,山東大學博士學位論文。
鄭伯壎、姜定宇、吳宗祐與高鳳霞,2015。組織行為研究在台灣四十年:深化與展望,台北:華泰文化,頁96。
熊欣華、胡宛仙與李佳如,2020,僕人領導對消防隊員任務績效與助人行為之影響:心理需求滿足與工作動機之中介效果驗證,組織與管理,13(1),1-44。
蕭婉鎔,2020,情緒在每一個服務瞬間:從情感事件理論探討人際公平對服務人員情緒及顧客導向的影響,人力資源管理學報,20(2),63-89。
賴裕霖,2022,情緒智力量表之編制,中原大學心理學系碩士學位論文。
姜雅齡,2012,銷售/顧客導向及個人–工作適配度對工作績效之影響:情緒耗竭之中介效果,國立屏東科技大學碩士學位論文。
謝輝龍與蔡宗宏,2020, COVID-19 防治與長照 2.0 的新契機-從整合性觀點探討社區型遠距健康照護之使用意向,管理資訊計算,9(2),26-39。
謝禮珊、關新華與朱翊敏,2015,服務導向和顧客價值共創對一線員工顧客需求知識的影響——互動導向的跨層次調節作用,營銷科學學報,11(1),85-100。
饒姿華,2012,難纏顧客對領隊情緒勞務之影響,中國文化大學觀光事業學系碩士論文
欒貞增,2017,顧客導向價值觀對員工服務創造力的影響研究,南京大學博士學位論文。
二、英文部分
Allen, J.A., Pugh, S.D., Grandey, A.A., and 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.
Arvey, R.D., and Murphy, K.R.,1998. Performance evaluation in work setting. Annual Review of Psychology, 49, 141-168.
Ashforth, B.E., and Humphrey, R.H.,1993. Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Ashforth, B.E., 2001. The handbook of emotional intelligence: Theory, development, assessment, and application at home, school, and in the workplace. Personnel Psychology, 54(3), 721.
Auh, S., and Menguc, B., 2007. Performance implications of the direct and moderating effects of centralization and formalization on customer orientation. Industrial Marketing Management, 36(8), 1022-1034.
Axtell, C.M., Parker, S.K., Holman, D., and Totterdell, P., 2007. Enhancing customer service: Perspective taking in a call centre. European Journal of Work and Organizational Psychology, 16(2), 141-168.
Baard, P.P., Deci, E.L., and Ryan, R.M., 2004. Intrinsic need satisfaction: a motivational basis of performance and well‐being in two work settings. Journal of Applied Social Psychology, 34(10), 2045-2068.
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.
Baksh Baloch, Q., Saleem, M., Zaman, G., and Fida, A., 2014. The Impact of Emotional Intelligence on Employees’ Performance. Journal of Managerial Sciences, 8(2), 208-227.
Bar-On, R., Brown, J.M., Kirkcaldy, B.D., and Thome, E.P., 2000. Emotional expression and implications for occupational stress; an application of the Emotional Quotient Inventory (EQ-i). Personality and Individual Differences, 28(6), 1107-1118.
Barger, P.B., and Grandey, A.A, 2006. Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanism. Academy of Management Journal, 49(6),1229-1238.
Bateman, T.S., and Organ, D.W., 1983. Job satisfaction and the good soldier: The relationship between affect and employee “citizenship”. Academy of Management Journal, 26(4), 587-595.
Bechtoldt, M.N., Rohrmann, S., De Pater, I.E., and Beersma, B., 2011. The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology, 96, 1087-1094.
Behzadnia, B., Adachi, P.J., Deci, E.L., and Mohammadzadeh, H., 2018. Associations between students’ perceptions of physical education teachers’ interpersonal styles and students’ wellness, knowledge, performance, and intentions to persist at physical activity: A self-determination theory approach. Psychology of Sport and Exercise, 39, 10-19.
Benesch, S., 2018. Emotions as agency: Feeling rules, emotion labor, and English language teachers’ decision-making. System, 79, 60-69.
Bentler, P.M. and Bonett, D.G., 1980. Significance tests and goodness-of-fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
Berent, I., 2021. On the matter of essence. Cognition, 213, 104701.
Bettencourt, L.A., and Brown, S.W., 1997. Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39-61.
Bettencourt, L.A., Gwinner, K.P., and 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.
Bettencourt, L.A., and Brown, S.W., 2003. Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the Academy of Marketing Science, 31(4), 394-408.
Bies, R.J., 1989. Organizational citizenship behavior: The good soldier syndrome, 294-297.
Biron, M., and van Veldhoven, M., 2012. Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65(10), 1259-1282.
Black, O., Keegel, T., Sim, M. R., Collie, A., and Smith, P., 2018. The effect of self-efficacy on return-to-work outcomes for workers with psychological or upper-body musculoskeletal injuries: a review of the literature. Journal of Occupational Rehabilitation, 28(1), 16-27.
Blancero, D., and Johnson, S.A., 1997. Customer service employees and discretionary service behavior: A psychological contract model. Cahrs Center for Advance Huamn Resource Studies, 187, 1-27.
Bolino, M.C., Klotz, A.C., Turnley, W.H., and Harvey, J., 2013. Exploring the dark side of organizational citizenship behavior. Journal of Organizational Behavior, 34(4), 542-559.
Bono, J.E., and Judge, T.A., 2003. Self-concordance at work: Toward understanding the motivational effects of transformational leaders. Academy of Management Journal, 46(5), 554-571.
Boorom, M.L., Goolsby, J.R., and Ramsey, R.P., 1998. Relational communication traitsand their effect on adaptiveness and sales performance. Journal of the Academy of Marketing Science, 26(1), 16-30.
Borman, W.C., and Motowidlo, S.M., 1993. Expanding the criterion domain to include elements of contextual performance. Personnel Selection in Organizations. Psychology Faculty Publications, 1111, 71-98
Borman, W.C. and Motowidlo, S.J., 1997. Task performance and contextual performance:
The meaning for personnel selection research. Human Performance, 10(2), 99-109.
Bowen, D.E., and Lawler 3rd, E.E., 1992. The empowerment of service workers: what, why, how, and when. Sloan Management Review, 33(3), 31-39.
Bowen, D.E., and Schneider, B., 1998. Service marketing and management: Implications for organizational behavior. Research in Organizational Behavior, 10(1), 43-80.
Brady, M.K., and Cronin Jr, J.J., 2001. Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241-251.
Brotheridge, C.M., and Lee, R.T., 2002. Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57.
Brotheridge, C.M., 2006. The role of emotional intelligence and other individual difference variables in predicting emotional labor relative to situational demands. Psicothema, 18, 139-144.
Browne, M.W., and Cudeck, R., 1992. Alternative ways of assessing model fit. Sociological methods & research, 21(2), 230-258.
Brown, T.J., Mowen, J.C., Donavan, D.T., and 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.
Brockman, Jones, and Becherer., 2012. “Customer orientation and performance in small firms: Examining the moderating influence of risk‐taking, innovativeness, and opportunity focus”. Journal of Small Business Management, 50(3), 429-446.
Burić, I., 2019. The role of emotional labor in explaining teachers' enthusiasm and students' outcomes: A multilevel mediational analysis. Learning and Individual Differences, 70, 12-20.
Cable, D.M., and DeRue, D.S., 2002. The convergent and discriminant validity of subjective fit perceptions. Journal of Applied Psychology, 87(5), 875-884.
Cardella, G.M., Hernández-Sánchez, B.R., and Sánchez-García, J.C., 2020. Basic psychological needs as a motivational competence: Examining validity and measurement invariance of Spanish BPNSF scale. Sustainability, 12(13), 5422.
Campell, J.P., Mccloy, R.A., Oppler, S.H., and Sage, C.E., 1993. A theory of performance. Personnel Selection in Organizations, 3570, 35-70.
Carmeli, A., 2003. The relationship between emotional intelligence and work attitudes, behavior and outcomes: An examination among senior managers. Journal of Managerial Psychology, 18(8), 788-813.
Chan, K.W., Gong, T., Zhang, R., and Zhou, M., 2017. Do employee citizenship behaviors lead to customer citizenship behaviors? The roles of dual identification and service climate. Journal of Service Research, 20(3), 259-274.
Chau, S.L., Dahling, J.J., Levy, P.E., and Diefendorff, J.M., 2009. A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30(8), 1151-1163.
Chen, B., Vansteenkiste, M., Beyers, W., Boone, L., Deci, E.L., der Kaap-Deeder, V., and Verstuyf, J., 2015. Basic psychological need satisfaction, need frustration, and need strength across four cultures. Motivation and Emotion, 39(2), 216-236.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., and Zhong, J.A., 2012. Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
Cherniss, C., and Goleman, D., 2001. Training for emotional intelligence: A model. The Emotionally Intelligent Workplace, 209-233.
Cherniss, C., Extein, M., Goleman, D., and Weissberg, R.P., 2006. Emotional intelligence: what does the research really indicate?. Educational Psychologist, 41(4), 239-245.
Cheung, F.Y.L., and Tang, C.S.K., 2010. Effects of age, gender, and emotional labor strategies on job outcomes: Moderated mediation analyses. Applied Psychology: Health and Well‐Being, 2(3), 323-339.
Chi, N.W., and Chen, P.C., 2019. Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes. Journal of Business Research, 95, 277-291.
Chiniara, M., and Bentein, K., 2016. Linking servant leadership to individual performance: Differentiating the mediating role of autonomy, competence and relatedness need satisfaction. The Leadership Quarterly, 27(1), 124-141.
Chiniara, M., and Bentein, K., 2018. The servant leadership advantage: When perceiving low differentiation in leader-member relationship quality influences team cohesion, team task performance and service OCB. The Leadership Quarterly, 29(2), 333-345.
Chirkov, V., Ryan, R.M., Kim, Y., and Kaplan, U., 2003. Differentiating autonomy from individualism and independence: a self-determination theory perspective on internalization of cultural orientations and well-being. Journal of Personality and Social Psychology, 84(1), 97.
Choi, C.H., Kim, T.T., Lee, G., and Lee, S.K., 2014. Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance. International Journal of Hospitality Management, 36, 272-285.
Choi, Y.G., and Kim, K.S., 2015. A literature review of emotional labor and emotional labor strategies. Universal Journal of Management, 3(7), 283-290.
Choi, H.M., Mohammad, A.A., and Kim, W.G., 2019. Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout. International Journal of Hospitality Management, 82, 199-208.
Christian, M.S., Garza, A.S., and 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.
Chu, K.H., Baker, M.A., and Murrmann, S.K., 2012. When we are onstage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management, 31(3), 906-915.
Cichosz, M., Wallenburg, C.M., and Knemeyer, A.M., 2020. Digital transformation at logistics service providers: barriers, success factors and leading practices. The International Journal of Logistics Management, 31(2), 209-238.
Coelho, F., and 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, and Borman, W.C., 2000. Investigating the underlying structure of the citizenship performance domain. Human Resource Management Review, 10, 25-44.
Collins, R., 1981. On the microfoundations of macrosociology. American Journal of Sociology, 86(5), 984-1014.
Comer, L.B., and Drollinger, T., 1999. Active empathetic listening and selling success: A conceptual framework. Journal of Personal Selling & Sales Management, 19(1), 15-29.
Côté, S., Lopes, P.N., Salovey, P., and Miners, C.T., 2010. Emotional intelligence and leadership emergence in small groups. The Leadership Quarterly, 21(3), 496-508.
Csikszentmihalhi, M., 2020. Finding flow: The psychology of engagement with everyday life. Hachette UK, 1-7.
Davis, M.H., 1983. Measuring individual differences in empathy: Evidence for a multidimensional approach. Journal of Personality and Social Psychology, 44(1), 113.
Dash, G., and Paul, J., 2021. CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting. Technological Forecasting and Social Change, 173, 121092.
Deci, E.L., and Ryan, R.M., 1985. Intrinsic motivation and self-determination in human behavior. Springer Science & Business Media, 61,101860.
Deci, E.L., and Ryan, R.M., 2000. The “what” and “why” of goal pursuits: Human needs and the self-determination of behavior. Psychological Inquiry, 11(4), 227-268.
Deci, E.L., and Ryan, R.M., 2008. Self-determination theory: A macrotheory of human motivation, development, and health. Canadian Psychology/Psychologie Canadienne, 49(3), 182.
Den Hartog, D.N., Boselie, P., and Paauwe, J., 2004. Performance management: A model and research agenda. Applied Psychology, 53(4), 556-569.
DeNisi, A.S., and Pritchard, R.D., 2006. Performance appraisal, performance management and improving individual performance: A motivational framework. Management and Organization Review, 2(2), 253-277.
Deshpandé, R., Farley, J.U., and Webster Jr, F.E., 1993. Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of marketing, 57(1), 23-37.
De Charms, R., 2013. Personal causation: The internal affective determinants of behavior. Routledge, 282-296.
Diefendorff, J.M., and Richard, E.M., 2003. Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88(2), 284.
Diefendorff, J.M., Richard, E.M., and Croyle, M.H., 2006. Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79(2), 273-298.
Diefendorff, J.M., and Greguras, G.J., 2009. Contextualizing emotional display rules: Examining the roles of targets and discrete emotions in shaping display rule perceptions. Journal of Management, 35(4), 880-898.
Dimitriades, Z.S., 2007. The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: a survey. Employee Relations, 29(5), 469-491.
Doll, B., Sands, D.J., Wehmeyer, M.L., and Palmer, S., 1996. Promoting the development and acquisition of self-determined behavior. Self-determination across the life span: Independence and Choice for People with Disabilities, 65-90.
Donavan, D.T., Brown, T.J., and 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.
Douglas, C., Frink, D.D., and Ferris, G.R., 2004. Emotional intelligence as a moderator of the relationship between conscientiousness and performance. Journal of Leadership & Organizational Studies, 10(3), 2-13.
Donker, A.S., De Boer, H., Kostons, D., Van Ewijk, C.D., and van der Werf, M.P., 2014. Effectiveness of learning strategy instruction on academic performance: A meta-analysis. Educational Research Review, 11, 1-26.
Duda, J.L., and Appleton, P.R., 2016. Empowering and disempowering coaching climates: Conceptualization, measurement considerations, and intervention implications. In Sport and Exercise Psychology Research. Academic Press, 373-388.
Falk, A.E., 2003. Darwin’s Cathedral: Evolution, Religion, and the Nature of Society, 78(1), 74-75.
Farnia, F., and Nafukho, F.M., 2016. Emotional intelligence research within human resource development scholarship. European Journal of Training and Development, 40(2), 90-110.
Feng, T., Wang, D., Lawton, A., and Luo, B.N., 2019. Customer orientation and firm performance: The joint moderating effects of ethical leadership and competitive intensity. Journal of Business Research, 100, 111-121.
Fernet, C., Morin, A.J., Austin, S., Gagné, M., Litalien, D., Lavoie-Tremblay, M., and Forest, J., 2020. Self-determination trajectories at work: A growth mixture analysis. Journal of Vocational Behavior, 121, 103473.
Fineman, S., 2006. On being positive: Concerns and counterpoints. Academy of Management Review, 31(2), 270-291.
Flaherty, K.E., Mowen, J.C., Brown, T.J., and Marshall, G.W., 2009. “Leadership Propensity and Sales Performance among Sales Personnel and Managers in a Specialty Retail Store Setting”. Journal of Personal Selling and Sales Management, 29(1), 43-59.
Fornell, C., and Larcker, D.F., 1981. Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Frambach, R.T., Fiss, P.C., and Ingenbleek, P.T., 2016. How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies, and environments. Journal of Business Research, 69(4), 1428-1436.
Fu, Y.K., 2013. The influence of internal marketing by airlines on customer-oriented behavior: A test of the mediating effect of emotional labor. Journal of Air Transport Management, 32, 49-57.
Gagné, M., and Deci, E.L., 2005. Self‐determination theory and work motivation. Journal of Organizational Behavior, 26(4), 331-362.
García-González, L., Sevil-Serrano, J., Abós, A., Aelterman, N., and Haerens, L., 2019. The role of task and ego-oriented climate in explaining students’ bright and dark motivational experiences in Physical Education. Physical Education and Sport Pedagogy, 24(4), 344-358.
Gatignon, H., and Xuereb, J.M., 1997. Strategic orientation of the firm and new product performance. Journal of Marketing Research, 34(1), 77-90.
Gaucher, B., and Chebat, J.C., 2019. How uncivil customers corrode the relationship between frontline employees and retailers. Journal of Retailing and Consumer Services, 46, 1-10.
Goleman, D., 1996. Emotional Intelligence. Why It Can Matter More than IQ. Learning, 24(6), 49-50.
Goldberg, L.S., and Grandey, A.A., 2007. Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.
Goldstein, A.P., and Michaels, G.Y., 2021. Empathy: Development, training, and consequences. Routledge.
González-Cutre, D., Sicilia, Á., Sierra, A.C., Ferriz, R., and Hagger, M.S., 2016. Understanding the need for novelty from the perspective of self-determination theory. Personality and Individual Differences, 102, 159-169.
Goodwin, R.E., Groth, M., and Frenkel, S.J., 2011. Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79, 538-548.
Gosserand, R.H., and Diefendorff, J.M., 2005. Emotional display rules and emotional labor: the moderating role of commitment. Journal of Applied Psychology, 90(6), 1256-1264.
Goswami, K., and Mahanta, M., 2021. Exploring the role of emotional labor and job autonomy in the relation between emotional intelligence and job performance. International Management Review, 17(1), 26-38.
Grandey, A.A., 2000. Emotion regulation in the workplace: A new way to conceptualize emotional labor. J. Occup. Health Psychol.,5, 95-100.
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., and 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.
Grandey, A., Diefendorff, J., and Rupp, D.E. (Eds.)., 2013. Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work. Routledge.
Grandey, A.A., and Gabriel, A.S., 2015. Emotional labor at a crossroads: Where do we go from here. Annual Review of Organizational Psychology and Organizational Behavior, 2(1), 323-349.
Grandey, A.A., and Melloy, R.C., 2017. The state of the heart: Emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 22(3), 407-422.
Grant, A.M., and Mayer, D.M., 2009. Good soldiers and good actors: prosocial and impression management motives as interactive predictors of affiliative citizenship behaviors. Journal of Applied Psychology, 94(4), 900-912.
Grant, A.M., and Berry, J.W., 2011. The necessity of others is the mother of invention: Intrinsic and prosocial motivations, perspective taking, and creativity. Academy of Management Journal, 54(1), 73-96.
Greenidge, D., Devonish, D., and Alleyne, P., 2014. The relationship between ability-based emotional intelligence and contextual performance and counterproductive work behaviors: A test of the mediating effects of job satisfaction. Human Performance, 27(3), 225-242.
Groth, M., Hennig-Thurau, T., and 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.
Gross, J.J., and John, O.P., 2003. Individual differences in two emotion regulation processes: implications for affect, relationships, and well-being. Journal of Personality and Social Psychology, 85(2), 348-362.
Guy, M.E., and Lee, H.J., 2015. How emotional intelligence mediates emotional labor in public service jobs. Review of Public Personnel Administration, 35(3), 261-277.
Hackman, J.R., and Oldham, G.R.,1976. Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16(2), 250–279.
Hadjali, H.R., and Salimi, M., 2012. An investigation on the effect of organizational citizenship behaviors (OCB) toward customer-orientation: A case of Nursing home. Procedia-Social and Behavioral Sciences, 57, 524-532.
Haerani, S., Sumardi, Hakim, W., Hartini, and Putra, A.H.P.K., 2020. Structural Model of Developing Human Resources Performance: Empirical Study of Indonesia States Owned Enterprises. Journal of Asian Finance, Economics and Business, 7(3), 211-221.
Han, S.J., Kim, W.G., and Kang, S., 2017. Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction. International Journal of Contemporary Hospitality Management, 29(11), 2807-2825.
Hanzaee, and Mirvaisi., 2011. “Customer orientation of service employees: A case study of Iranian Islamic banking (based on COSE model)”. International Journal of Marketing Studies, 3(4), 130-145
Harris, E.G., Mowen, J. C., and Brown, T. J., 2005. Re-examining salesperson goal orientations: personality influencers, customer orientation, and work satisfaction. Journal of the Academy of Marketing Science, 33(1), 19-35.
Harvey, P., and Dasborough, M.T., 2006. Consequences of employee attributions in the workplace: The role of emotional intelligence. Psicothema, 145-151.
Hayes, A.F., 2013. Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York: Guilford Press.
He, Z., and Hao, X., 2022. Emotional labor and employee well-being in cross-cultural contexts: A Disney frontline staff's autoethnography. Tourism Management, 91, 104518.
Hennig-Thurau, T., 2004. Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Higgs, M., and Dulewicz, V., 2016. Can emotional intelligence be developed? Leading with Emotional Intelligence. Effective Change Implementation in Today’s Complex Context, 51-73.
Hjalmarsson, A.K., and Dåderman, A.M., 2020. Relationship between emotional intelligence, personality, and self-perceived individual work performance: A cross-sectional study on the Swedish version of TEIQue-SF. Current Psychology, 1-16.
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: Commercialization of human feeling. Berkeley, CA: University of California Press.
Hogan, J., Hogan, R., and Busch, C.M., 1984. How to measure service orientation. Journal of Applied Psychology, 69(1), 167-173.
Homburg, C., Workman, J.P., and Jensen, O., 2000. Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478.
Homburg, C., Müller, M., and Klarmann, M., 2011a. When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional
customer orientation. Journal of the Academy of Marketing Science, 39(6), 795-812.
Homburg, C., Müller, M., and Klarmann, M., 2011b. When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75(2), 55-74.
Humphrey, R.H., Ashforth, B.E., and Diefendorff, J.M., 2015. The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769.
Hur, W.M., Moon, T.W., and Jung, Y.S., 2015. Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Services Marketing, 29(1), 71-80.
Hülsheger, U.R., and 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.
Hwa, M.A.C., and Amin, H., 2016. Why emotion at work matters: examining the influence of emotional labour and emotional intelligence on workplace behaviours among service workers in east Malaysia. Kajian Malaysia, 34(1), 79-105.
Islam, T., Meade, N., Carson, R.T., Louviere, J.J., and Wang, J., 2022. The usefulness of socio-demographic variables in predicting purchase decisions: Evidence from machine learning procedures. Journal of Business Research, 151, 324-338.
Jaworski, B.J., and Kohli, A.K., 1993. Market orientation: antecedents and consequences. Journal of Marketing, 57(3), 53-70.
Jamal, A., and Adelowore, A.O., 2008. Customer-employee relationship: the role of self-employee congruence. European Journal of Marketing, 42(11/12), 1316-1345.
Jeung, D.Y., Kim, C., and Chang, S.J., 2018. Emotional labor and burnout: A review of the literature. Yonsei Medical Journal, 59(2), 187-193.
Jeong, J.Y., Park, J., and Hyun, H., 2019. The role of emotional service expectation toward perceived quality and satisfaction: Moderating effects of deep acting and surface acting. Frontiers In Psychology, 10, 321-332.
Johnson, H.A.M., and 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.
Johnson, S.A., and Ashforth, B.E., 2008. Externalization of employment in a service environment: The role of organizational and customer identification. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 29(3), 287-309.
Joseph, D.L., Jin, J., Newman, D.A., and O’Boyle, E.H., 2015. Why does self-reported emotional intelligence predict job performance? A meta-analytic investigation of mixed EI. Journal of Applied Psychology, 100(2), 298-342.
Joseph, S., 2021. How humanistic is positive psychology? Lessons in positive psychology from Carl Rogers’ person-centered approach—it’s the social environment that must change. Frontiers In Psychology, 12, 709789.
Ju, D., Ma, L., Ren, R., and Zhang, Y.C., 2019. Empowered to break the silence: Applying self-determination theory to employee silence. Frontiers In Psychology, 10(485), 1-10.
Jung, H.S., and Yoon, H.H., 2014a. Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent. International Journal of Hospitality Management, 38, 84-88.
Jung, H.S., and Yoon, H.H., 2014b. Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43, 47-52.
Kadic-Maglajlic, S., Vida, I., Obadia, C., and Plank, R., 2016. Clarifying the influence of emotional intelligence on salesperson performance. Journal of Business & Industrial Marketing, 31(7), 877-888.
Kammeyer‐Mueller, J.D., Rubenstein, A.L., Long, D.M., Odio, M.A., Buckman, B.R., Zhang, Y., and Halvorsen‐Ganepola, M.D., 2013. A meta‐analytic structural model of dispositonal affectivity and emotional labor. Personnel Psychology, 66(1), 47-90.
Kam Sing Wong, and Tong., 2012. “The influence of market orientation on new product success”. European Journal of Innovation Management, 15(1), 99-121.
Karatepe, O.M., Yorganci, I., and Haktanir, M., 2009. Outcomes of customer verbal aggres-sion among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713–733.
Karatepe, O.M., and Choubtarash, H., 2014. The effects of perceived crowding,emotional dissonance, and emotional exhaustion on critical job outcomes: astudy of ground staff in the airline industry. Journal of Air Transport Management. 40, 182–191.
Kelley, S.W., and Hoffman, K.D., 1997. An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427.
Khetjenkarn, S., and Agmapisarn, C., 2020. The effects of emotional labour on the outcomes of the job and the organization: Do the differences in age and the manager’s emotional intelligence have any impact in the hotel business?. European Journal of Tourism Research, 25, 2504-2504.
Kim, W., and Ok, C., 2010. Customer orientation of service employees and rapport: Influences on service-outcome variables in full-service restaurants. Journal of Hospitality & Tourism Research, 34(1), 34-55.
Kim, B., and Lee, J., 2016. Relationships between personal traits, emotional intelligence, internal marketing, service management, and customer orientation in Korean outpatient department nurses. Asian Nursing Research, 10(1), 18-24.
Kim, D., and Park, J., 2020. The way to improve organizational citizenship behavior for the employees who lack emotional intelligence. Current Psychology, 1-15.
Knežević, M.N., Petrović, M.D., Kovačić, S., Mijatov, M., Vuković, D.B., and Kennell, J., 2021. Acting the part: Emotional intelligence and job satisfaction as predictors of emotional labor in travel agencies. Tourism and Hospitality Research, 21(2), 183-201.
Kovjanic, S., Schuh, S.C., and Jonas, K., 2013. Transformational leadership and performance: An experimental investigation of the mediating effects of basic needs satisfaction and work engagement. Journal of Occupational and Organizational Psychology, 86(4), 543-555.
Kristof‐Brown, A.L., 2000. Perceived applicant fit: distinguishing between recruiters’ perceptions of person‐job and person‐organization fit. Personnel Psychology, 53(3), 643-671.
Kristof‐Brown, A.L., Zimmerman, R.D., and Johnson, E.C., 2005. Consequences of individuals’ fit at work: A meta‐analysis of person–job, person–organization, person–group, and person–supervisor fit. Personnel Psychology, 58(2), 281-342.
Kuźma, B., Szulawski, M., Vansteenkiste, M., and Cantarero, K., 2020. Polish adaptation of the basic psychological need satisfaction and frustration scale. Frontiers In Psychology, 10, 3034.
Lam, W., Huo, Y., and Chen, Z., 2018. Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance. Human Resource Management, 57(2), 483-497.
Lam, R., Cheung, C., and Lugosi, P., 2022. The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees. International Journal of Hospitality Management, 100, 103084.
Landy, F.J., and Conte, J.M., 2016. Work in the 21st century: An introduction to industrial and organizational psychology. John Wiley & Sons.
Langfred, C.W., and Rockmann, K.W., 2016. The push and pull of autonomy: The tension between individual autonomy and organizational control in knowledge work. Group & Organization Management, 41(5), 629-657.
Law, K.S., Wong, C.S., and 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.
Leary, M.R., and Baumeister, R.F., 1995. The need to belong. Psychological Bulletin, 117(3), 497-529.
Lee, Y.K., Nam, J.H., Park, D.H., and Lee, K.A., 2006. What factors influence customer-oriented prosocial behavior of customer-contact employees?. Journal of Services Marketing, 251, 264.
Lee, Y.H., and Chelladurai, P., 2016. Affectivity, emotional labor, emotional exhaustion, and emotional intelligence in coaching. Journal of applied sport psychology, 28(2), 170-184.
Lee, J.J., and Hwang, J., 2016. An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54, 139-150.
Lee, J., Ok, C.M., Lee, S.H., and Lee, C.K., 2017. Relationship between emotional labor and customer orientation among airline service employees: Mediating role of depersonalization. Journal of Travel Research, 57(3), 324-341.
Lee, L., and Madera, J.M., 2019. Faking it or feeling it: The emotional displays of surface and deep acting on stress and engagement. International Journal of Contemporary Hospitality Management, 31(4), 1744-1762.
Lee, H.J., 2021. Relationship between emotional labor and job satisfaction: Testing mediating role of emotional intelligence on South Korean public service employees. Public Organization Review, 21(2), 337-353.
Legault, L., Ray, K., Hudgins, A., Pelosi, M., and Shannon, W., 2017. Assisted versus asserted autonomy satisfaction: Their unique associations with wellbeing, integration of experience, and conflict negotiation. Motivation and Emotion, 41(1), 1-21.
Li, J.J., Wong, I.A., and Kim, W.G., 2017. Does mindfulness reduce emotional exhaustion? A multilevel analysis of emotional labor among casino employees. International Journal of Hospitality Management, 64, 21-30.
Liaw, Y.J., Chi, N.W., and 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.
Liu, C., Spector, P.E., and Shi, L., 2007. Cross‐national job stress: a quantitative and qualitative study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 28(2), 209-239.
Liu, Y., Prati, L.M., Perrewe, P.L., and Ferris, G.R., 2008. The relationship between emotional resources and emotional labor: An exploratory study. Journal of Applied Social Psychology, 38(10), 2410-2439.
Liu, S., and Onwuegbuzie, A.J., 2012. Chinese teachers’ work stress and their turnover intention. International Journal of Educational Research, 53, 160-170.
Liu, Z., and Wan, X., 2019. Employee Potential Development: Haidilao High Growth Enlightenment. Open Journal of Business and Management, 7(3), 1173-1182.
Luthans, F., and Youssef, C.M., 2007. Emerging positive organizational behavior. Journal of Management, 33(3), 321-349.
Luthans, F., Avey, J.B., and Patera, J.L., 2008. Experimental analysis of a web-based training intervention to develop positive psychological capital. Academy of Management Learning & Education, 7(2), 209-221.
Madhavaram, S., and Hunt, S.D., 2008. The service-dominant logic and a hierarchy of operant resources and implications for marketing strategy. Journal of the Academy of Marketing Science, 36(1), 67-82.
Mageau, G.A., and Vallerand, R.J., 2003. The coach–athlete relationship: A motivational model. Journal of Sports Science, 21(11), 883-904.
Mayer, J.D., and Salovey, P., 1995. Emotional intelligence and the construction and regulation of feelings. Applied and Preventive Psychology, 4(3), 197-208.
Mayer, J.D., 1997. What is emotional intelligence? P Salovey, DJ Sluyter, (Eds.), Emotional Development and Emotional Intelligence. Basic Books, New York, 3, 34.
Mayer, J.D., Roberts, R.D., and Barsade, S.G., 2008. Human abilities: Emotional intelligence. Annual Review of Psychology, 59(1), 507-536.
Ma, E., Qu, H., Wilson, M., and Eastman, K., 2013. Modeling OCB for hotels: Don’t forget the customers. Cornell Hospitality Quarterly, 54(3), 308-317.
Ma, E., Wang, Y.C., Xu, S.T., and Wang, D., 2022a. Clarifying the multi-order multidimensional structure of organizational citizenship behavior: A cross-cultural validation. Journal of Hospitality and Tourism Management, 50, 83-92.
Ma, E., Du, J., Xu, S.T., Wang, Y.C., and Lin, X., 2022b. When proactive employees meet the autonomy of work—A moderated mediation model based on agency theory and job characteristics theory. International Journal of Hospitality Management, 107, 103326.
MacIntyre, P.D., Gregersen, T., and Mercer, S., 2019. Setting an agenda for positive psychology in SLA: Theory, practice, and research. The Modern Language Journal, 103(1), 262-274.
Menges, J.I., Tussing, D.V., Wihler, A., and Grant, A. M., 2017. When job performance is all relative: How family motivation energizes effort and compensates for intrinsic motivation. Academy of Management Journal, 60(2), 695-719.
Meynhardt, T., Brieger, S.A., and Hermann, C., 2020. Organizational public value and employee life satisfaction: The mediating roles of work engagement and organizational citizenship behavior. The International Journal of Human Resource Management, 31(12), 1560-1593.
Miao, C., Humphrey, R.H., and Qian, S., 2021. Emotional intelligence and job performance in the hospitality industry: a meta-analytic review. International Journal of Contemporary Hospitality Management, 33(8), 2632-2652.
Mignonac, K.,and Herrbach, O., 2004. Linking work events, affective states, and attitudes: An empirical study of managers' emotions. Journal of Business and Psychology, 19(2), 221-240.
Mikolajczak, M., Luminet, O., Leroy, C., and Roy, E., 2007. Psychometric properties of the Trait Emotional Intelligence Questionnaire: Factor structure, reliability, construct, and incremental validity in a French-speaking population. Journal of Personality Assessment, 88(3), 338-353.
Mueller, R.O., and Hancock, G.R., 2018. Structural equation modeling. In The reviewer’s guide to quantitative methods in the social sciences. Routledge, pp. 445-456.
Neufeld, E., 2022. Psychological essentialism and the structure of concepts. Philosophy Compass, 17(5), e12823.
Nunnally, J.C., 1978. Psychometric theory. New York: McGraw-Hill, 678-685.
Olafsen, A.H., and Frølund, C.W., 2018. Challenge accepted! Distinguishing between challenge-and hindrance demands. Journal of Managerial Psychology, 33(4/5), 345-357.
Opengart, R., 2005. Emotional intelligence and emotion work: Examining constructs from an interdisciplinary framework. Human Resource Development Review, 4(1), 49-62.
Oram, R., Dou, A., and Rogers, M., 2022. Pilot study of self-determination theory and motivational interviewing intervention targeting need satisfaction, motivation, and procrastination. Scholarship of Teaching and Learning In Psychology, 1-12.
Organ, D.W., 1997. Organizational citizenship behavior: It's construct clean-up time. Human Performance, 10(2), 85-97.
Park, S., Hahn, S., Lee, T., and Jun, M., 2018. Two factor model of consumer satisfaction: International tourism research. Tourism Management, 67, 82-88.
Pavey, L., Greitemeyer, T., and Sparks, P., 2011. Highlighting relatedness promotes prosocial motives and behavior. Personality and Social Psychology Bulletin, 37(7), 905-917.
Pawirosumarto, S., Sarjana, P.K., and Muchtar, M., 2017b. Factors affecting employee performance of PT. Kiyokuni Indonesia. International Journal of Law and Management, 59(4), 602-614.
Pelled, L.H., Cummings, T.G., and Kizilos, M.A., 2000. The influence of organizational demography on customer-oriented prosocial behavior: An exploratory investigation. Journal of Business Research, 47(3), 209-216.
Peccei, R., and Rosenthal, P., 2001. Delivering customer‐oriented behaviour through empowerment: An empirical test of HRM assumptions. Journal of Management Studies, 38(6), 831-857.
Pinder, C.C., 2014. Work motivation in organizational behavior. Psychology Press.
Pohle, A., Villani, E., and Grimaldi, R., 2022. Personnel motivation in knowledge transfer offices: The role of university-level and organizational-level antecedents. Technological Forecasting and Social Change, 181, 121765.
Podsakoff, P.M., MacKenzie, S.B., Paine, J.B., and 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.
Posdakoff, P.M., and MacKenzie, S.B., 1994. Organizational citizenship behaviors and sales unit effectiveness. Journal of Marketing Research, 31(3), 351-363.
Pugh, S.D., 2001. Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1027.
Ramachandran, Y., Jordan, P.J., Troth, A.C., and Lawrence, S.A., 2011. Emotional intelligence, emotional labour and organisational citizenship behaviour in service environments. International Journal of Work Organization and Emotion, 4(2), 136-157.
Raub, S., and Liao, H., 2012. Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651-667.
Reeve, J., and Deci, E.L., 1996. Elements of the competitive situation that affect intrinsic motivation. Personality and Social Psychology Bulletin, 22(1), 24-33.
Richardson, J.A., 2020. Contact Employee Contextual Job Performance: The Relationships between Self-Leadership, Customer-Oriented Extra-Role Work, and Service Climate (Doctoral dissertation, The Chicago School of Professional Psychology).
Rogers, C. R.,1957. A note on the “nature of man.” Journal of Counseling Psychology, 4(3), 199-203.
Rotundo, M., and Sackett, P.R., 2002. The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance. Journal of Applied Psychology, 87(1), 66-80.
Ryan, R.M., and Connell, J.P., 1989. Perceived locus of causality and internalization: examining reasons for acting in two domains. Journal of Personality and Social Psychology, 57(5), 749-761.
Ryan, R.M., 1993. Autonomy, and the Self in Psychological Development. Developmental Perspectives On Motivation, 40, 1-56.
Ryan, R.M., and Deci, E.L., 2000a. The darker and brighter sides of human existence: Basic psychological needs as a unifying concept. Psychological Inquiry, 11(4), 319-338.
Ryan, R.M., and Deci, E.L., 2000b. Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55(1), 68-78.
Ryan, R.M., and Deci, E.L., 2006. Self‐regulation and the problem of human autonomy: Does psychology need choice, self‐determination, and will? Journal of Personality, 74(6), 1557-1586.
Ryan, R.M., and Deci, E.L., 2019. Self-Determination Theory: Basic Psychological Needs in Motivation, Development, and Wellness. Sociologický časopis/Czech Sociological Review, 55(3), 239-271.
Ryan, R.M., and Deci, E.L., 2020. Intrinsic and extrinsic motivation from a self-determination theory perspective: Definitions, theory, practices, and future directions. Contemporary Educational Psychology, 61, 101860.
Ryan, R.M., Deci, E.L., Vansteenkiste, M., and Soenens, B., 2021. Building a science of motivated persons: Self-determination theory’s empirical approach to human experience and the regulation of behavior. Motivation Science, 7(2), 97-110.
Saxe, R., and Weitz, B.A., 1982. The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19(3), 343-351.
Salamon, S.D., and Deutsch, Y., 2006. OCB as a handicap: An evolutionary psychological perspective. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 27(2), 185-199.
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.
Santos, A., Mustafa, M.J., and Gwi, T.C., 2015. Trait emotional intelligence, emotional labour, and burnout among Malaysian HR professionals. Management Research Review, 38(1), 67-88.
Scott Rigby, C., Deci, E.L., Patrick, B.C., and Ryan, R.M., 1992. Beyond the intrinsic-extrinsic dichotomy: Self-determination in motivation and learning. Motivation and Emotion, 16(3), 165-185.
Scott, Rigby, C., and Ryan, R.M., 2018. Self-determination theory in human resource development: New directions and practical considerations. Advances In Developing Human Resources, 20(2), 133-147.
Seligman, M.E., Steen, T.A., Park, N., and Peterson, C., 2005. Positive psychology progress: empirical validation of interventions. American Psychologist, 60(5), 410-421.
Semmer, N.K., Jacobshagen, N., Meier, L.L., Elfering, A., Beehr, T.A., Kälin, W., and Tschan, F., 2015. Illegitimate tasks as a source of work stress. Work & Stress, 29(1), 32-56.
Shao, R., and Skarlicki, D.P., 2014. Service employees’ reactions to mistreatment by customers: A comparison between North America and East Asia. Personnel Psychology, 67(1), 23-59.
Shmailan, A.S.B., 2016. The relationship between job satisfaction, job performance and employee engagement: An explorative study. Issues in Business Management and Economics, 4(1), 1-8.
Singh, R., and Venugopal, P., 2015. The impact of salesperson customer orientation on sales performance via mediating mechanism. Journal of Business and Industrial Marketing, 30(5), 594-607.
Slemp, G.R., Kern, M.L., Patrick, K.J., and Ryan, R.M., 2018. Leader autonomy support in the workplace: A meta-analytic review. Motivation and Emotion, 42(5), 706-724.
Slemp, G.R., Field, J.G., and Cho, A.S., 2020. A meta-analysis of autonomous and controlled forms of teacher motivation. Journal of Vocational Behavior, 121, 103459.
Sliter, M., Chen, Y., Withrow, S., and Sliter, K., 2013. Older and (emotionally) smarter? Emotional intelligence as a mediator in the relationship between age and emotional labor strategies in service employees. Experimental Aging Research, 39(4), 466-479.
Smith, M.R., Rasmussen, J.L., Mills, M. J., Wefald, A.J., and Downey, R.G., 2012. Stress and performance: Do service orientation and emotional energy moderate the relationship? Journal of Occupational Health Psychology, 17(1), 116-128.
Song, G., and Liu, H., 2010. Customer-related social stressors and emotional exhaustion: the mediating role of surface and deep acting. Social Behavior and Personality, 38(10), 1359-1366.
Srivastava, S., and Gupta, P., 2022 . Workplace spirituality as panacea for waning well-being during the pandemic crisis: A SDT perspective. Journal of Hospitality and Tourism Management, 50, 375-388.
Stock, R.M., and Hoyer, W.D., 2005. An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 536-552.
Susskind, A.M., Kacmar, K.M., and 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.
Suswati, E., 2021. Work Placement Affects Employee Performance through Work Motivation. Journal of Applied Management, 19(2), 394-403.
Szczygiel, D.D., and Bazińska, R.A., 2021. Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model. Frontiers In Psychology, 11, 506085.
Teixeira, D.S., Monteiro, D., Carraça, E., and Palmeira, A.L., 2018. Translation and validation of the perceived locus of causality questionnaire (PLOCQ) in a sample of portuguese physical education students. Motriz: Revista de Educação Física, 24.
Torraco, R.J., 2005. Work design theory: A review and critique with implications for human resource development. Human Resource Development Quarterly, 16(1), 85-109.
Tsai, W.C., 2001. Determinants and consequences of employee displayed positive emotions. Journal of Management, 27, 497-512.
Utin, N.H., and Yosepha, S.Y., 2019. The model of employee performance. International Review of Management and Marketing, 9(3), 69-73.
Valås, H., and Søvik, N., 1994. Variables affecting students' intrinsic motivation for school mathematics: Two empirical studies based on Deci and Ryan's theory on motivation. Learning and Instruction, 3(4), 281-298.
Vallerand, R.J., 2000. Deci and Ryan’s self-determination theory: A view from the hierarchical model of intrinsic and extrinsic motivation. Psychological Inquiry, 11(4), 312-318.
Vansteenkiste, M., Duriez, B., Simons, J., and Soenens, B., 2006. Materialistic values and Well‐Being among business students: further evidence of their detrimental effect. Journal of Applied Social Psychology, 36(12), 2892-2908.
Van den Broeck, A., Vansteenkiste, M., and De Witte, H., 2008. Self-determination theory: A theoretical and empirical overview in occupational health psychology. Occupational health psychology: European Perspectives On Research, Education, and Practice, 63-88.
Van den Broeck, A., Vansteenkiste, M., De Witte, H., Soenens, B., and Lens, W., 2011. Capturing autonomy, competence, and relatedness at work: Construction and initial validation of the Work‐related Basic Need Satisfaction scale. Journal of Occupational and Organizational Psychology, 83(4), 981-1002.
Van den Broeck, A., Ferris, D.L., Chang, C.H., and Rose, C.C., 2016. A review of self-determination theory’s basic psychological needs at work. Journal of Management, 42(5), 1195-1229.
van Dierendonck, D., Stam, D., Boersma, P., de Windt, N., and Alkema, J., 2014. Same difference? Exploring the differential mechanisms linking servant leadership and transformational leadership to follower outcomes. The Leadership Quarterly, 25(3), 544-562.
Vargo, S.L., and Lusch, R.F., 2004. Evolving to a new dominant logic for marketing. Journal of Marketing, 68 (1), 1-17.
Vargo, S.L., and Lusch, R.F., 2010. From repeat patronage to value co-creation in service ecosystems: A transcending conceptualization of relationship. Journal of Business Marketing Management, 4 (4), 169-179.
Vasconcellos, D., Parker, P.D., Hilland, T., Cinelli, R., Owen, K.B., Kapsal, N., ... and Lonsdale, C., 2020. Self-determination theory applied to physical education: A systematic review and meta-analysis. Journal of Educational Psychology, 112(7), 1444-1469.
Vigoda‐Gadot, E.R.A.N., 2006. Compulsory citizenship behavior: Theorizing some dark sides of the good soldier syndrome in organizations. Journal for the Theory of Social Behaviour, 36(1), 77-93.
Vigoda-Gadot, E., 2007. Redrawing the boundaries of OCB? An empirical examination of compulsory extra-role behavior in the workplace. Journal of Business and Psychology, 21(3), 377-405.
Viswesvaran, C., and Ones, D.S., 2000. Perspectives on models of job performance. International Journal of Selection and Assessment, 8(4), 216-226.
Vratskikh, I., Masadeh, R., Al-Lozi, M., and Maqableh, M., 2016. The impact of emotional intelligence on job performance via the mediating role of job satisfaction. International Journal of Business and Management, 11(2), 1-69.
Wang, G., and Netemyer, R.G., 2002. The effects of job autonomy, customer demandingness, and trait competitiveness on salesperson learning, self-efficacy, and performance. Journal of the Academy of Marketing Science, 30(3), 217-228.
Wang, G., Seibert, S.E., and Boles, T.L., 2011. Synthesizing what we know and looking ahead: A meta-analytical review of 30 years of emotional labor research. What have we learned? Ten years on (Research on Emotion in Organizations), Emerald Group Publishing Limited, Bingley, 7, 15-43.
Wang, M.L., and Chang, S.C., 2016. The impact of job involvement on emotional labor to customer-oriented behavior: an empirical study of hospital nurses. Journal of Nursing Research, 24(2), 153-162.
Wang, C.J., 2020. Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management, 88, 102396.
Walsh, G., and Bartikowski, B., 2013. Employee emotional labor and quitting intentions: Moderating effects of gender and age. European Journal of Marketing, 47(8), 1213-1237.
Wegge, J., Vogt, J., and Wecking, C., 2007. Customer-induced stress in call centre work: a comparison of audio- and videoconference. Journal of Occupational and Organizational Psychology, 80 (4), 693–712.
Wen, J., Huang, S.S., and Hou, P., 2019. Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81, 120-130.
Whelan, S., Davies, G., Walsh, M., and Bourke, R., 2010. Public sector corporate branding and customer orientation. Journal of Business Research, 63(11), 1164-1171.
Widianto, S., and Wilderom, C.P., 2021. Follower psychological need satisfaction as a mediator between leader and follower use of emotions and follower job performance. Journal of Asia Business Studies, 16(1), 121-136.
Williams, L.J., and 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.
Wikansari, R., Ausat, A.M.A., Gadzali, S.S., Suherlan, S., and Azzaakiyyah, H.K., 2023. Understanding the meaning of well-being in the perspective of psychological science: a literature review. Community Development Journal: Jurnal Pengabdian Masyarakat, 4(1), 702-707.
Wong, C.S., and Law, K.S., 2002. The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The Leadership Quarterly,13(3), 243-274.
Wong, C.S., Law, K.S., and Wong, P.M., 2004. Development and validation of a forced choice emotional intelligence measure for Chinese respondents in Hong Kong. Asia Pacific Journal of Management, 21, 535-559.
Wong, J.Y., and Wang, C.H., 2009. Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249-259.
Wu, L.Z., Tse, E.C.Y., Fu, P., Kwan, H.K., and Liu, J., 2013. The impact of servant leadership on hotel employees’ “servant behavior”. Cornell Hospitality Quarterly, 54(4), 383-395.
Wu, X., and Shie, A.J., 2017. The relationship between customer orientation, emotional labour and job burnout. Journal of Chinese Human Resource Management, 8(2), 54-76.
Wu, X., Shie, A.J., and Gordon, D., 2017. Impact of customer orientation on turnover intention: Mediating role of emotional labour. International Journal of Organizational Analysis, 25(5), 909-927.
Xu, S.T., Cao, Z.C., and Huo, Y., 2020. Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis. Tourism Management, 79, 104099.
Yam, K.C., Fehr, R., Keng-Highberger, F.T., Klotz, A.C., and Reynolds, S.J., 2016. Out of control: A self-control perspective on the link between surface acting and abusive supervision. Journal of Applied Psychology, 101(2), 292-301.
Yang, C., Chen, Y., and Zhao, X., 2019. Emotional labor: scale development and validation in the Chinese context. Frontiers In Psychology, 10, 2095.
Yang, C., and Chen, A., 2021. Emotional labor: A comprehensive literature review. Human Systems Management, 40(4), 479-501.
Yang, J., Huang, Y., and Zhou, S., 2021. Emotional labor directed at leaders: The differential effects of surface and deep acting on LMX. The International Journal of Human Resource Management, 32(9), 2070-2089.
Yoo, J.J., and Arnold, T.J., 2014. Customer orientation, engagement, and developing positive emotional labor. The Service Industries Journal, 34(16), 1272-1288.
Zablah, A.R., Franke, G.R., Brown, T.J., and 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.
Zayed, K.N., Omara, E.N., Al-Rawahi, N.Y., Al-Shamli, A.K., Al-Atiyah, A.A., Al-Haramleh, A.A., ... and Hassan, M.A., 2021. Psychometric properties of the Arabic version of the Basic Psychological Needs Satisfaction-Frustration Scale (BPNSFS). BMC Psychology, 9(1), 1-11.
Zeithaml, V.A., 2013. Services marketing: Integrating customer focus across the firm.
Zhou, J., and Tang, Y., 2019. The effect of organizational socialization on contextual performance in new civil servants: The mediating role of leader-member exchange. Advances in Social Science, 8(10), 1726-1732.
Ziggers, G.W., and Henseler, J., 2016. The reinforcing effect of a firm’s customer orientation and supply-base orientation on performance. Industrial marketing management, 52, 18-26.
Zoghbi-Manrique-de-Lara, P., and Ting-Ding, J.M., 2017. Task and contextual performance as reactions of hotel staff to labor outsourcing: The role of procedural justice. Journal of Hospitality and Tourism Management, 33, 51-61.

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE