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題名：員工情緒表達影響因素之研究--以鞋店銷售員為例
書刊名：管理評論
作者：蔡維奇 引用關係／黃櫻美
作者(外文)：Tsai, Wei-chi／Huang, Yin-mei
出版日期：2002
卷期：21:1
頁次：頁67-84
主題關鍵詞：情緒表達；前期購買意願；店內氣氛；Displayed emotions；Pre-purchase intentions；Store atmosphere
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(9) 博士論文(2) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:9
  • 共同引用共同引用:19
  • 點閱點閱:307
情緒表達(displayed emotions)意指員工在服務交易中表現出有益於組織的情緒之行動。過去研究指出招募甄選、社會化及獎懲等組織因素與員工情緒表達有關，本研究則著重於探討顧客前期購買意願及店內氣氛對員工情緒表達的影響。本研究以大台北地區154家鞋類用品店共300位鞋店銷售員及300位顧客為對象，使用觀察法蒐集顧客購買意願、店內氣氛及員工情緒表達的資料。研究結果發現，員工會藉由顧客的行為線索判斷其購買意願，並進而修正個人的情緒表達；當顧客購買意願愈高時，員工會有較親切友善的情緒表達。本研究亦發現，當店內氣氛愈好時，員工會表現愈親切友善的情緒。
Displayed emotions refer to the act of expressing organizationally desired emotions during service transactions. Past research indicated that recruitment, socialization, and reward system would affect employee displayed emotions. This study extends past research by proposing that customer pre-purchase intentions would influence employees' emotional displays. This study also examines the relationship between store atmosphere and employee displayed emotions. 300 shoe store sales clerks in Taipei areas and 300 customers who were served by one of those sales clerks participated in this study. Data was collected mainly by means of the observation method. Results suggested that sales clerks displayed more positive emotions toward customers who behaviorally exhibited higher pre-purchase intentions. The study also found that sales clerks displayed more positive emotions when the store atmosphere was more positive.
期刊論文
1.Wharton, A. S.、Erickson, R. J.(1993)。Managing emotions on the job at home: Understanding the consequences of multiple emotional roles。Academy of Management Review，18(3)，457-487。  new window
2.Rafaeli, A.、Sutton, R. I.(1989)。The Expression of Emotion in Organization Life。Research in Organizational Behavior，11，1-42。  new window
3.Sutton, R. I.、Rafaeli, A.(1988)。Untangling the relationship between display edemotions and organizational sales: The case of convenience stores。Academy of Management Journal，31(3)，461-487。  new window
4.Yoo, C.、Park, J.、MacInnis, D. J.(1998)。Effects of store characteristics and instore emotional experiences on store attitude。Journal of Business Research，42，253-263。  new window
5.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。  new window
6.Rafaeli, A.(1989)。When clerks meet customers: A test of variables related to emotional expressions on the job。Journal of Applied Psychology，74(3)，385-393。  new window
7.Sutton, R.(1991)。Maintaining norms about expressed emotions: The case of bill collectors。Administrative Science Quarterly，36(2)，245-268。  new window
8.Rafaeli, A.、Sutton, R. I.(1990)。Busy store and demanding customers: How do they affect the display of positive emotion?。Academy of Management Journal，33(3)，623-637。  new window
9.Brown, C. S.、Sulzer-Azaroff, B.(1994)。An assessment of the relationship between customer satisfaction and service friendliness。Journal of Organization Behavior Management，14(2)，55-75。  new window
10.Spies, K.、Hesse, F.、Loesche, K.(1997)。Store atmosphere, mood and purchasing behavior。International Journal of Research in Marketing，14(1)，1-17。  new window
11.Rafaeli, A.(1989)。When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers。Academy of Management Journal，32(2)，245-273。  new window
12.Barrick, M. R.、Stewart, G. L.、Neubert, M. J.、Mount, M. K.(1998)。Relating member ability and personality to work-team processes and team effectiveness。Journal of Applied Psychology，83(3)，377-391。  new window
13.Chang, Tung-Zong、Wildt, Albert R.(1994)。Price, product information, and purchase intention: an empirical study。Journal of the Academy of Marketing Science，22(1)，16-27。  new window
14.Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review，12(1)，23-37。  new window
15.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
16.Donovan, Robert J.、Rossiter, John R.(1982)。Store atmosphere: An environmental psychology approach。Journal of Retailing，58(1)，34-57。  new window
17.Shrout, P. E.、Fleiss, J. L.(1979)。Intraclass correlations: Uses in assessing rater reliability。Psychological Bulletin，86(2)，420-428。  new window
18.Goodsell, C. T.(1976)。Cross-cultural comparison of behavior of postal clerks towards clients。Administrative Science Quarterly，21，140-150。  new window
19.Donovan, R. J.、Rossiter, J. R.、Marcoolyn, G.、Nesdale, A.(1994)。Store atmosphere and purchase behavior。Journal of Retailing，70，283-294。  new window
20.Fisher, C. D.、Ashkanasy, N. M.(2000)。The Emerging Role of Emotions in Work Life: An Introduction。Journal of Organizational Behavior，21，123-129。  new window
21.Humphrey, R. H.、Ashforth, B. E.(1994)。Cognitive scripts and prototypes in service encounters。Advances in Services Marketing and Management，3，175-199。  new window
22.Locke, K.(1996)。A funny thing happened! The management of consumer emotions in service encounters。Organization Science，7(1)，40-59。  new window
23.Rosci, F.(1981)。Grin and sell it。Successful Meeting，June，106-107。  new window
研究報告
1.柯慧貞(1994)。親子關係、婦女孕產期憂鬱與焦慮、以及其下一代的追蹤研究第一年。沒有紀錄。  延伸查詢new window
2.柯慧貞(1995)。親子關係、婦女孕產期憂鬱與焦慮以及其下一代的追蹤研究（II）。沒有紀錄。  延伸查詢new window
學位論文
1.謝筱玫(1994)。事件屬性與事件焦點對情緒反應與因應方式影響之研究。  延伸查詢new window
2.方紫薇(1993)。國中教師氣憤情緖相關因素分析暨氣憤情緖管理策略成效之研究(博士論文)。國立臺灣師範大學，臺北市。new window  延伸查詢new window
3.彭文蓉(1995)。不同運動目標取向的成敗歸因及其對情緒反應的影響(碩士論文)。國立體育學院。  延伸查詢new window
圖書
1.Cohen, J.、Cohen, P.(1983)。Applied Multiple Regression/Correlation Analysis for Behavioral Sciences。Hillsdale, NJ。  new window
2.Goffman, Erving(1969)。Strategic Interaction。Philadelphia：University of Pennsylvania Press。  new window
3.Mars, G.、Nicod, M.(1984)。The world of waiters。George Allen and Unwin。  new window
4.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
5.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
6.Tesser, A.(1995)。Advanced Social Psychology。Advanced Social Psychology。New York, NY。  new window
圖書論文
1.Ekma, P.(1973)。Cross culture studies of facial expression。Darwin and facial expression: A century of research in review。New York：Academic Press。  new window
2.Rafaeli, Anat(1993)。Dress and behavior of customer contact employees: A framework for analysis。Advances in services marketing and management。JAI Press。  new window
3.Van Maanen, J.、Kunda, G.(1989)。Real Feelings: Emotional expression and organizational culture。Research in Organizational Behavior。Greenwich, CT：JAI Press。  new window
 
 
 
 
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