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題名: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
書刊名:管理學報
作者:吳宗祐 引用關係鄭伯壎 引用關係
作者(外文):Wu, Tsung-yuCheng, Bor-shiuan
出版日期:2006
卷期:23:5
頁次:頁581-599
主題關鍵詞:情緒勞動情緒耗竭自我監控資源保存理論Emotional laborEmotional exhaustionSelf-monitoringConservation of resources theory
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(49) 博士論文(7) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:44
  • 共同引用共同引用:0
  • 點閱點閱:103
期刊論文
1.Brotheridge, C. M.、Lee, R. T.(2002)。Test a Conservation of Resources Model of the Dynamics of Emotional Labor。Journal of Occupational Health Psychology,7(1),57-67。  new window
2.Kuo, C. C.、Tsaur, C. C.(2004)。Locus of Control, Supervisory Support and Unsafe Behavior: The Case of Construction Industry in Taiwan。Chinese Journal of Psychology,46(4),293-303。  new window
3.Siegler, D. M.、Siegler, R. S.(1976)。Stereotypes of Males' and Females' Speech。Psychological Reports,39(1),167-170。  new window
4.McAuley, E.、Duncan, T. E.、Russell, D. W.(1992)。Measuring Causal Attributions: the Revised Causal Dimension Scale (CDSII)。Personality and Social Psychology Bulletin,18,566-573。  new window
5.Maslach, C.、Jackson, S. E.(1984)。Patterns of burnout among a national sample of public contact workers。Journal of Health Human Resources Administration,7(2),189-212。  new window
6.Maslach, C.(1978)。The client role in staff burnout。Journal of Social Issues,34(4),111-124。  new window
7.Lazarus, R. S.(1993)。From psychological stress to the emotions: A history of changing outlooks。Annual Review of Psychology,44(1),1-22。  new window
8.Baumgartel, H.、Jeanpierre, F.(1972)。Applying New Knowledge in the Back-Home Setting: A Study of Indian Managers' Adoptive Efforts。Journal of Applied Behavioral Science,8(6),674-694。  new window
9.Corcoran, K. J.、Bryce, A. K.(1983)。Intervention in the Experience of Burnout: Effects of Skill Development。Journal of Social Service Research,7,71-79。  new window
10.Crampton, S.、Wagner, J.(1994)。Percept-Percept Inflation in Microorganizational Research: An Investigation Citizenship Behavior。Journal of Applied Social Psychology,79,67-76。  new window
11.Hobfoll, S. E.(1989)。Conservations of Resources: A New Attempt at Conceptualizing Stress。American Psychologist,44(3),513-524。  new window
12.Lin, Shang-ping、Chen, Tun-sheng(1997)。A Study of the Relationship between Self-Monitoring and Outcomes of Organizational Behavior by Using Emotional Labor Categories。Journal of Human Resources Development,7,49-66。  new window
13.Lin, Shang-ping、Chang, Hsiao-yu(1996)。A Study of the Relationships between Emotional Labor and Human Resources Management Practices in Airline Service Industry。Journal of Yulin Institute of Technology,5(2),65-72。  new window
14.Lin, Shang-ping、Chang, Hsiao-yu(2002)。A Study of the Relationships among Emotional Labor Outcomes of Working Behavior and Expectation of Human Resource Management Practices。Journal of Science and Technology,11(2),205-218。  new window
15.Lewinsohn, P. M.、Mermelstein, R. M.、Alexander, C.、MacPhillamy, D. J.(1985)。The Unpleasant Events Schedule: A Scale for the Measurement of Aversive Events。Journal of Clinical Psychology,41(4),483-498。  new window
16.Mill, J.(1984)。High and Low Self-Monitoring Individuals: Their Decoding Skills and Empathic Expression。Journal of Personality,52(4),372-388。  new window
17.Simpson, P.、Lenior, D.(2003)。Win Some, Lose Some: Women's Status in the Field of Human Resources in the 1990s。Women in Management Review,18(4),191-198。  new window
18.Torkzadeh, R.、Pflughoeft, K.、Hall, L.(1999)。Computer Self-Efficacy, Training Effectiveness and User Attitudes: An Empirical Study。Behaviour and Information Technology,18(4),299-309。  new window
19.Abraham, Rebecca(1998)。Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators。Genetic, Social, and General Psychology Monographs,124(2),229-246。  new window
20.Caldwell, D. F.、O'Reilly, C. A.(1982)。Boundary spanning and individual performance:The impact of self-monitoring。Journal of Applied Psychology,67(1),124-127。  new window
21.Chao, G. T.、O'Leary-Kelly, A. M.、Wolf, S.、Klein, H. J.、Gardner, P. D.(1994)。Organizational socialization: Its content and consequences。Journal of Applied Psychology,79(5),730-743。  new window
22.Digman, John M.(1990)。Personality structure: emergence of the five-factor model。Annual Review of Psychology,41(1),417-440。  new window
23.Gangestad, S. W.、Snyder, M.(2000)。Self-monitoring: Appraisal and Reappraisal。Psychological Bulletin,126(4),530-555。  new window
24.Gibson, C. B.(2001)。Me and us: differential relationships among goal setting training, efficacy and effectiveness at the individual and team level。Journal of Organizational Behavior,22(7),789-808。  new window
25.Grandey, A. A.、Dickter, D. N.、Sin, H. P.(2004)。The customer is not always right: Customer aggression and emotion regulation of service employees。Journal of Organizational Behavior,25(3),397-418。  new window
26.Judge, Timothy A.、Erez, Amir、Bono, Joyce E.、Thoresen, Carl J.(2003)。The Core Self-Evaluations Scale: Development of a Measure。Personnel Psychology,56(2),303-331。  new window
27.Lee, R. T.、Ashforth, B. E.(1996)。A Meta-analytic Examination of Correlates of the Three Dimension of Job Burnout。Journal of Applied Psychology,81(2),123-133。  new window
28.Leidner, R.(1991)。Serving hamburgers and selling insurance。Gender and Society,5(2),154-177。  new window
29.Lennox, R. D.、Wolfe, R. N.(1984)。Revision of the self-monitoring scale。Journal of Personality and Social Psychology,46(6),1349-1364。  new window
30.Maslach, C.、Jackson, S. E.(1985)。The role of sex and family variables in burnout。Sex Roles,12(7/8),837-851。  new window
31.Meyerson, D. E.(1990)。Uncovering socially undesirable emotions: Experiences of ambiguity in organization。American Behavioral Scientist,33(3),296-307。  new window
32.Pugh, S. D.(2001)。Service with a smile: Emotional contagion in the service encounter。Academy of Management Journal,44(5),1018-1027。  new window
33.Rafaeli, A.、Sutton, R. I.(1987)。Expression of Emotion as Part of th Work Role。Academy of Management Review,12(1),23-37。  new window
34.Sarason, I. G.、Johnson, J. H.、Siegel, J. M.(1978)。Assessing the impact of life changes: Development of the life experiences survey。Journal of Consulting and Clinical Psychology,46(5),932-946。  new window
35.Tolich, M. B.(1993)。Alienating and liberating emotions at work。Journal of Contemporary Ethnography,22(3),361-381。  new window
36.Tracy, S. J.(2000)。Becoming character for commerce: Emotional labor, self-subordination, and discursive construction of identity in a total institution。Management Communication Quarterly,14(1),90-128。  new window
37.Watson, D.、Clark, L. A.、Tellegen, A.(1988)。Development and validation of brief measurement of positive and negative affect: The PANAS scale。Journal of Personality and Social Psychology,54(6),1063-1070。  new window
38.Wharton, A. S.(1993)。The Affective Consequences of Services Work。Work and Occupations,20(2),205-232。  new window
39.Peng, T. K.、Kao, Y. T.、Lin, C. C.(2006)。Common method variance in management research: Its nature, effects, detection, and remedies。Journal of Management,23(1),77-98。  new window
40.Snyder, M.(1974)。Self-monitoring of expressive behavior。Journal of Personality and Social Psychology,30(4),526-537。  new window
41.Kilpatrick, A. O.(1989)。Burnout correlates and validity of research designs in a large panel of studies。Journal of Health and Human Resources Administration,12(1),25-45。  new window
42.Cordes, C. L.、Dougherty, T. W.(1993)。A Review and Integration of Resource on Job Burnout。Academy of Management Review,18(4),621-656。  new window
43.James, L. R.、Brett, J. M.(1984)。Mediators, moderators, and tests for mediation。Journal of Applied Psychology,69(2),307-321。  new window
44.Yanay, N.、Shahar, G.(1998)。Professional feelings as emotional labor。Journal of Contemporary Ethnography,27(3),346-373。  new window
45.Grandey, Alicia A.(2000)。Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor。Journal of Occupational Health Psychology,5(1),95-110。  new window
46.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review,18(1),88-115。  new window
47.Bailey, J. J.、McCollough, M. A.(2000)。Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences。Journal of Professional Services Marketing,20(2),51-72。  new window
48.Brotheridge, Céleste M.、Grandey, Alicia A.(2002)。Emotional Labor and Burnout: Comparing Two Perspectives of "People Work"。Journal of Vocational Behavior,60(1),17-39。  new window
49.Morris, J. Andrew、Feldman, Daniel C.(1997)。Managing emotions in the workplace。Journal of Managerial Issues,9(3),257-274。  new window
50.Schaubroeck, John、Jones, James R.(2000)。Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms。Journal of Organizational Behavior,21(2),163-183。  new window
51.Wharton, C. S.(1996)。Making people feel good: Workers' constructions of meaning in interactive service jobs。Qualitative Sociology,19(2),217-233。  new window
52.Anderson, M. B. G.、Iwanicki, E. F.(1984)。Teacher motivation and its relationship to burnout。Educational Administration Quarterly,20(2),109-132。  new window
53.Wright, Thomas A.、Cropanzano, Russell(1998)。Emotional exhaustion as a predictor of job performance and voluntary turnover。Journal of Applied Psychology,83(3),486-493。  new window
54.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review,21(4),986-1010。  new window
55.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
56.Bandura, Albert(1977)。Self-efficacy: Toward a unifying theory of behavioral change。Psychological Review,84(2),191-215。  new window
57.Zapf, Dieter(2002)。Emotion work and psychological well-being: A review of the literature and some conceptual considerations。Human Resource Management Review,12(2),237-268。  new window
58.Diefendorff, James M.、Croyle, Meredith H.、Gosserand, Robin H.(2005)。The dimensionality and antecedents of emotional labor strategies。Journal of Vocational Behavior,66(2),339-357。  new window
59.Maslach, Christina、Schaufeli, Wilmar B.、Leiter, Michael P.(2001)。Job Burnout。Annual Review of Psychology,52(1),397-422。  new window
60.Pierce, Jon L.、Gardner, Donald G.、Cummings, Larry L.、Dunham, Randall B.(1989)。Organization-based self-esteem: Construct definition, measurement, and validation。The Academy of Management Journal,32(3),622-648。  new window
61.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan 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。  new window
62.Demerouti, E.、Bakker, A. B.、Nachreiner, F.、Schaufeli, W. B.(2001)。The job demands-resources model of burnout。Journal of Applied Psychology,86(3),499-512。  new window
63.Wysocki, J.、Chemers, M. M.、Rhodewalt, F.(1987)。Situational Demand and Self-Reports of Stress and Illness: The Moderating Influence of Self-Monitoring。Basic and Applied Social Psychology,8(3),249-258。  new window
64.Kline, J. B.、Sulsky, L. M.、Rever-Moriyama, S. D.(2000)。Common Method Varience and Specification Errors: A Practical Approach to Detection。The Journal of Psychology,134(4),401-421。  new window
學位論文
1.Chen, Hsiu-ching(2000)。Stress and Mental Health and Burnout:An Examination of Person- Environment Fit in the Work Domains(碩士論文)。National Chengchi University,Taipei, Taiwan。  new window
2.Kao, Chian-Ling(2001)。The Study on Bank Tellers' Emotional Work Load, Influential Factors and Consequences(碩士論文)。National Chung Cheng University,Chia-Yi。  new window
3.Sheu, Sheau(1995)。A Study on the Relationship Among Personal Characteristics, Job Stress and Burnout of Nurses in Psychiatric Acute Wards(碩士論文)。National Taiwan University,Taipei。  new window
4.Adelmann, P. K.(1989)。Emotional labor and employee well-being(博士論文)。University of Michigan,Ann Arbor, MI。  new window
圖書
1.Snyder, M.(1987)。Public Appearance/public Realities: The Psychology of Self-Monitoring。New York:Freeman。  new window
2.Hobfoll, Steven E.(1998)。Stress, Culture, and Community: The Psychology and Philosophy of Stress。Plenum Press。  new window
3.Maslach, C.、Jackson, S. E.(1986)。The Maslach Burnout Inventory Manual。Palo Alto, CA:Consulting Psychologists Press。  new window
4.Maslach, Christina(1982)。Burnout: the Cost of caring。Prentice-Hall, Inc.。  new window
5.Hatfield, Elaine、Cacioppo, John T.、Rapson, R. L.(1994)。Emotional contagion。New York, NY:Cambridge University Press。  new window
6.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
7.Lazarus, Richard S.、Folkman, Susan(1984)。Stress, appraisal, and coping。Springer Publishing Company。  new window
8.Lewin, Kurt、Cartwright, Dorwin(1951)。Field theory in social science: Selected theoretical papers。Harper & Row。  new window
9.Dessler, G.(2003)。Human Resource Management。Englewood Cliffs, NJ:Prentice-Hall。  new window
圖書論文
1.Ashforth, B. E.、Tomiuk, M. A.(2000)。Emotional labour and authenticity. Views from service agents。Emotion in organizations。London:Sage。  new window
2.Burke, R. J.、Richardsen, A. M.(2001)。Psychological Burnout in Organizations: Research and Intervention。Handbook of Organizational Behavior。New York, NY:Marcel Dekker。  new window
3.Hochschild, A. R.(1993)。[Emotion in organization] Preface。Emotion in organization。London:Sage。  new window
4.Shirom, A.(1989)。Burnout in work organizations。International Review of Indus trial and Organizational Psychology。New York:Chichester, UK:Wiley。  new window
5.Van Maanen, J.、Kunda, G.(1989)。Real Feelings: Emotional expression and organizational culture。Research in Organizational Behavior。Greenwich, CT:JAI Press。  new window
6.Hobfoll, S. E.、Shirom, A.(2001)。Conservation of resources theory: Applications to stress and management in the workplace。Handbook of organizational behavior。Marcel Dekker。  new window
 
 
 
 
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