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題名：蠻橫顧客行為和服務人員工作壓力之關係研究
書刊名：玄奘管理學報
作者：顏昌華 引用關係／鄭瑞昌 引用關係／羅國軒
作者(外文)：Yen, Chang-hua／Cheng, Jui-chang／Lo, Kuo-hsuan
出版日期：2010
卷期：7:1
頁次：頁193-216
主題關鍵詞：服務管理；工作壓力；蠻橫顧客；Service management；Jaycustomers；Job stress
原始連結：連回原系統網址new window
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  • 點閱點閱:168
期刊論文
1.Chase, R. B.(1978)。Where does a customer fit in a service operation?。Harvard Business Review，56(6)，137-142。  new window
2.Schneider, B.(1980)。The service organization: Climate is crucial。Organizational Dynamics，9(2)，52-65。  new window
3.Steers, Richard M.(1988)。Work and stress introduction to organizational behavior。Human performance，32(2)，160-177。  new window
4.Strutton, D.、Vitell, S. J.、Pelton, L. E.(1994)。How consumers may justify inappropriate behavior in market settings: An application on the techniques of neutralization。Journal of Business Research，30(3)，253-260。  new window
5.Van Sell, M.、Brief, A. P.、Schuler, R. S.(1981)。Role conflict and role ambiguity: Integration of the literature and directions for future research。Human Relations，34(1)，43-71。  new window
6.Ross, L. E.、Boles, J. S.(1994)。Exploring the influence of workplace relationships on work-related attitudes and behaviors in the hospitality work environment。International Journal of Hospitality Management，13(2)，155-171。  new window
7.Edwards, J. R.(1992)。A cybernetic theory of stress, coping, and well-being in organizations。Academy of Management Review，17(2)，238-274。  new window
8.Chisholm, R.F.、Kasl, S. V.、B. Eskenazi(1983)。The Nature and Predictors of Job Related Tension in a Crisis Situation: Reactions of Nuclear Work to the Three Miles Island Accident。Academy of Management Journal，26(3)，385-405。  new window
9.Carmeli, A.(2005)。Exploring Determinants of Job Involvement: An Empirical Test among Senior Executives。International Journal of Manpower，26(5)，457-473。  new window
10.Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing，60(4)，52-70。  new window
11.Singh, Jagdip、Goolsby, Jerry R.、Rhoads, Gary K.(1994)。Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives。Journal of Marketing Research，31(4)，558-569。  new window
12.Beehr, T. A.、Newman, J. E.(1978)。Job Stress, Employee Health and Organizational Effectiveness: A Factor Analysis, Model and Literature Review。Personnel Psychology，31(4)，665-699。  new window
13.Kim, Hyun Jeong(2008)。Hotel Service Providers' Emotional Labor: The Antecedents and Effects on Burnout。International Journal of Hospitality Management，27(2)，151-161。  new window
14.Johnson, J. H.、Sarason, I. G.(1978)。Life stress, depression and anxiety: internal-external control as a moderator variable。Journal of Psychosomatic Research，22，205-208。  new window
15.Parker, Donald F.、DeCotiis, Thomas A.(1983)。Organizational Determinants of Stress。Organizational Behavior and Human Performance，32(2)，160-177。  new window
16.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
17.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
18.Pugliesi, K.(1999)。The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being。Motivation and Emotion，23(2)，125-154。  new window
19.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
20.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
21.Chen, P. Y.、Spector, P. E.(1991)。Negative affectivity as the underlying cause of correlations between stressors and strains。Journal of Applied Psychology，76(3)，398-407。  new window
22.Fullerton, R. A.、G. Punj(1997)。Can Consumer Misbehavior be Controlled? A critical Analysis of Two Major Control Techmques。Advances in Consumer Research，24，340-344。  new window
23.Erkutlu, H.V.、J. Chafra(2006)。Relationship between Leadership Power Bases and Job Stress of Subordinates: Example from Boutique Hotels。Management Research News，29(5)，285-297。  new window
24.Fullerton, R. A.、G. Punj(2004)。Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior。Journal of Business Research，57，1239-1249。  new window
25.Huefner, J.C.、H.K. Hunt(2000)。Consumer Retaliation as a Response to Dissatisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，13，6-82。  new window
26.McGrath, H.、A. Goulding(1996)。Part of the Job: Violence in Public Libraries。New Library World，97(1127)，4-13。  new window
27.Mills, M.K.、T.V. Bonoma(1979)。Deviant Consumer Behavior: A Different View。Advances in Consumer Research，6，347-352。  new window
28.Moschis, G. P.、Cox, D.(1989)。Deviant Consumer Behavior。Advances in Consumer Research，16(1)，732-737。  new window
29.Parkington, J.J.、B. Schneider(1979)。Some Correlates of Experienced Job Stress: A Boundary Role Study。Academy of Management Journal，22(2)，270-281。  new window
30.Reynolds, K.L.、L.C. Harris(2006)。Deviant Customer: An Exploration of Frontline Employee Tactics。Journal of Marketing Theory and Practice，14(2)，95-111。  new window
31.Rodwell, J.J.、Kienzie, R.、M.A. Shadur(1998)。The Relationship among Work-related Perceptions, Employee Attitude, and Employee Performance: The Integral Role of Communication。Human Resource Management，37(3/4)，277-293。  new window
32.Sailer, H. R.、Schlacter, J.、Edwards, M. R.(1982)。Stress: Causes, Consequences, and Coping Strategies。Personnel，59(4)，35-48。  new window
33.Fleming, R.(1984)。Toward on Integrative Approach to the Study of Stress。Journal of Personality and Social Psychology，46，939-949。  new window
34.Fullerton, R. A.、G. Punj(1993)。Choosing to Misbehavior: A Structural Model of Aberrant Consumer Behavior。Advances in Consumer Research，20，570-574。  new window
35.Godwin, B.、Patterson, P.G、L.W. Johnson(1999)。Consumer Coping Strategies with Dissatisfactory Service Encounters: A Preliminary investigation。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，12，45-154。  new window
36.Harris, L.C.、K.L. Reynolds(2003)。Consequences of Dysfunctional Customer Behavior。Journal of Service Research，6(2)，144-161。  new window
37.Harris, L.C.、Reynolds, K.L.(2004)。Jaycustomer Behavior: An Exploration of Types and Motives in the Hospitality Industry。Journal of Services Marketing，18(5)，339-357。  new window
38.Tonglet, M.(2001)。Consumer Misbehaviour: An Exploratory Study of Shoplifting。Jouma of Consumer Behavior，1(4)，336-54。  new window
39.Tubbs, D.W.(1993)。Karoushi: Stress-death and the Meaning of Work。Journal of Business Ethics，12(10)，869-877。  new window
40.Schuler, R.S.(1980)。Definition and Conceptualization of Stress and Organizations。Organizational Behavior and Human Performance，25(2)，184-215。  new window
41.Singh, J.(2000)。Performance Productivity and Quality of Frontline Employees in Service Organization。Journal of Marketing，64(2)，15-34。  new window
圖書
1.Lovelock, C. H.(2001)。Services marketing: People, technology, strategy。Prentice-Hall。  new window
2.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
3.Luthans, F.(1982)。Organizational Behavior。New York：McGraw-Hill。  new window
4.Ivancevich, J. M.、Matteson, Michael T.(1980)。Stress and Work: A Managerial Perspective。Scott Foresman & Company。  new window
5.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
7.Bowen, D. E.、Chase, R. B.、Cummings, T. G.、Associates(1990)。Service Management Effectiveness: Balancing Strategy, Organization and Human Resource, Operations, and Marketing。San Francisco：Jossey-Bass。  new window
其他
1.Zemke, R.，K. Anderson(1990)。Customers from Hell。  new window
圖書論文
1.Adelmann, P. K.(1995)。Emotional Labor as a Potential Source of Job Stress。Organizational Risk Factors for Job Stress。Easton, MD：Easton Publishing。  new window
2.Bowen, D. E.、Schneider, B.(1988)。Service marketing and management: implications for organizational behavior。Research in organizational behavior。Greenwich：JAI Press。  new window
 
 
 
 
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