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題名:第一線服務人員幽默感、情緒勞動能力、自我效能與顧客關係品質之探討
書刊名:中華管理學報
作者:林耀南 引用關係朱志忠
作者(外文):Lin, YaonanChu, Chih-chung
出版日期:2011
卷期:12:3
頁次:頁1-20
主題關鍵詞:第一線服務人員幽默感情緒勞動能力自我效能顧客關係品質Frontline workerHumorEmotional labor abilitySelf-efficiencyCustomer relationship quality
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(6) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:6
  • 共同引用共同引用:148
  • 點閱點閱:95
期刊論文
1.Hallett, R. D.、Derks, P.(1998)。Humor theory and Rabelais。Humor: International Journal of Humor Research,11(2),135-160。  new window
2.陳映羽(20050300)。餐飲業員工之溝通滿意度與個人-工作契合程度對個人-組織契合度之影響研究。旅遊管理研究,5(1),55-75。new window  延伸查詢new window
3.Kuiper, N. A.、Martin, R. A.(1993)。Humor and self-concept。Humor: International Journal of Humor Research,6(3),251-270。  new window
4.Martin, Rod A.(2001)。Humor, Laughter, and Physical Health: Methodological Issues and Research Findings。Psychological Bulletin,127(4),504-519。  new window
5.Ruch, W.(1996)。Measurement approaches to sense of humor introduction and overview。Humor: International Journal of Humor Research,8(3),239-250。  new window
6.Kuiper, N. A.、Martin, R. A.、Dance, K. A.(1992)。Sense of humor and enhanced quality of life。Personality and Individual Differences,13(12),1273-1283。  new window
7.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
8.Lockwood, Andrew(1994)。Using Service Incidents to Identify Quality Improvement Points。International journal of contemporary hospitality management,6(1/2),75-80。  new window
9.Bandura, A.、Adams, N. E.、Hardy, A. B.、Howells, G. N.(1980)。Tests of the generality of self-efficacy theory。Cognitive Therapy and Research,4(1),39-66。  new window
10.林耀南(20100800)。餐飲第一線服務人員幽默感量表之建構與發展。觀光休閒學報,16(2),139-164。new window  延伸查詢new window
11.Lagace, R. R.、Dahlstrom, R.、Gassenheimer, J. B.(1991)。The relevance of ethical salesperson behavior on relationship quality: the pharmaceutical industry。Journal of Personal Selling and Sale Management,11(4),39-47。  new window
12.Dwyer, F. R.、Oh, S.(1987)。Output sector munificence effects on the internal political economy of marketing channels。Journal of Marketing Research,24(4),347-358。  new window
13.Keating, B.、Rugimbana, Robert、Quazi, A.(2003)。Differentiating Between Service Quality and Relationship Quality in Cyberspace。Managing Service Quality,13(3),217-232。  new window
14.Rauyruen, P.、Miller, K. E.(2007)。Relationship Quality as A Predictor of B2B Customer Loyalty。Journal of Business Research,60(1),21-31。  new window
15.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。  new window
16.Compeau, Deborah R.、Higgins, Christopher A.(1995)。Application of social cognitive theory to training for computer skills。Information Systems Research,6(2),118-143。  new window
17.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
18.Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology,86(1),29-41。  new window
19.Taylor, Shelley E.、Kemeny, Margaret E.、Reed, Geoffrey M.、Bower, Julienne E.、Gruenewald, Tara L.(2000)。Psychological resources, positive illusions, and health。American Psychologist,55(1),99-109。  new window
20.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。  new window
21.林尚平(20000900)。組織情緒勞務負擔量表之發展。中山管理評論,8(3),427-447。new window  延伸查詢new window
22.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
23.吳宗祐、鄭伯壎(20060300)。工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。中華心理學刊,48(1),69-87。new window  延伸查詢new window
24.陳淑蓉、陳學志(20050600)。幽默感的定義與測量:多向度幽默感量表之編製。應用心理研究,26,167-187。new window  延伸查詢new window
25.Bandura, A.、Schunk, D. H.(1981)。Cultivating competence, self-efficacy, and intrinsic interest through proximal self-motivation。Journal of Personality and Social Psychology,41(3),586-598。  new window
26.Bandura, Albert(1977)。Self-efficacy: Toward a unifying theory of behavioral change。Psychological Review,84(2),191-215。  new window
27.林耀南、楊婉如(20081200)。多向度幽默感對自尊、工作倦怠與工作滿足之影響--以第一線服務人員為例。商管科技季刊,9(4),417-442。new window  延伸查詢new window
28.Kuiper, N. A.、Martin, R. A.(1998)。Laughter and stress in daily life: Relation to positive and negative affect。Motivation and Emotion,22(2),133-153。  new window
29.Wong, Amy、Sohal, Amrik S.(2002)。An Examination of the Relationship between Trust, Commitment and Relationship Quality。International Journal of Retail & Distribution Management,30(1),34-50。  new window
30.Gist, Marilyn E.、Mitchell, Terence R.(1992)。Self-efficacy: A theoretical analysis of its determinants and malleability。Academy of Management Review,17(2),183-211。  new window
31.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing,51(2),86-96。  new window
32.Johnson, Jean L.(1999)。Strategic integration in industrial distribution channels: Managing the interfirm relationship as a strategic asset。Journal of the Academy of Marketing Science,27(1),4-18。  new window
33.林新龍(2005)。運動休閒倶樂部第一線服務人員服務品質提升之探討。屏師體育,9,44-45。new window  延伸查詢new window
34.Craik et al.(1996)。Sense of humor and styles of everyday humorous conduct。Humor: International Journal of Humor Research,9(3),273-302。  new window
35.Dennis, B.、Desharnais, R. A.、Cushing, J. M.、Henson, S. M.、Costantino, R. F.(2001)。Estimating chaos and complex dynamics in an insect population。Ecological Monographs,71(2),277-303。  new window
36.Singh, J.(1993)。Boundary Role Ambiguity: Facets, Determinants, and Impact。Journal of Marketing,57,11-31。  new window
37.Morris, J.A.(1995)。Predictors and consequences of emotional labor (Doctoral dissertation, South Carolina University)。Dissertation Abstracts International,56(06),2323。  new window
38.Smith, J. B.(1998)。Relationship Management and Sex-Type, Revue Candiennedes Sciences de L'Administration。Buyer-Seller Relationship,15,76-92。  new window
39.Smith, J. B.、Barclay, D. W.(1997)。The effect of organizational differences and trust on the effectiveness of selling partner relation-ships。Journal of Marketing,61 (3-21)。  new window
40.Williamson, O. E.(1979)。The Governance of Contractual Relationships。Journal of Law and Economic,22,232-261。  new window
學位論文
1.蔡玉青(1999)。情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究--以休閒、旅館業為例(碩士論文)。國立雲林科技大學,雲林。  延伸查詢new window
圖書
1.林燈燦(2003)。服務品質管理。臺北市:品度股份有限公司。  延伸查詢new window
2.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
3.Bandura, A.、Wessels, S.(1997)。Self-efficacy: The exercise of self-control。New York:Freeman。  new window
4.Bandura, Albert(1986)。Social Foundations of Thought and Action: A Social Cognitive Theory。Prentice-Hall, Inc.。  new window
5.林香君、高儀文(1999)。餐飲實務。台北。  延伸查詢new window
6.Kellerman, B.(1987)。Leadership: multidisciplinary perspectives。New York。  new window
7.Kuiper, K. A.、Olinger, L. J.(1998)。Humor and mental health。Encyclopedia of mental health。San Diego。  new window
 
 
 
 
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