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題名：服務銷售人員情緒勞動心理歷程之探討：資源保存理論觀點
書刊名：中原企管評論
作者：蕭婉鎔 引用關係
作者(外文)：Hsiao, Wan-jung
出版日期：2013
卷期：11:1
頁次：頁27-53
主題關鍵詞：情緒勞動；情緒耗竭；資源保存理論；情緒智力；難應付客戶；Emotional labor；Emotional exhaustion；Conservation of resource theory；Emotional intelligence；Encounter difficult customers
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(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:240
  • 點閱點閱:164
服務經濟時代中，為展現組織所規範的情緒要求，服務銷售人員在與顧客接觸的過程，必須隱藏內心真正的情緒，展示合於組織要求的情緒，即為情緒勞動。在此過程中，服務銷售人員必須對其內在真實情緒進行調節與管理，付出心力與控制，為一種情緒調節歷程。本研究以資源保存理論的觀點，探討資源損失（情緒勞動、難應付客戶）與資源獲得（情緒智力、主管支持、激勵制度），及其交互作用效果，調節對結果變項（情緒耗竭）的影響。研究結果發現，難應付客戶之頻次越高，員工之情緒勞動越大；員工情緒勞動越大，情緒耗竭的嚴重度越高；情緒勞動在難應付客戶之頻次與情緒耗竭間具有部分中介效果；情緒智力於難應付客戶之頻次與情緒勞動間之關係具顯著調節效果；知覺主管支持及激勵制度對於情緒勞動與情緒耗竭間關係之調節效果不顯著。最後本研究將根據研究結果，進一步說明未來的研究方向以及管理上的實務意涵。
In service economy, service sellers have to regulate emotions at work, with positive emotional displays leading to greater customer satisfaction and thus engage in emotional labor. The presence of display rules necessitates an emotional regulation process, modifying internal affect so that it matches with outward expressions. The present study adopted the theoretical perspective of conservation of resource (COR). Resource gain (e.g. emotional labor, difficult customer) and resource loss (e.g. EQ, supervisor support, motivation system) were conceptualized as antecedents and moderators of emotion exhaustion. Analyses revealed that: (1) frequency of encounter difficult customers had significantly and positively effect on emotional labor; (2) higher level of emotional labor was likely to increase higher level of emotional exhaustion, (3) emotional labor had partial mediating effect on the relationship between frequency of encountering difficult customers and emotional exhaustion; (4) EQ moderated the relationship between frequency of encountering difficult customers and emotional labor. Moderator of supervisor support and motivation system had non-significant effect on the relationship between emotional labor and emotional exhaustion. Implications for management practice and suggestions for further research were proposed.
期刊論文
1.黃蕙娟(20030900)。體育運動組織領導者激勵理論應用之探討。中華體育季刊，17(3)=66，99-106。new window  延伸查詢new window
2.Babin, B. J.、Barry, J.、Boles, J. S.(1996)。Employee Behavior in a Service Environment: A Model and Test of Potential Difference Between。Men and Women, Journal of Marketing，62(2)，77-91。  new window
3.Rafaeli, A.、Sutton, R. I.(1989)。The Expression of Emotion in Organization Life。Research in Organizational Behavior，11，1-42。  new window
4.Babakus, Emin、Cravens, David W.、Johnston, Mark、Moncrief, William C.(1999)。The role of emotional exhaustion in sales force attitude and behavior relationships。Journal of the Academy of Marketing Science，27(1)，58-70。  new window
5.Kottke, Janet L.、Sharafinski, Clare E.(1988)。Measuring Perceived Supervisory and Organizational Support。Educational and Psychological Measurement，48(4)，1075-1079。  new window
6.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
7.Mayer, J. D.、DiPaolo, M.、Salovey, P.(1990)。Perceiving affective content in ambiguous visual stimuli: A component of emotional intelligence。Journal of Personality Assessment，54(3/4)，772-781。  new window
8.Hobfoll, S. E.、Lilly, R. S.(1993)。Resource conservation as a strategy for community psychology。Journal of Community Psychology，21(2)，128-148。  new window
9.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
10.Maslach, Christina(1978)。The Client Role in Staff Burn-Out。Journal of Social Issues，34(4)，111-124。  new window
11.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
12.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
13.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
14.林鉦棽、蕭淑月(20050900)。社會支持、信任、關係品質與組織知識分享行為之關係研究。商管科技季刊，6(3)，373-400。new window  延伸查詢new window
15.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
16.吳宗祐、鄭伯壎(20030900)。組織情緒研究之回顧與前瞻。應用心理研究，19，137-173。new window  延伸查詢new window
17.吳宗祐、鄭伯壎(20061000)。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。new window  延伸查詢new window
18.Wong, Chi-Sum、Law, Kenneth S.(2002)。The Effects of Leader and Follower Emotional Intelligence on Performance and Attitude: An Exploratory Study。The Leadership Quarterly，13(3)，243-274。  new window
19.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
20.Barger, Patricia B.、Grandey, Alicia A.(2006)。Service with a Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms。Academy of Management Journal，49(6)，1229-1238。  new window
21.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
22.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
23.Mayer, John D.、Salovy, Peter(1990)。Emotional intelligence。Imagination, Cognition and Personality，9(3)，185-211。  new window
24.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
25.Durham, Cathy C.、Knight, Don、Locke, Edwin A.(1997)。Effects of leader role, team-set goal difficulty, efficacy, and tactics on team effectiveness。Organizational Behavior and Human Decision Processes，72(2)，203-231。  new window
26.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
27.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
28.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
29.Hobfoll, Stevan E.(1989)。Conservation of Resources: A New Attempt at Conceptualizing Stress。American Psychologist，44(3)，513-524。  new window
30.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
會議論文
1.House, J. S.、Wells, J. A.(1978)。Occupational Stress, Social Support and Health。Reducing Occupational Stress。Washington, DC：National Institute for Occupational Safety and Health。8-29。  new window
學位論文
1.陳善嶸(2007)。情緒勞務負荷、情緒耗竭與工作滿意之研究--以銀行客服人員為例(碩士論文)。銘傳大學。  延伸查詢new window
2.邱欣怡(2007)。國民小學教師情緒勞務與工作倦怠之關係研究--以工作投入、社會支持為調節變項(碩士論文)。國立新竹教育大學，新竹市。  延伸查詢new window
3.王蘭山(2009)。激勵制度與離職傾向關係之研究--以台灣區金融證券業為例(碩士論文)。國立臺北大學。  延伸查詢new window
4.李吉立(2009)。組織氣候、獎勵制度、領導型態與工作績效之關係--以海運承攬運送業為例(碩士論文)。國立臺灣海洋大學。  延伸查詢new window
5.李佳勳(2008)。情緒勞動、情緒耗竭、工作滿意度與職業承諾--以工作投入、知覺主管支持為調節變項(碩士論文)。國防管理學院。  延伸查詢new window
6.邱如玫(2008)。空服員情緒勞務與情緒耗竭關係之研究(碩士論文)。南台科技大學。  延伸查詢new window
7.張致敏(2010)。難應付民眾發生頻次、情緒勞動、工作滿意與工作績效關聯模式之研究--以台南縣鄉鎮市公所為例(碩士論文)。長榮大學。  延伸查詢new window
8.許健華(2008)。内部行銷、情緒智力、情緒勞務、工作滿足與顧客導向間關係之研究--以桃園縣不動產經紀人員為例(碩士論文)。國立東華大學。  延伸查詢new window
9.鄧進華(2008)。基層員警的情緒勞務負荷、情緒耗竭與離職傾向之研究--以臺北市政府警察局為例(碩士論文)。銘傳大學。  延伸查詢new window
10.鍾艾婷(2007)。定期海運業激勵制度、工作滿意與組織績效關係之探討(碩士論文)。國立成功大學。  延伸查詢new window
11.戴秀卿(2003)。醫院員工的情緒勞務負荷與顧客行為導向之關係研究(碩士論文)。國立中山大學。  延伸查詢new window
12.蔡孟原(2005)。難應付客戶、情緒勞務與情緒耗竭：工作涉入與知覺組織支持的調節效果(碩士論文)。中原大學。  延伸查詢new window
13.張元昌(2006)。組織變革、主管領導、激勵制度、工作壓力、工作滿足與工作倦怠之關聯性研究--以國泰人壽壽險從業人員為例(碩士論文)。南華大學。  延伸查詢new window
14.陳伯榕(2009)。難應付顧客知覺對表層偽裝與職場不當行為的影響：專業承諾的干擾角色(碩士論文)。銘傳大學。  延伸查詢new window
15.吳宗祐(2003)。工作中的情緒勞動：概念發展、相關變項分析、心理歷程議題探討(博士論文)。國立臺灣大學。new window  延伸查詢new window
16.楊文昌(2003)。台商兩岸三地員工激勵制度滿意度影響個人工作績效之研究--以電子零件通路商Y公司為例(碩士論文)。國立台灣科技大學。  延伸查詢new window
17.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.Churchill, G. A.、Ford, N. M.、Walker, O. C.(1990)。Sales Force Management: Planning, Implementation, and Control。Homewood, IL：Irwin。  new window
2.Lord, R. G.、Klimoski, R. J.、Kanfer, R.(2002)。Emotions in the Workplace: Understanding the Structure and Role of Emotions in Organizational Behavior。Jossey-Bass。  new window
3.Maslach, C.(1982)。Bumout: The cost of caring。Englewood Cliffs, NJ：Prentice-Hall。  new window
4.余朝權(2003)。組織行為學。臺北：五南圖書出版社。  延伸查詢new window
5.Fitzsimmons, J. A.、Fitzsimmons, M. J.(1994)。Service Management for Competitive Advantage。New York：McGraw-Hill。  new window
6.Caplan, G.(1974)。Support system and community mental health: Lectures on concept development。New York：Behavioral Publications。  new window
7.Maslach, C.、Jackson, S. E.(1981)。Maslach burnout inventory: Manual。Consulting Psychologists Press。  new window
8.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
9.House, James S.(1981)。Work Stress and Social Support。Addison-Wesley。  new window
10.Porter, Lyman W.、Lawler, Edward E. III(1968)。Managerial attitudes and performance。Homewood, Illinois：Richard D. Irwin Publisher。  new window
圖書論文
1.Hobfoll, S. E.、Shirom, A.(2001)。Conservation of Resources Theory。Handbook of Organizational Behavior。New York：Dekker。  new window
2.Browne, Michael W.、Cudeck, Robert(1993)。Alternative ways of assessing model fit。Testing Structural Equation Models。Sage。  new window
 
 
 
 
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