情緒勞動對服務品質之影響：團隊服務氣候及情緒能力之調節角色_

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題名：	情緒勞動對服務品質之影響：團隊服務氣候及情緒能力之調節角色
書刊名：	人力資源管理學報
作者：	陳淑玲／鄭雅任／陳文惠
作者(外文)：	Chen, Shu-ling／Cheng, Ya-jen／Chen, Wen-hui
出版日期：	2014
卷期：	14:2
頁次：	頁27-54
主題關鍵詞：	情緒勞動；服務氣候；情緒能力；服務品質；Emotional labor；Service climate；Emotional competence；Service quality
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:5 共同引用:658 點閱:137

根據工作要求－資源模型，本研究主要在探討團隊服務氣候與個人情緒能力在情緒勞動與服務品質之間的調節效果。本研究主要研究對象為台灣地區服務業第一線服務人員，採問卷調查方式，共計回收145份團隊資料，562份員工樣本。階層線性模式（HLM）分析之結果顯示，服務氣候與情緒能力在淺層演出與服務品質關係間具顯著調節效果。最後，依據本研究結果，提出討論及研究建議與限制。

以文找文

Based on job demands-resources model, the present study proposed differential relationships between surface acting and deep acting and service quality, which were expected to be moderated by teams' service climate and emotional competence .Using data from surveys of 145 service teams (562 frontline employees) and the hierarchical linear modeling (HLM) approach, we find that both service climate and emotional competence moderated the relationships between surface acting and service quality in different ways. Accordingly, restricts of research and suggestion, managerial implications are discussed.

以文找文

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