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題名：員工每日情緒對情緒勞動之影響：情感事件理論的觀點
書刊名：臺大管理論叢
作者：蕭婉鎔 引用關係
作者(外文)：Hsiao, Wan-jung
出版日期：2014
卷期：24:2
頁次：頁249-281
主題關鍵詞：情感事件理論；正負向情緒；情緒勞動；Affective events theory；Positive and negative emotion；Emotional labor
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(10) 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:10
  • 共同引用共同引用:154
  • 點閱點閱:91
本研究從情感事件理論的觀點探討第一線服務人員每日正負向情緒對個人情緒勞動的影響，設計日記式報告，觀察受試者每日的情緒變異對工作行為的影響；並納入自我監控特質，探討其對負向情緒與情緒勞動的調節效果。本研究蒐集124位有效受試樣本，記錄25個工作天的資料，共3261筆每日記錄。研究結果發現，第一線服務人員每日情緒變化會對情緒勞動策略產生影響，且自我監控特質會干擾負向情緒與情緒。長期而言，深層偽裝策略有助於顧客導向行為的發生。根據研究結果，分別提出理論與管理上的貢獻與建議。
The present study adopted theoretical perspective of affective events theory to explain the relationship between emotion and emotional labor. Diary reports are conducted to examine the relationships between daily positive and negative emotion (PA and NA, respectively) and emotional labor. Self-monitoring theorized at a between-subjects level would moderate the within-subjects relationships. With a sample of 124 frontline sales employees and 3,261 observations across 25 working days, results show that daily PA and NA had a significant within-subjects main effect on daily emotional labor strategy. In addition, between-subjects self-monitor moderated the relationship between NA and deep acting. The current findings shed light on the daily emotion labor consequences of daily emotion and provide important theoretical and practical implications.
期刊論文
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會議論文
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學位論文
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3.鄔佩君(2003)。第一線服務人員之情緒勞動的影響因素與其結果之關係：以銀行行員為例(碩士論文)。國立政治大學。  延伸查詢new window
4.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
圖書
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5.Albrecht, Karl、Zemke, Ron(1985)。Service America: Doing Business in the New Economy。Homewood, IL：Dow Jones-Irwin。  new window
6.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
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圖書論文
1.Grandey, A. A.、Brauburger, A. L.(2002)。The emotion regulation behind the customer service smile。Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior。San Francisco, CA：Jossey-Bass。  new window
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3.Van Maanen, J.、Kunda, G.(1989)。Real Feelings: Emotional expression and organizational culture。Research in Organizational Behavior。Greenwich, CT：JAI Press。  new window
 
 
 
 
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