品味的正向力量：對情緒勞動與服務品質的連動__臺灣人文及社會科學引文索引資料庫

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題名：	品味的正向力量：對情緒勞動與服務品質的連動
書刊名：	組織與管理
作者：	陳淑玲／施智婷／林渝致
作者(外文)：	Chen, Shu-ling／Shih, Chih-ting／Lin, Yu-jhih
出版日期：	2015
卷期：	8:1
頁次：	頁113-146
主題關鍵詞：	正向心理學；服務品質；品味；深層演出；淺層演出；Positive psychology；Service quality；Savoring；Deep acting；Surface acting
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:3 共同引用:555 點閱:122

本研究以擴展—建立理論（broaden-and-build theory）整合正向心理學與情緒勞動兩大文獻領域，檢驗服務人員的品味能力是否會轉化情緒勞動的過程並進而影響其服務品質。本研究以線性結構模式分析491筆第一線服務人員與主管之配對資料，結果顯示，品味會降低淺層演出，進而提高服務品質；品味會增加深層演出，然而，深層演出對服務品質無顯著影響。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 broaden-and-build theory, this study integrates the theories of positive psychology and emotion labor to examine whether employee savoring influences emotional labor performed, in turn, would increase service performance. The study was conducted among 491 frontline employees across various service industries. Results of structural equation modeling analyses show that employee savoring decrease surface acting, and further influence employee service quality. Accordingly, restricts of research and suggestion, managerial implications are discussed.

以文找文

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14.	越南臺商外派人員之領導部屬交換對職場偏差行為之影響--以外在工作價值與工作不安全感為調節變項
15.	學校運動教練工作不安全感、組織認同、工作倦怠與工作退縮行為：工作要求-資源模式之觀點

1.	華人社會的潛規則：表裡不一與陽奉陰違
2.	表面服從對工作家庭衝突及工作滿意度之影響：以員工情緒耗竭為中介因子之探討
3.	認定領導：理論建構、量表發展及效果驗證
4.	領導成員交換關係、工作資源、心理契約違反與離職傾向關聯之實證研究
5.	「知覺屈就」是自我膨脹：自我增強的動機及效果
6.	跨層次觀點下家長式領導、倫理氣候、組織承諾與組織公民行為關係之研究
7.	國民中學教師自我調節學習、驚輸、工作投入與組織公民行為關係之研究-以工作投入為中介變項
8.	全球化下台灣中小企業策略模式結構驗證之研究
9.	服務補救和關係銷售行為對顧客信任、滿意和忠誠度的影響
10.	主管領導方式與部屬知覺主管不當監督關係之研究
11.	大專校院行政主管心靈領導與行政效能關係之研究─以行政人員工作活力與幸褔感為中介變項
12.	品牌代理商降低拉式策略威脅之研究：三方交換關係觀點
13.	長期照顧機構照顧服務員之人力資源措施與組織公民行為之研究
14.	智慧資本與環境偵測對組織學習與組織控制效果之影響--以政府部門為例
15.	關係品質在企業社會責任與運動消費意圖之中介效果

1.	休閒管理與概論：休閒活動設計規劃個案
2.	校長競值領導效能研究 : 理論、指標與衡量
3.	成就動機對組織公民行為的影響--以領導者和部屬交換關係和團隊成員交換關係為調節效果
4.	臺港兩地工作者之工作壓力歷程--工作動機及因應策略之調節作用
5.	The Adaptation and Internalization Process of Emotional Labor--(The 2010 IACMR Conference, Shanghai, China)

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2.	職場友誼對組織公民行為之影響：政治技能的調節效果分析
3.	以模糊決策樹預測臺灣加權股價走勢
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6.	臺灣偏鄉農村社區中、老年新住民華語讀寫教學研究
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8.	便利商店集點送促銷關鍵成功因素之研究
9.	藥品專利強制授權之法律經濟分析--從Coase定理到Calabresi之道德成本
10.	企業網站特性與求職者應徵意圖：求職者人格特質的干擾角色
11.	深耕、實踐與拓邊：探索臺灣組織與經濟發展的動能
12.	國民小學教師專業學習社群對教師教學創新影響之研究：以正向心理資本為中介變項
13.	與主管越相似會讓部屬越滿意嗎？領導部屬交換理論觀點的探討
14.	石門水庫服務臺及售票站人力排班最佳化研究
15.	公司治理美學資本與組織文化、利害關係人認同關聯之研究

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