| 期刊論文1. | Modassir, A.、Singh, T.(2008)。Relationship of emotional intelligence with transformational leadership and organizational citizenship behavior。International Journal of Leadership Studies,4(1),3-21。 | 2. | 陳建丞、孫婉嫻(20101200)。員工情感特質與幫助同事行為間之關係:職務類型的干擾效果。中山管理評論,18(4),1089-1113。 延伸查詢 | 3. | Chen, G.、Kirkman, B. L.、Kanfer, R.、Allen, D.、Rosen, B.(2007)。A Multilevel Study of leadership, empowerment, and performance in teams。Journal of Applied Psychology,92(2),331-346。 | 4. | Van Dolen, Willemijn M.、De Ruyter, Ko、Lemmink, Jos(2004)。An Empirical Assessment of the Influence of Customer Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction。Journal of Business Research,57(4),437-444。 | 5. | 楊雪蘭、陳寶蓮、張如惠(20061200)。消費者對理財專員服務接觸與關係品質之認知--以銀行業為例。行銷評論,3(4),447-472。 延伸查詢 | 6. | Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing,68(1),128-146。 | 7. | Lee, JungHoon Jay、Ok, C.(2012)。Reducing burnout and enhancing job satisfaction: critical role of hotel employees' emotional intelligence and emotional labor。International Journal of Hospitality Management,31(4),1101-1112。 | 8. | Gutek, B. A.、Bhappu, A. D.、Liao-Troth, M. A.、Cherry, B.(1999)。Distinguishing between service relationships and encounters。Journal of Applied Psychology,84(2),218-233。 | 9. | Rozell, E. J.、Pettijohn, C. E.、Parker, R. S.(2004)。Customer-oriented selling: Exploring the roles of emotional intelligence and organizational commitment。Psychology & Marketing,21(6),405-424。 | 10. | Zhang, Zhen、Zyphur, Michael J.、Preacher, Kristopher J.(2009)。Testing multilevel mediation using hierarchical linear models: Problems and solutions。Organizational Research Methods,12(4),695-719。 | 11. | Mayer, J. D.、Salovey, P.、Caruso, D. R.(2004)。Emotional intelligence: Theory, findings, and implications。Psychological Inquiry,15(3),197-215。 | 12. | Ashkanasy, N. M.、Härtel, C. E. J.、Daus, C. S.(2002)。Diversity and emotion: The new frontiers in organizational behavior research。Journal of Management,28(3),307-338。 | 13. | MacKinnon, D. P.、Fritz, M. S.、Williams, J.、Lockwood, C. M.(2007)。Distribution of the product confidence limits for the indirect effect: Program PRODCLIN。Behavior Research Methods,39(3),384-389。 | 14. | Brown, T. J.、Mowen, J. C.、Donavan, D. T.、Licata, J. W.(2002)。The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings。Journal of Marketing Research,39(1),110-119。 | 15. | Lazarus, R. S.(1991)。Progress on a cognitive-motivational-relational theory of emotion。American Psychologist,46(8),819-834。 | 16. | Joseph, D. L.、Newman, D. A.(2010)。Emotional intelligence: an integrative meta-analysis and cascading model。Journal of Applied Psychology,95(1),54-78。 | 17. | Wray, Barry、Palmer, Adrian、Bejou, David(1994)。Using neural network analysis to evaluate buyer-seller relationships。European Journal of Marketing,28(10),32-48。 | 18. | 胡凱傑、劉敏熙、賀瑞梅(20121200)。銀行業員工滿意度、服務導向組織公民行為與顧客忠誠度之關係--以財富管理部門為例。東吳經濟商學學報,79,45-79。 延伸查詢 | 19. | Stock, R. M.、Hoyer, W. D.(2005)。An attitude-behavior model of salespeople's customer orientation。Journal of the Academy of Marketing Science,33(4),536-552。 | 20. | Wharton, A. S.、Erickson, R. I.(1993)。Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles。Academy of Management Review,18(3),457-486。 | 21. | 紀乃文、陳建丞(20110200)。分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達與顧客購買決策關聯性之探討。組織與管理,4(1),129-162。 延伸查詢 | 22. | 蔡維奇、黃櫻美(20020100)。員工情緒表達影響因素之研究--以鞋店銷售員為例。管理評論,21(1),67-84。 延伸查詢 | 23. | 溫福星、邱皓政(20090400)。組織研究中的多層次調節式中介效果:以組織創新氣氛、組織承諾與工作滿意的實證研究為例。管理學報,26(2),189-211。 延伸查詢 | 24. | 汪美伶(20150300)。服務氣候、顧客導向行為與顧客情感承諾關聯性之探討。人力資源管理學報,15(1),27-54。 延伸查詢 | 25. | Becker, T. E.、Atinc, G.、Breaugh, J. A.、Carlson, K. D.、Edwards, J. R.、Spector, P. E.(2016)。Statistical Control in Correlational Studies: 10 Essential Recommendations for Organizational Researchers。Journal of Organizational Behavior,37(2),157-167。 | 26. | Chen, C. C.、Jaramillo, F.(2014)。The Double-edged Effects of Emotional Intelligence on the Adaptive Selling: Salesperson-owned Loyalty Relationship。Journal of Personal Selling & Sales Management,34(1),33-50。 | 27. | Chun, J. U.、Cho, K.、Sosik, J. J.(2016)。A Multilevel Study of Group-focused and Individual-focused Transformational Leadership, Social Exchange Relationships, and Performance in Teams。Journal of Organizational Behavior,37(3),374-396。 | 28. | Colwell, S.、Hogarth-Scott, S.、Jiang, D.、Joshi, A.(2009)。Effects of Organizational and Serviceperson Orientation on Customer Loyalty。Management Decision,47(10),1489-1513。 | 29. | Eisingerich, A. B.、Bell, S. J.(2008)。Perceived Service Quality and Customer Trust: Does Enhancing Customers' Service Knowledge Matter?。Journal of Service Research,10(3),256-268。 | 30. | Grizzle, J. W.、Zablah, A. R.、Brown, T. J.、Mowen, J. C.、Lee, J. M.(2009)。Employee Customer Orientation in Context: How the Environment Moderates the Influence of Customer Orientation on Performance Outcomes。Journal of Applied Psychology,94(5),1227-1242。 | 31. | Homburg, C.、Müller, M.、Klarmann, M.(2011)。When Does Salespeople's Customer Orientation Lead to Customer Loyalty? The Differential Effects of Relational and Functional Customer Orientation。Journal of the Academy of Marketing Science,39(6),795-812。 | 32. | Kadic-Maglajlic, S.、Vida, I.、Obadia, C.、Plank, R.(2016)。Clarifying the Influence of Emotional Intelligence on Salesperson Performance。Journal of Business & Industrial Marketing,31(7),877-888。 | 33. | Kernbach, S.、Schutte, N. S.(2005)。The Impact of Service Provider Emotional Intelligence on Customer Satisfaction。Journal of Services Marketing,19(7),438-444。 | 34. | Law, K. S.、Wong, C. S.、Huang, G. H.、Li, X.(2008)。The Effects of Emotional Intelligence on Job Performance and Life Satisfaction for the Research and Development Scientists in China。Asia Pacific Journal of Management,25(1),51-69。 | 35. | McFarland, R. G.、Rode, J. C.、Shervani, T. A.(2016)。A Contingency Model of Emotional Intelligence in Professional Selling。Journal of the Academy of Marketing Science,44(1),108-118。 | 36. | Pettijohn, C. E.、Rozell, E. J.、Newman, A.(2010)。The Relationship between Emotional Intelligence and Customer Orientation for Pharmaceutical Salespeople: A UK Perspective。International Journal of Pharmaceutical and Healthcare Marketing,4(1),21-39。 | 37. | Scherer, K. R.(2009)。The Dynamic Architecture of Emotion: Evidence for the Component Process Model。Cognition and Emotion,23(7),1307-1351。 | 38. | Stock, R. M.(2016)。Understanding the Relationship between Frontline Employee Boreout and Customer Orientation。Journal of Business Research,69(10),4259-4268。 | 39. | Zeidner, M.、Matthews, G.、Roberts, R. D.(2004)。Emotional Intelligence in the Workplace: A Critical Review。Applied Psychology,53(3),371-399。 | 40. | 黃芳銘、溫福星(20070600)。模式化學習型學校:多層次驗證性因素分析取向。測驗學刊,54(1),197-222。 延伸查詢 | 41. | Piercy, N. F.、Cravens, D. W.、Lane, N.、Vorhies, D. W.(2006)。Driving organizational citizenship behaviors and salesperson in-role behavior performance: The role of management control and perceived organizational support。Journal of the Academy of Marketing Science,34(2),244-262。 | 42. | 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。 | 43. | James, Lawrence R.(1982)。Aggregation Bias in Estimates of Perceptual Agreement。Journal of Applied Psychology,67(2),219-229。 | 44. | 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。 延伸查詢 | 45. | 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。 | 46. | Saxe, Robert、Weitz, Barton A.(1982)。The SOCO scale: A measure of the customer orientation of salespeople。Journal of Marketing Research,19(3),343-351。 | 47. | Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review,18(1),88-115。 | 48. | Giardini, A.、Frese, M.(2008)。Linking service employees' emotional competence to customer satisfaction: A multilevel approach。Journal of Organizational Behavior,29(2),155-170。 | 49. | Groth, M.、Henning-Thurau, T.、Walsh, G.(2009)。Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy。Academy of Management Journal,52(5),958-974。 | 50. | Tsai, Wei-Chi、Huang, Yin-Mei(2002)。Mechanisms linking employee affective delivery and customer behavioral intentions。Journal of Applied Psychology,87(5),1001-1008。 | 51. | Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。 | 52. | Macintosh, Gerrard(2007)。Customer orientation, relationship quality, and relational benefits to the firm。Journal of Services Marketing,21(3),150-159。 | 53. | Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools,2(5),10-14。 | 54. | George, Jennifer M.(1990)。Personality, affect, and behavior in groups。Journal of Applied Psychology,75(2),107-116。 | 55. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。 | 56. | Mayer, John D.、Salovy, Peter(1990)。Emotional intelligence。Imagination, Cognition and Personality,9(3),185-211。 | 57. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。 | 58. | Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review,21(4),986-1010。 | 59. | 蔡維奇、吳姮憓(20011200)。組織服務氣候對服務品質的影響:以員工正面情緒表達為中介變項。臺大管理論叢,12(1),149-169。 延伸查詢 | 60. | Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review,12(1),23-37。 | 61. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 | 62. | Goff, B. G.、Boles, James S.、Belenger, Danny N.、Stojack, Canie(1997)。The Influence of Salesperson Selling Behaviors on Customer Satisfaction with Products。Journal of Retailing,73(2),171-183。 | 63. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。 | 64. | Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。 | 65. | Liao, H.、Chuang, A.(2007)。Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships。Journal of Applied Psychology,92(4),1006-1019。 | 66. | 林鉦棽、彭台光(20061200)。多層次管理研究:分析層次的概念、理論和方法。管理學報,23(6),649-675。 延伸查詢 | 67. | Fornell, Claes R.、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 | 圖書1. | Heskett, J. L.(1986)。Managing in the service economy。Boston, Massachusetts:Harvard Business School Press。 | 2. | Griffin, J.(1995)。Customer Loyalty: How to Earn It, How to Keep It。New York, NY:Lexington Books。 | 3. | Scherer, Klaus R.、Schorr, Angela、Johnstone, Tom(2001)。Appraisal Processes in Emotion: Theory, Methods, Research。Oxford University Press。 | 4. | Hatfield, Elaine、Cacioppo, John T.、Rapson, R. L.(1994)。Emotional contagion。New York, NY:Cambridge University Press。 | 5. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。 | 6. | Goleman, D.(1995)。Emotional intelligence。Bantam Books。 | 圖書論文1. | Bitner, Mary Jo、Hubbert, Amy R.(1994)。Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice。Service Quality: New Directions in Theory and Practice。Thousand Oaks, CA:Sage。 | 2. | Mayer, J. D.、Salovey, P.(1997)。What is emotional intelligence?。Emotional development and emotional intelligence: Educational implications。Basic Books。 | |
| |