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題名:員工顧客導向特質對情緒勞動之影響:主管顧客導向特質重要嗎?
書刊名:組織與管理
作者:林少龍繆敏志
作者(外文):Lin, Shao-lungMiao, Min-chin
出版日期:2017
卷期:10:1
頁次:頁131-158
主題關鍵詞:表層演出情緒勞動深層演出顧客導向特質Surface actingEmotional laborDeep actingCustomer-orientation trait
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(1) 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:1
  • 共同引用共同引用:11
  • 點閱點閱:5
期刊論文
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2.Martínez-Iñigo, D.、Totterdell, P.、Alcover, C. M.、Holman, D.(2007)。Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms。Work & Stress,21(1),30-47。  new window
3.Wilk, Steffanie L.、Moynihan, Lisa M.(2005)。Display rule "Regulators": The relationship between supervisors and worker emotional exhaustion。Journal of Applied Psychology,90(5),917-927。  new window
4.Brotheridge, C. M.、Lee, R. T.(2003)。Development and validation of the emotional labor scale。Journal of Occupational and Organizational,76,365-379。  new window
5.Mikolajczak, M.、Menil, C.、Luminet, O.(2007)。Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labour processes。Journal of Research in Personality,41,1107-1117。  new window
6.Lievens, F.、Chasteen, C. S.、Day, E. A.、Christiansen, N. D.(2006)。Large-scale investigation of the role of trait activation theory for understanding assessment center convergent and discriminant validity。Journal of Applied Psychology,91(2),247-258。  new window
7.Tett, R. P.、Guterman, H. A.(2000)。Situation trait relevance, trait expression, and cross-situational consistency: Testing a principle of trait activation。Journal of Research in Personality,34(4),397-423。  new window
8.Andrews, M. C.、Kacmar, K. M.、Harris, K. J.(2009)。Got political skill? The impact of justice on the importance of political skill for job performance。Journal of Applied Psychology,94(6),1427-1437。  new window
9.Kacmar, K. M.、Collins, B. J.、Harris, K. J.、Judge, T. A.(2009)。Core self-evaluations and job performance: The role of the perceived work environment。Journal of Applied Psychology,94(6),1572-1580。  new window
10.Mowen, J. C.、Spears, N.(1999)。A hierarchical model approach to understanding compulsive buying among college students。Journal of Consumer Psychology,8(4),407-430。  new window
11.Schmitt, N.(1994)。Method bias: The importance of theory and measurement。Journal of Organizational Behavior,15(5),393-398。  new window
12.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。  new window
13.Bem, D. J.、Andrea, A.(1974)。On predicting some of the people some of the time: The search for cross-situational consistencies in behavior。Psychological Review,81(6),506-520。  new window
14.Diefendorff, James M.、Richard, Erin M.(2003)。Antecedents and consequences of emotional display rule perceptions。Journal of Applied Psychology,88(2),284-294。  new window
15.Evans, M. G.(1985)。A Monte Carlo study of the effects of correlated method variance in moderated multiple regression analysis。Organizational Behavior and Human Decision Processes,36(3),305-323。  new window
16.黃品全、韓明娟(20140200)。顧客承諾與情緒勞務之關係:情感承諾的調節作用。組織與管理,7(1),83-114。new window  延伸查詢new window
17.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。  new window
18.Pugh, S. D.(2001)。Service with a Smile: Emotional contagion in the service encounter。Academy of Management Journal,44,1018-1027。  new window
19.Nadler, D. A.、Tushman, M. L.(1980)。A Model for Diagnosing Organizational Behavior。Organizational Dynamics,9(2),35-51。  new window
20.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
21.Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing Construct Validity in Organizational Research。Administrative Science Quarterly,36(3),421-458。  new window
22.Colbert, A. E.、Witt, L. A.(2009)。The role of goal-focused leadership in enabling the expression of conscientiousness。Journal of Applied Psychology,94(3),790-796。  new window
23.Austin, E. J.、Dore, T. C. P.、O'Donovan, K. M.(2008)。Associations of personality and emotional intelligence with display rule perceptions and emotional labour。Personality and Individual Differences,44(3),679-688。  new window
24.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。  new window
25.Watson, David、Clark, Lee Anna、Tellegen, Auke(1988)。Development and Validation of Brief Measures of Positive and Negative Affect: The PANAS Scales。Journal of Personality and Social Psychology,54(6),1063-1070。  new window
26.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review,18(1),88-115。  new window
27.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
28.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。  new window
29.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
30.Tan, H. H.、Foo, M. D.、Kwek, M. H.(2004)。The effects of customer personality traits on the display of positive emotions。Academy of Management Journal,47(2),287-296。  new window
31.Hurley, Robert F.(1998)。Customer service behavior in retail settings: A study of the effect of service provider personality。Journal of the Academy of Marketing Science,26(2),115-127。  new window
32.Tsai, Wei-Chi(2001)。Determinants and consequences of employee displayed positive emotions。Journal of Management,27(4),497-512。  new window
33.Rich, Bruce Louis、LePine, Jeffrey A.、Crawford, Eean R.(2010)。Job Engagement: Antecedents and Effects on Job Performance。Academy of Management Journal,53(3),617-635。  new window
34.Davis-Blake, A.、Pfeffer, J.(1989)。Just a mirage: The search for dispositional effects in organizational research。Academy of Management Review,14(3),385-400。  new window
35.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
36.Grandey, Alicia A.(2003)。When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery。Academy of Management Journal,46(1),86-96。  new window
37.Salancik, Gerald R.、Pfeffer, Jeffrey(1978)。A social information processing approach to job attitudes and task design。Administrative Science Quarterly,23(2),224-253。  new window
38.Zapf, Dieter(2002)。Emotion work and psychological well-being: A review of the literature and some conceptual considerations。Human Resource Management Review,12(2),237-268。  new window
39.Diefendorff, James M.、Croyle, Meredith H.、Gosserand, Robin H.(2005)。The dimensionality and antecedents of emotional labor strategies。Journal of Vocational Behavior,66(2),339-357。  new window
40.Hülsheger, Ute R.、Schewe, Anna F.(2011)。On the costs and benefits of emotional labor: A meta-analysis of three decades of research。Journal of Occupational Health Psychology,16(3),361-389。  new window
41.Tangirala, Subrahmaniam、Green, Stephen G.、Ramanujam, Rangaraj(2007)。In the Shadow of the Boss's Boss: Effects of Supervisors' Upward Exchange Relationships on Employees。Journal of Applied Psychology,92(2),309-320。  new window
42.Schaufeli, Wilmar B.、Bakker, Arnold B.(2004)。Job demands, job resources, and their relationship with burnout and engagement: a multi-sample study。Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior,25(3),293-315。  new window
43.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
44.Demerouti, E.、Bakker, A. B.、Nachreiner, F.、Schaufeli, W. B.(2001)。The job demands-resources model of burnout。Journal of Applied Psychology,86(3),499-512。  new window
45.紀乃文(20140200)。情緒勞動對組織是利是弊?探討知覺主管支持、同事支持對情緒勞動與服務績效、離職傾向關係的差異化干擾效果。組織與管理,7(1),115-160。new window  延伸查詢new window
圖書
1.Mischel, W.(1968)。Personality and assessment。New York:John Wiley and Sons。  new window
2.Jaccard, J.、Turrisi R.、Wan, C. K.(1990)。Interaction Effects in Multiple Regression。Newbury Park, CA:Sage。  new window
3.Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A guide to the program and applications。SPSS Inc。  new window
4.Hochschild, Arlie Russell(1983)。The Managed Heart: The Commercialization of Human Feeling。Berkeley, CA:University of California Press。  new window
5.Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。  new window
6.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2009)。Multivariate Data Analysis。Prentice-Hall, Inc.。  new window
7.Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。  new window
8.Ajzen, I.(1988)。From intentions to actions: Attitudes, personality, and behavior。Chicago:The Dorsey Press。  new window
9.Cohen, Jacob E.(1988)。Statistical Power Analysis for the Behavioral Sciences。Lawrence Erlbaum Associates。  new window
圖書論文
1.Grove, Stephen J.、Fisk, Raymond P.(1989)。Impression Management in Services Marketing: A Dramaturgical Perspective。Impression Management in the Organization。Hillsdale, NJ:Lawrence Erlbaum Associates, Inc.。  new window
2.Mischel, W.(1977)。The interaction of person and situation。Personality at the crossroads: Current issues in interactional psychology。Erlbaum。  new window
3.Edwards, J. R.(1991)。Person-job fit: A conceptual integration, literature review, and methodological critique。International review of industrial and organizational psychology。John Wiley & Sons。  new window
 
 
 
 
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