期刊論文1. | Ilies, R.、Scott, B. A.、Judge, T. A.(2006)。A multilevel analysis of the effects of positive personal traits, positive experienced states and their interactions on intraindividual patterns of citizenship behavior at work。Academy of Management Journal,49(3),561-575。 |
2. | Gosserand, R. H.、Diefendorff, J. M.(2005)。Emotional display rules and emotional labor: The moderating role of commitment。Journal of Applied Psychology,90(6),1256-1264。 |
3. | Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of serviceworker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing,68(1),128-146。 |
4. | Diefendorff, J. M.、Gosserand, R. H.(2003)。Understanding the emotional labor process: A control theory perspective。Journal of Organizational Behavior,24(8),945-959。 |
5. | Rupp, Deborah E.、Spencer, Sharmin(2006)。When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions。Journal of Applied Psychology,91(4),971-978。 |
6. | Miner, Andrew G.、Glomb, Theresa M.(2010)。State mood, task performance, and behavior at work: A within-persons approach。Organizational Behavior and Human Decision Processes,112(1),43-57。 |
7. | Rupp, D. E.、McCance, A. S.、Spencer, S.、Sonntag, K.(2008)。Customer (in)justice and emotional labor: The role of perspective taking, anger, and emotional regulation。Journal of Management,34(5),903-924。 |
8. | Reynolds, K. L.、Harris, L. C.(2006)。Deviant customer behavior: an exploration of frontline employee tactics。Journal of Marketing Theory and Practice,14(2),95-111。 |
9. | Evans, J. S. B. T.(2008)。Dual-processing accounts of reasoning, judgment, and social cognition。Annual Review of Psychology,59,255-278。 |
10. | Tsaur, S.-H.、Lin, Y.-C.(2004)。Promoting service quality in tourist hotels: The role of HRM practices and service behavior。Tourism Management,25(4),471-481。 |
11. | Harris, L. C.、Ogbonna, E.(2012)。Motives for service sabotage: an empirical study of front-line workers。Service Industries Journal,32(13),2027-2046。 |
12. | Bono, J. E.、Foldes, H. J.、Vinson, G.、Muros, J. P.(2007)。Workplace emotions:The role of supervision and leadership。Journal of Applied Psychology,92(5),1357-1367。 |
13. | Diefendorff, James M.、Richard, Erin M.(2003)。Antecedents and consequences of emotional display rule perceptions。Journal of Applied Psychology,88(2),284-294。 |
14. | Harris, L. C.、Reynolds, K. L.(2003)。The Consequences of Dysfunctional Customer Behavior。Journal of Service Research,6(2),144-161。 |
15. | 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。 |
16. | Grandey, A. A.、Dickter, D. N.、Sin, H. P.(2004)。The customer is not always right: Customer aggression and emotion regulation of service employees。Journal of Organizational Behavior,25(3),397-418。 |
17. | Judge, Timothy A.、Erez, Amir、Bono, Joyce E.、Thoresen, Carl J.(2003)。The Core Self-Evaluations Scale: Development of a Measure。Personnel Psychology,56(2),303-331。 |
18. | Hennig-Thurau, T.(2004)。Customer Orientation of Service Employees--Its Impact on Customer Satisfaction, Commitment, and Retention。International Journal of Service Industry Management,15(5),460-478。 |
19. | Stanovich, K. E.、West, R. F.(2000)。Advancing the rationality debate。Behavioral and Brain Sciences,23(5),701-717。 |
20. | Spencer, S.、Rupp, D. E.(2009)。Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms。Journal of Applied Psychology,94(2),429-444。 |
21. | Diefendorff, J. M.、Richard, E. M.、Croyle, M. H.(2006)。Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions。Journal of Occupational & Organizational Psychology,79(2),273-298。 |
22. | Groth, M.、Grandey, A.(2012)。From bad to worse negative exchange spirals in employee-customer service interactions。Organizational Psychology Review,2(3),208-233。 |
23. | 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。 |
24. | 黃敦群、紀乃文、張雅婷、郭洧岑(20140900)。情緒勞動的前因、後果與潛在干擾變數:統合分析法之探討。人力資源管理學報,14(3),93-134。 延伸查詢 |
25. | Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing Construct Validity in Organizational Research。Administrative Science Quarterly,36(3),421-458。 |
26. | Harris, L. C.、Ogbonna, E.(2009)。Service sabotage: The dark side of service dynamics。Business Horizons,52(4),325-335。 |
27. | Shao, Ruodan、Skarlicki, Daniel P.(2014)。Service employees' reactions to mistreatment by customers: A comparison between North America and East Asia。Personnel Psychology,67(1),23-59。 |
28. | Chi, N. W.、Tsai, W. C.、Tseng, S. M.(2013)。Customer negative events and employee service sabotage: The roles of employee hostility, personality and group affective tone。Work & Stress: An International Journal of Work, Health & Organisations,27(3),298-319。 |
29. | Podsakoff, P. M.、Mackenzie, S. B.(1997)。Impact of organizational citizenship behavior on organizational performance: A review and suggestions for future research。Human Performance,10(2),133-151。 |
30. | Fisk, R.、Grove, S.、Harris, L. C.、Keeffe, D. A.、Daunt, K. L.、Russell-Bennett, R.、Wirtz, J.(2010)。Customers behaving badly: A state of the art review, research agenda and implications for practitioners。Journal of Services Marketing,24(6),417-429。 |
31. | Harris, L. C.、Ogbonna, E.(2002)。Exploring service sabotage the antecedents, types and consequences of frontline, deviant, antiservice behaviors。Journal of Service Research,4(3),163-183。 |
32. | Wang, M.、Liao, H.、Zhan, Y. J.、Shi, J. Q.(2011)。Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives。Academy of Management Journal,54(2),312-334。 |
33. | Skarlicki, D. P.、Rupp, D. E.(2010)。Dual processing and organizational justice: The role of rational versus experiential processing in third-party reactions to workplace mistreatment。Journal of Applied Psychology,95(5),944-952。 |
34. | Tice, D. M.、Bratslavsky, E.、Baumeister, R. F.(2001)。Emotional distress regulation takes precedence over impulse control: If you feel bad, do it!。Journal of Personality and Social Psychology,80(1),53-67。 |
35. | Chi, N. W.、Chang, H. T.、Huang, H. L.(2015)。Can personality traits and daily positive moods buffer the harmful effects of daily negative mood on task performance and service sabotage? A self-control perspective。Organizational Behavior and Human Decision Processes,131,1-15。 |
36. | Axtell, C. M.、Parker, S. K.、Holman, D.、Totterdell, P.(2007)。Enhancing customer service: Perspective taking in a call centre。European Journal of Work and Organizational Psychology,16(2),141-168。 |
37. | Baranik, L. E.、Wang, M.、Gong, Y.、Shi, J.(2014)。Customer Mistreatment, employee health, and job performance: cognitive rumination and social sharing as mediating mechanisms。Journal of Management,43(4),1261-1282。 |
38. | Goldberg, L.、Grandey, A.(2007)。Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation。Journal of Occupational Health Psychology,12(3),301-318。 |
39. | Gremler, D. D.、Gwinner, K. P.(2008)。Rapport-building strategies used by retail employees。Journal of Retailing,84(3),308-324。 |
40. | Ingram, T. N.、Bellenger, D. N.(1983)。Personal and organizational variables: Their relative effect on reward valences of industrial salespeople。Journal of Marketing Research,20(2),198-205。 |
41. | Liao, H.(2007)。Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failure。Journal of Applied Psychology,92(2),475-489。 |
42. | Rafaeli, A.、Erez, A.、Ravid, S.、Derfler-Rozin, R.、Treister, D. E.、Scheyer, R.(2012)。When customer exhibit verbal aggression, employees pay cognitive costs。Journal of Applied Psychology,97(5),931-950。 |
43. | Schuler, R. S.(1975)。Sex, organizational level, and outcome importance: Where the differences are。Personnel Psychology,28(3),365-375。 |
44. | Allen, J. A.、Pugh, S. D.、Grandey, A. A.、Groth, M.(2010)。Following display rules in good or bad faith? Customer orientation as a moderator of the display rule-emotional labor relationship。Human Performance,23(2),101-115。 |
45. | Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review,18(1),88-115。 |
46. | Sliter, Michael T.、Jex, Steve M.、Wolford, Katherine、McInnerney, Joanne(2010)。How Rude! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes。Journal of Occupational Health Psychology,15(4),468-481。 |
47. | Bettencourt, Lance A.、Brown, Stephen W.(1997)。Customer-contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors。Journal of Retailing,73(1),39-61。 |
48. | 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。 |
49. | Whetten, D. A.(1989)。What constitutes a theoretical contribution?。Academy of Management Review,14(4),490-495。 |
50. | 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。 |
51. | Forgas, Joseph P.、George, Jennifer M.(20010900)。Affective influences on judgments and behavior in organizations: An information processing perspective。Organizational Behavior and Human Decision Processes,86(1),3-34。 |
52. | 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。 |
53. | Weiss, Howard M.、Cropanzano, Russell(1996)。Affective events theory: A theoretical discussion of the structure, causes, and consequences of affective experiences at work。Research in Organizational Behavior,18,1-74。 |
54. | 彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異:問題本質、影響、測試和補救。管理學報,23(1),77-98。 延伸查詢 |
55. | Lee, Kibeom、Allen, Natalie J.(2002)。Organizational citizenship behavior and workplace deviance: The role of affect and cognitions。Journal of Applied Psychology,87(1),131-142。 |
56. | Skarlicki, Daniel P.、Van Jaarsveld, Danielle D.、Walker, David D.(2008)。Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage。Journal of Applied Psychology,93(6),1335-1347。 |
57. | Yang, Jixia、Diefendorff, James M.(2009)。The relations of daily counterproductive workplace behavior with emotions, situational antecedents, and personality moderators: A diary study in Hong Kong。Personnel Psychology,62(2),259-295。 |