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題名:顧客負面事件影響顧客導向公民行為、服務破壞行為的認知與情感歷程:服務人員顧客導向特質與情緒展示規則的干擾效果
書刊名:組織與管理
作者:紀乃文 引用關係陳珮綺林宥吟
作者(外文):Chi, Nai-wenChen, Pei-chiLin, Yu-yin
出版日期:2017
卷期:10:2
頁次:頁155-200
主題關鍵詞:服務破壞行為情緒展示規則顧客負面事件顧客導向公民行為顧客導向特質Service sabotageDisplay rulesCustomer negative eventsPerspective takingCustomer orientation
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(3) 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:2
  • 共同引用共同引用:509
  • 點閱點閱:4
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
9.Evans, J. S. B. T.(2008)。Dual-processing accounts of reasoning, judgment, and social cognition。Annual Review of Psychology,59,255-278。  new window
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。  new window
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。  new window
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。  new window
13.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
14.Harris, L. C.、Reynolds, K. L.(2003)。The Consequences of Dysfunctional Customer Behavior。Journal of Service Research,6(2),144-161。  new window
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。  new window
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。  new window
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。  new window
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。  new window
19.Stanovich, K. E.、West, R. F.(2000)。Advancing the rationality debate。Behavioral and Brain Sciences,23(5),701-717。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。new window  延伸查詢new window
25.Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing Construct Validity in Organizational Research。Administrative Science Quarterly,36(3),421-458。  new window
26.Harris, L. C.、Ogbonna, E.(2009)。Service sabotage: The dark side of service dynamics。Business Horizons,52(4),325-335。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
39.Gremler, D. D.、Gwinner, K. P.(2008)。Rapport-building strategies used by retail employees。Journal of Retailing,84(3),308-324。  new window
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。  new window
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。  new window
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。  new window
43.Schuler, R. S.(1975)。Sex, organizational level, and outcome importance: Where the differences are。Personnel Psychology,28(3),365-375。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。  new window
49.Whetten, D. A.(1989)。What constitutes a theoretical contribution?。Academy of Management Review,14(4),490-495。  new window
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。  new window
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。  new window
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。  new window
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。  new window
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。new window  延伸查詢new window
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。  new window
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。  new window
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。  new window
學位論文
1.劉羿均(2006)。觀光產業員工工作標準化與服務品質關係之研究--服務行為之中介角色(碩士論文)。中國文化大學,臺北。  延伸查詢new window
圖書
1.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
2.Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。  new window
3.Hayes, Andrew F.(2013)。Introduction to mediation, moderation, and conditional process analysis: A regression-based approach。Guilford Press。  new window
其他
1.Selig, J. P.,Preacher, K. J.(2008)。Monte Carlo method for assessing mediation: An interactive tool for creating confidence intervals for indirect effects,http://www.quantpsy.org/medmc/medmc.htm。  new window
圖書論文
1.Folger, R.、Cropanzano, R.(2001)。Fairness theory: Justice as accountability。Advances in organizational justice。Stanford, CA:Stanford University Press。  new window
2.Liu, D.、Zhang, Z.、Wang, M.(2012)。Mono-level and multilevel mediated moderation and moderated mediation: Theorizing and test。Empirical methods in organization and management research。Beijing:Peking University Press。  new window
 
 
 
 
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