服務人員之情緒要求如何與何時減損服務績效？工作要求-資源模式的觀點_

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	服務人員之情緒要求如何與何時減損服務績效？工作要求-資源模式的觀點
書刊名：	人力資源管理學報
作者：	吳宗祐／鍾佩芳／王瑜榛／高凌政／吳溫真／邱淑芬／葉穎蓉
作者(外文)：	Wu, Tsung-yu／Chung, Pei Fang／Wang, Yu Zhen／Kao, Ling Cheng／Wu, Wen Chen／Chiu, Su Fen／Yeh, Ying-jung
出版日期：	2017
卷期：	17:4
頁次：	頁1-35
主題關鍵詞：	工作要求-資源模式；情緒要求；工作倦怠；服務績效；職業認定；Job demands-resources model；Emotional demands；Job burnout；Service performance；Occupational identity
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:62 點閱:7

本研究依據工作要求—資源模式的觀點，以探討服務人員在工作上的情緒要求如何與何時減損服務績效；具體而言，本研究假設服務人員之情緒要求會透過工作倦怠之中介以減損服務績效（健康耗損歷程），而此一中介歷程會被服務人員之職業認定所調節。本研究透過問卷調查法，蒐集主管與部屬（服務人員）有效對偶資料共211筆，結果發現，服務人員之情緒要求會透過工作倦怠之中介以減損服務績效，服務人員之職業認定會削弱上述中介效果。本研究之理論與實務意涵以及研究限制與未來研究方向，將在最後提出討論

以文找文

Based on the perspectives of job demands-resources model, we explore how and when service provider's emotional demands impair service performance; specifically, we predict that emotional demands negatively affects service performance via the mediator of job burnout (health impairment process), and that this mediating process is moderated by service provider's occupational identity. Using questionnaire survey, we collected supervisor-subordinate (service provider) dyad data and obtained 211 valid pairs of data. Results showed that emotional demands impair service performance via the mediator of job burnout. Occupational identity weakens this mediating process. We discussed the theoretical and practical implications as well as limitations and future research directions at the end

以文找文

期刊論文
1.	Bakker, A. B.、Demerouti, E.(2008)。Towards a model of work engagement。Career Development International，13(3)，209-223。
2.	Chang, Chu-Hsiang Daisy、Ferris, D. Lance、Johnson, Russell E.、Rosen, Christopher C.、Tan, James A.(2012)。Core self-evaluations: A review and evaluation of the literature。Journal of Management，38(1)，81-128。
3.	Neely, A.、Richards, H.、Mills, J.、Platts, K.、Bourne, M.(1997)。Designing performance measures: a structured approach。International Journal of Operations & Production Management，17(11)，1131-1152。
4.	Little, L. M.、Simmons, B. L.、Nelson, D. L.(2007)。Health among leaders: Positive and negative affect, engagement and burnout, forgiveness and revenge。Journal of Management Studies，44(2)，243-260。
5.	Heuven, Ellen、Bakker, Arnold B.、Schaufeli, Wilmar B.、Huisman, Noortje(2006)。The Role of Self-Efficacy in Performing Emotion Work。Journal of Vocational Behavior，69(2)，222-235。
6.	Grandey, A. A.、Chi, N.-W.、Diamond, J. A.(2013)。Show me the money! Do financial rewards for performance enhance or undermine the satisfaction from emotional labor?。Personnel Psychology，66(3)，569-612。
7.	Raub, S.、Liao, H.(2012)。Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance。Journal of Applied Psychology，97(3)，651-667。
8.	Hobfoll, S. E.、Johnson, R. J.、Ennis, N.、Jackson, A. P.(2003)。Resource loss, resource gain, and emotional outcomes among inner city women。Journal of Personality and Social Psychology，84(3)，632-643。
9.	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。
10.	Lepine, Jeffery A.、Podsakoff, Nathan P.、Lepine, Marcie A.(2005)。A meta-analytic test of the challenge stressor-hindrance stressor framework: An explanation for inconsistent relationships among stressors and performance。Academy of Management Journal，48(5)，764-775。
11.	Jourdain, G.、Chênevert, D.(2010)。Job demands-resources, burnout and intention to leave the nursing profession: A questionnaire survey。International Journal of Nursing Studies，47(6)，709-722。
12.	Ashforth, B. E.、Kreiner, G. E.(1999)。"How can you do it?": Dirty work and the challenge of constructing a positive identity。Academy of Management Review，24(3)，413-434。
13.	Kammeyer-Mueller, J. D.、Judge, T. A.、Scott, B. A.(2009)。The role of core self-evaluations in the coping process。Journal of Applied Psychology，94(1)，177-195。
14.	Van Vegchel, N.、de Jonge, J.、Söderfeldt, M.、Dormann, C.、Schaufeli, W. B.(2004)。Quantitative versus emotional demands among Swedish human service employees: moderating effects of job control and social support。International Journal of Stress Management，11(1)，21-40。
15.	Xanthopoulou, D.、Baker, A. B.、Heuven, E.、Demerouti, E.、Schaufeli, W. B.(2008)。Working in the sky: a diary study on work engagement among flight attendants。Journal of Occupational Health Psychology，13(4)，345-356。
16.	Thompson, Edmund R.(2007)。Development and validation of an internationally reliable short-form of the positive and negative affect schedule (PANAS)。Journal of Cross-Cultural Psychology，38(2)，227-242。
17.	Meyer, J. P.、Becker, T. E.、Van Dick, R.(2006)。Social identities and commitments at work: Toward an integrative model。Journal of Organizational Behavior，27(5)，665-683。
18.	Chenhall, R. H.、Langfield-Smith, K.(2007)。Multiple perspectives of performance measures。European Management Journal，25(4)，266-282。
19.	Frone, M. R.、Russell, M.、Cooper, M. L.(1995)。Job stressors, job involvement and employee health: A test of identity theory。Journal of Occupational and Organization Psychology，68(1)，1-11。
20.	Salanova, M.、Schaufeli, W. B.(2008)。A cross-national study of work engagement as a mediator between job resources and proactive behaviour。The International Journal of Human Resource Management，19(1)，116-131。
21.	Kelley, S. W.、Hoffman, K. D.(1997)。An Investigation of Positive Affect, Prosocial Behaviors and Service Quality。Journal of Retailing，73(3)，407-427。
22.	Bono, J. E.、Glomb, T. M.、Shen, W.、Kim, E.、Koch, A. J.(2013)。Building Positive Resources: Effects of Positive Events and Positive Reflection on Work Stress and Health。Academy of Management Journal，56(6)，1601-1627。
23.	Fullerton, R. A.、Punj, G.(1993)。Choosing to misbehave: A structural model of aberrant consumer behavior。Advances in Consumer Research，20，570-574。
24.	Xanthopoulou, D.、Bakker, A. B.、Dollard, M. F.、Demerouti, E.、Schaufeli, W. B.、Taris, T. W.、Schreurs, P. J. G.(2007)。When do job demands particularly predict burnout?: the moderating role of job resources。Journal of Managerial Psychology，22(8)，766-786。
25.	Elovainio, M.、Kivimäki, M.(2001)。The effects of personal need for structure and occupational identity in the role stress process。The Journal of Social Psychology，141(3)，365-378。
26.	Kristensen, Tage S.、Borritz, Marianne、Villadsen, Ebbe、Christensen, Karl Bang(2005)。The Copenhagen Burnout Inventory: A New Tool for the Assessment of Burnout。Work & Stress，19(3)，192-207。
27.	Bakker, Arnold B.、Demerouti, Evangelia、Schaufeli, Wilmar B.(2003)。Dual processes at work in a call centre: An application of the job demands-resources model。European Journal of Work and Organizational Psychology，12(4)，393-417。
28.	Hakanen, Jari J.、Schaufeli, Wilmar B.、Ahola, Kirsi(2008)。The job demands-resources model: A three-year cross-lagged study of burnout, depression, commitment, and work engagement。Work & Stress，22(3)，224-241。
29.	Luyckx, K.、Duriez, B.、Klimstra, T. A.、De Witte, H.(2010)。Identity statuses in young adult employees: Prospective relations with work engagement and burnout。Journal of Vocational Behavior，77(3)，339-349。
30.	Baumeister, R. F.(2002)。Ego depletion and self-control failure: An energy model of the self's executive function。Self and Identity，1(2)，129-136。
31.	Baumeister, R. F.、Bratslavsky, E.、Muraven, M.、Tice, D. N.(1998)。Ego depletion: Is the active self a limited resource?。Journal of Personality and Social Psychology，74(5)，1252-1265。
32.	Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model。Human Resource Management，30(3)，335-364。
33.	Pratt, M. G.、Rockmann, K. W.、Kaufmann, J. B.(2006)。Constructing professional identity: The role of work and identity learning cycles in the customization of identity among medical residents。Academy of Management Journal，49(2)，235-262。
34.	Kao, F. H.、Cheng, B. S.、Kuo, C. C.、Huang, M. P.(2014)。Stressors, withdrawal, and sabotage in frontline employees: The moderating effects of caring and service climates。Journal of Occupational and Organizational Psychology，87(4)，755-780。
35.	Borucki, C. C.、Burke, M. J.(1999)。An examination of service-related antecedents to retail store performance。Journal of Organizational Behavior，20(6)，943-962。
36.	Liao, Hui、Toya, Keiko、Lepak, David P.、Hong, Ying(2009)。Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality。Journal of Applied Psychology，94(2)，371-391。
37.	Edwards, Jeffrey R.、Lambert, Lisa Schurer(2007)。Methods for integrating moderation and mediation: A general analytical framework using moderated path analysis。Psychological Methods，12(1)，1-22。
38.	Prentice, C.、King, B. E.(2013)。Impacts of Personality, Emotional Intelligence and Adaptiveness on Service Performance of Casino Hosts: A Hierarchical Approach。Journal of Business Research，66(9)，1637-1643。
39.	Grandey, A. A.、Gabriel, A. S.(2015)。Emotional Labor at a Crossroads: Where Do We Go from Here?。Annual Review of Organizational Psychology and Organizational Behavior，2，323-349。
40.	Hirschi, A.(2012)。Callings and work engagement: Moderated mediation model of work meaningfulness, occupational identity, and occupational self-efficacy。Journal of Counseling Psychology，59(3)，479-485。
41.	Ibarra, H.、Barbulescu, R.(2010)。Identity as narrative: Prevalence, effectiveness, and consequences of narrative identity work in macro work role transitions。Academy of Management Review，35(1)，135-154。
42.	Ggeng, L.、Li, S.、Zhou, W.(2011)。The Relationships among Emotional Exhaustion, Emotional Intelligence, and Occupational Identity of Social Workers in China。Social Behavior and Personality: An International Journal，39(3)，309-319。
43.	吳宗祐、甘雅菱、溫宗霖、廖紘億(20160900)。被主管苛責，找奧客出氣？由自我控制損害與社會學習之觀點探討主管不當督導到服務人員情緒宣洩的心理機制。人力資源管理學報，16(3)，61-92。延伸查詢
44.	Xanthopoulou, D.、Bakker, A. B.、Fischbach, A.(2013)。Work engagement among employees facing emotional demands: The role of personal resources。Journal of Personnel Psychology，12(2)，74-84。
45.	Huynh, J. Y.、Xanthopoulou, D.、Winefield, A. H.(2014)。The Job Demands-Resources Model in emergency service volunteers: Examining the mediating roles of exhaustion, work engagement and organizational connectedness。Work & Stress，28(3)，305-322。
46.	Cordes, Cynthia L.、Dougherty, Thomas W.(1993)。A review and an integration of research on job burnout。Academy of Management Review，18(4)，621-656。
47.	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。
48.	Schneider, Benjamin、Ehrhart, Mark G.、Mayer, David M.、Saltz, Jessica L.、Niles-Jolly, K.(2005)。Understanding organization-customer links in service settings。Academy of Management Journal，48(6)，1017-1032。
49.	Thau, Stefan、Mitchell, Marie S.(2010)。Self-Gain or Self-Regulation Impairment? Tests of Competing Explanations of the Supervisor Abuse and Employee Deviance Relationship Through Perceptions of Distributive Justice。Journal of Applied Psychology，95(6)，1009-1031。
50.	Bakker, Arnold B.、Demerouti, Evangelia、Sanz-Vergel, Ana Isabel(2014)。Burnout and work engagement: The JD-R approach。Annual Review of Organizational Psychology and Organizational Behavior，1，389-411。
51.	Wu, C.-M.、Chen T.-J.(2015)。Psychological contract fulfillment in the hotel workplace: Empowering leadership, knowledge exchange, and service performance。International Journal of Hospitality Management，48，27-38。
52.	Ashcraft, K. L.(2013)。The glass slipper: "Incorporating" occupational identity in management studies。Academy of Management Review，38，6-31。
53.	Bakker, A. B.、Demerouti, E.、Taris, T. W.、Schaufeli, W. B.、Schreurs, P. J. G.(2003)。A multigroup analysis of the job demands-resources model in four home care organization。International Journal of Stress Management，10，16-38。
54.	Clausen, T.、Nielsen, K.、Carneiro, I. G.、Borg, V.(2012)。Job demands, job resources and longâterm sickness absence in the Danish eldercare services: A prospective analysis of registerâbased outcomes。Journal of Advanced Nursing，68，127-136。
55.	de Jonge, J.、Blanc, P. M.、Peeters, M. C. W.、Noordom, H.(2008)。Emotional job demands and the role of matching job resources: A cross-sectional survey study among health care workers。International Journal of Nursing Studies，45，1460-1469。
56.	Harris, R.、Simons, M.、Willis, P.、Carden, P.(2003)。Exploring complementarity in on-and off-job training for apprenticeships。International Journal of Training and Development，7，82-92。
57.	Hu, Qiao、Schaufeli, Wilmar B.、Taris, Toon W.(2016)。Extending the job demands-resources model with guanxi exchange。Journal of Managerial Psychology，31(1)，127-140。
58.	Karatepe, O. M.、Keshavarz, S.、Nejati, S.(2010)。Do core self-evaluations mediate the effect of coworker support on work engagement? A study of hotel employees in Iran。Journal of Hospitality and Tourism Management，17，62-71。
59.	Kidd, J. M.、Green, F.(2006)。The careers of research scientists: Predictors of three dimensions of career commitment and intention to leave science。Personnel Review，35(3)，229-251。
60.	Lin, Yi-Ting、Liu, Nien-Chi(2016)。High performance work systems and organizational service performance: The roles of different organizational climates。International Journal of Hospitality Management，55，118-128。
61.	Welbourne, T. M.、Paterson, T. A.(2017)。Advancing a richer view of identity at work: The role-based identity scale。Personnel Psychology，70，315-356。
62.	Walsh, G.、Yang, Z.、Dose, D.、Hille, P.(2015)。The effect of job-related demands and resources on service employees' willingness to report complaints: Germany versus China。Journal of Service Research，18，193-209。
63.	van Gelderen, B. R.、Konijn, E. A.、Bakker, A. B.(2017)。Emotional labor among police officers: A diary study relating strain, emotional labor, and service performance。The International Journal of Human Resource Management，28，852-879。
64.	Van den Broeck, A.、De Cuyper, N.、De Witte, H.、Vansteenkiste, M.(2010)。Not all job demands are equal: Differentiating job hindrances and job challenges in the job demands-resources model。European Journal of Work and Organizational Psychology，19，735-759。
65.	Tetrick, L. E.、Winslow, C. J.(2015)。Workplace stress management interventions and health promotion。Annual Review of Organizational Psychology and Organizational Behavior，2，583-603。
66.	Solnet, D.、Paulsen, N.(2006)。Service climate, employee identification, and customer outcomes in hotel property rebrandings。Journal of Hospitality & Leisure Marketing，13(3/4)，3-27。
67.	Stryker, S.(1977)。Developments in "two social psychologies": Toward an appreciation of mutual relevance。Sociometry，40，145-160。
68.	Ng, T. W. H.、Feldman, D. C.(2008)。Long work hours: A social identity perspective on meta-analysis data。Journal of Organizational Behavior，29(7)，853-880。
69.	Nelson, A. J.、Irwin, J.(2014)。"Defining what we do-all over again": Occupational identity, technological change, and the librarian/internet-search relationship。Academy of Management Journal，57(3)，892-928。
70.	Menguc, B.、Auh, S.、Yeniaras, V.、Katsikeas, C. S.(2017)。The role of climate: Implications for service employee engagement and customer service performance。Journal of the Academy of Marketing Science，45，428-451。
71.	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
72.	MacKinnon, David P.、Lockwood, Chondra M.、Hoffman, Jeanne M.、West, Stephen G.、Sheets, Virgil(2002)。A comparison of methods to test mediation and other intervening variable effects。Psychological Methods，7(1)，83-104。
73.	Judge, Timothy A.、Bono, Joyce E.、Erez, Amir、Locke, Edwin A.(2005)。Core self-evaluations and job and life satisfaction: The role of self-concordance and goal attainment。Journal of Applied Psychology，90(2)，257-268。
74.	Liaw, Y.-J.、Chi, N.-W.、Chuang, A.(2010)。Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support。Journal of Business and Psychology，25(3)，477-492。
75.	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。
76.	Duckworth, Angela Lee、Steen, Tracy A.、Seligman, Martin E. P.(2005)。Positive psychology in clinical practice。Annual Review of Clinical Psychology，1(1)，629-651。
77.	Seligman, Martin E. P.、Steen, Tracy A.、Park, Nansook、Peterson, Christopher(2005)。Positive Psychology Progress: Empirical Validation of Interventions。American Psychologist，60(5)，410-421。
78.	Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identity。Academy of Management Review，18(1)，88-115。
79.	Bailey, J. J.、McCollough, M. A.(2000)。Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences。Journal of Professional Services Marketing，20(2)，51-72。
80.	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。
81.	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。
82.	Liao, Hui、Chuang, Aichia C.(2004)。A multilevel investigation of factors influencing employee service performance and customer outcomes。Academy of Management Journal，47(1)，41-58。
83.	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。
84.	Carson, K. D.、Bedeian, A. G.(1994)。Career commitment: Construction of a measure and examination of its psychometric properties。Journal of Vocational Behavior，44(3)，237-262。
85.	Crawford, E. R.、LePine, J. A.、Rich, B. L.(2010)。Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test。Journal of Applied Psychology，95(5)，834-848。
86.	Seligman, Martin E. P.、Csikszentmihalyi, Mihaly(2000)。Positive psychology: An introduction。American Psychologist，55(1)，5-14。
87.	Cavanaugh, Marcie A.、Boswell, Wendy R.、Roehling, Mark V.、Boudreau, John W.(2000)。An empirical examination of self-reported work stress among U.S. managers。Journal of Applied Psychology，85(1)，65-74。
88.	Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。
89.	Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review，12(1)，23-37。
90.	Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。
91.	Bakker, Arnold B.、Demerouti, Evangelia(2007)。The job demands-resources model: State of the art。Journal of Managerial Psychology，22(3)，309-328。
92.	Bakker, A. B.、Demerouti, E.、Verbeke, W.(2004)。Using the job demands-resources model to predict burnout and performance。Human Resource Management，43(1)，83-104。
93.	De Jonge, J.、Dormann, C.(2006)。Stressors, resources and strain at work: A longitudinal test of the triple match principle。Journal of Applied Psychology，91(6)，1359-1374。
94.	Chi, N. W.、Grandey, A. A.、Diamond, J. A.、Krimmel, K. R.(2011)。Want a tip? Service performance as a function of emotion regulation and extraversion。Journal of Applied Psychology，96(6)，1337-1346。
95.	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。
96.	Ashforth, Blake E.、Harrison, Spencer H.、Corley, Kevin G.(2008)。Identification in organizations: An examination of four fundamental questions。Journal of Management，34(3)，325-374。
97.	Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。
98.	Maslach, Christina、Schaufeli, Wilmar B.、Leiter, Michael P.(2001)。Job Burnout。Annual Review of Psychology，52(1)，397-422。
99.	Meyer, John P.、Allen, Natalie J.、Smith, Catherine A.(1993)。Commitment to Organizations and Occupations: Extension and Test of A Three-Component Conceptualization。Journal of Applied Psychology，78(4)，538-551。
100.	Luthans, Fred、Youssef, Carolyn M.(2007)。Emerging Positive Organizational Behavior。Journal of Management，33(3)，321-349。
101.	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。
102.	Xanthopoulou, Despoina、Bakker, Arnold B.、Demerouti, Evangelia、Schaufeli, Wilmar B.(2007)。The role of personal resources in the job demands-resources model。International Journal of Stress Management，14(2)，121-141。
103.	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。
104.	Maslach, Christina、Jackson, Susan E.(1981)。The Measurement of Experienced Burnout。Journal of Organizational Behavior，2(2)，99-113。
105.	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。

圖書
1.	Brown, A.、Kirpal, S.、Rauner, F.(2007)。Identities at work。Dordrecht：Springer。
2.	Flaxman, E.、Guerrero, A.、Gretchen, D.(1997)。Career development effects of career magnets versus comprehensive schools。Berkeley, CA：National Center for Research in Vocational Education。
3.	Hackman, J. Richard、Oldham, Greg R.(1980)。Work Redesign。Addison-Wesley Publishing Company。
4.	Holland, J. L.、Gottfredson, G. D.、Nafziger, J. H.(1985)。Making Vocational choices: A theory of vocational personalities and work environments。Englewood Cliffs, NJ：Prentice-Hall。
5.	Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。
6.	Hayes, Andrew F.(2013)。Introduction to mediation, moderation, and conditional process analysis: A regression-based approach。Guilford Press。

圖書論文
1.	Grandey, A. A.、Brauburger, A. L.(2002)。The emotion regulation behind the customer service smile。Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior。San Francisco, CA：Jossey-Bass。
2.	Kenny, D. A.、Kashy, D. A.、Bolger, N.(1998)。Data analysis in social psychology。The handbook of social psychology。New York：McGrill-Hill。
3.	Wiley, M. G.、Alexander, C. N. Jr.(1987)。From situated activity to self-attribution: The impact of social structural schemata。Self and identity: psychosocial perspectives。Wiley。
4.	Burke, R. J.、Richardsen, A. M.(2001)。Psychological Burnout in Organizations: Research and Intervention。Handbook of Organizational Behavior。New York, NY：Marcel Dekker。
5.	Hobfoll, S. E.、Shirom, A.(2001)。Conservation of resources theory: Applications to stress and management in the workplace。Handbook of organizational behavior。Marcel Dekker。
6.	Bakker, A. B.、Demerouti, E.(2014)。Job demands-resources theory。Wellbeing: A complete reference guide, vol. 3: Work and wellbeing。New York：Wiley。
7.	Baruch, Y.、Cohen, A.(2007)。The dynamics between organisational commitment and professional identity formation at work。Identities at work。Dordrecht：Springer。
8.	Grandey, A. A.、Diefendorff, J. M.、Rupp, D. E.(2013)。Bringing emotional labor into focus: A review and investigation of three research lenses。Emotional labor in the 21st century: Diverse perspectives on emotional regulation at work。New York：Routledge。
9.	Hockey, G. R. J.(1993)。Cognitive-energetical control mechanisms in the management of work demands and psychological health。Attention, selection, awareness, and control: A tribute to donald broadbent。Oxford：Oxford University Press。
10.	LeBreton, J. M.、Wu, J.、Bing, M. N.(2009)。The truth(s) on testing for mediation in the social and organizational sciences。Statistical and methodological myths and urban legends: Doctrine, verity, and fable in the organizational and social sciences。New York：Routledge。
11.	Skorikov, V. B.、Vondracek, F. W.(2011)。Occupational identity。Handbook of identity theory and research。New York：Springer。
12.	Brislin, R. W.(1980)。Translation and content analysis of oral and written material。Handbook of cross-cultural psychology: Methodology。Boston, Massachusetts：Allyn and Bacon。
13.	Borman, Walter C.、Motowidlo, Stephan J.(1993)。Expanding the Criterion Domain to Include Elements of Contextual Performance。Personnel selection in organizations。Jossey-Bass。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	旅館第一線員工情緒勞務對工作倦怠及組織承諾之影響：工作要求-資源模式觀點
2.	繁體中文版「獲得型-保護型自我監控量表」之發展與信效度考驗
3.	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
4.	社區照顧關懷據點服務志工情緒勞務的前置因素與其結果關連性之研究
5.	Relationships among Customer Incivility, Emotional Exhaustion, and Withdrawal Behaviors: The Moderating Role of Perceived Service Training Utility, Personality Hardness
6.	「有禮」抑或「有理」：飯店櫃檯勞動人員服務過程中的轉折與深淺層演出
7.	就業職能與職業距離對薪資之影響：社工勞力市場之檢視
8.	華人社會的潛規則偏好：概念初探與量表建構
9.	角色壓力與職場退縮傾之研究--以心理資本為調節變項
10.	情緒在每一個服務瞬間：從情感事件理論探討人際公平對服務人員情緒及顧客導向的影響
11.	情緒勞務與建言行為關係之研究--以主動性人格為調節變項
12.	公務員情緒勞務、知覺組織支持對工作滿意度之影響：以新北市基層戶政人員為例
13.	時間控制感對健康耗損歷程的調節效果：工作要求-資源理論之時間性觀點
14.	國小教師之職場靈性、組織承諾、情緒耗竭對因應策略之影響
15.	應用日誌法探究餐飲業顧客無禮行為對服務人員情緒耗竭之影響：跨層次分析

1.	華人社會的潛規則：表裡不一與陽奉陰違
2.	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
3.	警察人員情緒勞動、心理資本、工作滿意與工作績效關係之研究
4.	私立科技大學教師工作壓力、自我效能、正向思考、社會支持與幸福感之研究
5.	教育行政人員從事志工者之休閒涉入、情緒耗竭、心流體驗與抽離傾向關係之研究 -以工作需求資源模型為基礎
6.	國民小學校長知識領導、教師工作活力、學校組織學習與競爭優勢關係之研究
7.	員工正向情緒表達影響因素之研究：交易層次分析與個人變數之跨層次干擾效果
8.	大學行政人員知覺組織支持、組織創新、工作活力與工作績效關係之研究-以獲教學卓越計畫大學為例
9.	史羅二氏工作狂量表中文版心理計量特質驗證及其前因後果模式相關因素之驗證研究
10.	情緒耗竭模式之建構與驗證－「資源保存理論」之觀點

1.	The Adaptation and Internalization Process of Emotional Labor--(The 2010 IACMR Conference, Shanghai, China)

無相關著作

1.	學校組織氣氛與教師自我效能關係之研究--以高雄市立國民中學為例
2.	運用R建立文字探勘平臺應用於電視收視率預測
3.	以永續觀點探討傳統型節慶活動遊客價值、滿意度與忠誠度關係之研究--以遊客特性為調節變數
4.	醫療大數據概述
5.	中小企業卓越經營關鍵成功因素之研究
6.	公務人員對人事人員的角色期望與服務滿意度：以高雄市政府為例
7.	旅館櫃檯人員的工作生活品質與工作壓力對工作績效之影響
8.	非營利組織推動臺北市老人長照服務之研究
9.	以資訊系統實施成功模式為基礎探討醫師對健保雲端藥歷系統的使用與評價之初探
10.	社會資本、資訊分享行為與創新接受度關聯性之研究--以Facebook社群為例
11.	美容從業人員競爭與情緒勞務關係之研究
12.	從顧客需求的觀點探討服務系統特性之研究：以高雄市汽車旅館業為例
13.	CEO雙重性與企業經營危機關聯性之研究
14.	新式查核報告對財務報表資訊揭露之影響
15.	資訊系統品質、情感依附、使用者滿意度與使用後行為意圖之研究--以Facebook社群網站為例

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫