:::

詳目顯示

回上一頁
題名:Relationships among Customer Incivility, Emotional Exhaustion, and Withdrawal Behaviors: The Moderating Role of Perceived Service Training Utility, Personality Hardness
書刊名:運動與遊憩研究
作者:葉晶雯
作者(外文):Yeh, Ching-wen
出版日期:2022
卷期:16:3
頁次:頁54-70
主題關鍵詞:顧客無禮行為情緒耗竭退卻行為知覺服務訓練效用人格韌性Customer incivilityEmotional exhaustionWithdrawal behaviorsPerceived service training utilityPersonality hardness
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:60
  • 點閱點閱:3
期刊論文
1.Thayer, R. E.、Newman, J. R.、McClain, T. M.(1994)。Self-Regulation of Mood: Strategies for Changing a Bad Mood, Raising Energy, and Reducing Tension。Journal of Personality and Social Psychology,67(5),910-925。  new window
2.Bartone, Paul T.、Roland, Robert R.、Picano, James J.、Williams, Thomas J.(2008)。Psychological Hardiness Predicts Success in US Army Special Forces Candidates。International Journal of Selection and Assessment,16(1),78-81。  new window
3.Rothbard, Nancy P.、Wilk, Steffanie L.(2011)。Waking Up on the Right or Wrong Side of the Bed: Start-of-Workday Mood, Work Events, Employee Affect, and Performance。Academy of Management Journal,54(5),959-980。  new window
4.Fox, S.、Spector, P. E.(1999)。A model of work frustration-aggression。Journal of Organizational Behavior,20(6),915-931。  new window
5.Johnson, Hazel-Anne M.、Spector, Paul E.(2007)。Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process?。Journal of Occupational Health Psychology,12(4),319-333。  new window
6.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
7.Mazerolle, Paul、Maahs, Jeff(2000)。General Strain and Delinquency: An alternative examination of conditioning influences。Justice Quarterly,17(4),753-778。  new window
8.Judge, T. A.、Scott, B. A.、Ilies, R.(2006)。Hostility, job attitudes, and workplace deviance: Test of a multilevel model。Journal of Applied Psychology,91,126-138。  new window
9.Dollard, M. F.、Winefield, H. R.、Winefield, A. H.、De Jonge, J.(2000)。Psychosocial Job Strain and Productivity in Human Service Workers: A Test of the Demand-control-support Model。Journal of Occupational and Organizational Psychology,73(4),501-510。  new window
10.Grandey, Alicia A.、Dickter, David N.、Sin, Hock-Peng(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
11.Gupta, N.、Jenkins, G. D. Jr.(1991)。Rethinking dysfunctional employee behaviors。Human Resource Management Review,1(1),39-59。  new window
12.McColl-Kennedy, J. R.、Anderson, R. D.(2002)。Impact of leadership style and emotions on subordinate performance。The Leadership Quarterly,13,545-559。  new window
13.Spector, P. E.(1982)。Behavior in Organization as a Function of Employee's Locus of control。Psychological Bulletin,91(3),482-497。  new window
14.Eder, P.、Eisenberger, R.(2008)。Perceived organizational support: Reducing the negative influence of coworker withdrawal behavior。Journal of Management,34(1),55-68。  new window
15.Spector, P. E.(1988)。Development of the work locus of control scale。Journal of Occupational Psychology,61(4),335-340。  new window
16.Harris, L. C.、Ogbonna, E.(2009)。Service sabotage: The dark side of service dynamics。Business Horizons,52(4),325-335。  new window
17.Jang, S. J.、Johnson, B. R.(2005)。Gender, religiosity, and reactions to strain among African Americans。The Sociological Quarterly,46(2),323-357。  new window
18.Eisenberger, Robert、Armeli, Stephen、Rexwinkel, Barbara、Lynch, Patrick D.、Rhoades, Linda(2001)。Reciprocation of perceived organizational support。Journal of Applied Psychology,86(1),42-51。  new window
19.Cortina, Lilia M.、Magley, Vicki J.、Williams, Jill Hunter、Langhout, Regina Day(2001)。Incivility in the workplace: incidence and impact。Journal of Occupational Health Psychology,6(1),64-80。  new window
20.Sliter, Michael T.、Sliter, Katherine A.、Jex, Steve M.(2012)。The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance。Journal of Organizational Behavior,33(1),121-139。  new window
21.Ramirez, A. J.、Graham, J.、Richards, M. A.、Cull, A.、Gregory, W. M.、Leaning, M. S.、Timothy, A. R.、Snashall, D. C.(1995)。Burnout and psychiatric disorder among cancer clinicians。British Journal of Cancer,71(6),1263-1269。  new window
22.Saxton, Mary J.、Phillips, James S.、Blakeney, Roger N.(1991)。Antecedents and consequences of emotional exhaustion in the airline reservations service sector。Human Relations,44(6),583-595。  new window
23.Kern, J. H.、Grandey, A. A.(2009)。Customer incivility as a social stressor: The role of race and racial identity for service employees。Journal of Occupational Health Psychology,14(1),46-57。  new window
24.Stephens, J. P.、Heaphy, E. D.、Carmeli, A.、Spreitzer, G. M.、Dutton, J. E.(2013)。Relationship quality and virtuousness: Emotional carrying capacity as a source of individual and team resilience。Journal of Applied Behavioral Science,49(1),13-41。  new window
25.Muraven, M.、Slessareva, E.(2003)。Mechanisms of self-control failure: Motivation and limited resources。Personality and Social Psychology Bulletin,29(7),894-906。  new window
26.Brotheridge, Celeste M.、Lee, Raymond T.(2002)。Testing a conservation of resources model of the dynamics of emotional labor。Journal of Occupational Health Psychology,7(1),57-67。  new window
27.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
28.Cho, M.、Bonn, M. A.、Han, S. J.、Lee, K. H.(2016)。Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance。International Journal of Contemporary Hospitality Management,28(12),2888-2912。  new window
29.Hur, W. M.、Moon, T. W.、Han, S. J.(2015)。The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion。Journal of Service Theory and Practice,25(4),394-413。  new window
30.Karatepe, O. M.(2015)。Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?。International Journal of Contemporary Hospitality Management,27(1),4-26。  new window
31.Scott, S. G.、Bruce, R. A.(1994)。Determinants of innovative behavior: A path model of individual innovation in the workplace。Academy of Management Journal,37(3),580-607。  new window
32.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。new window  延伸查詢new window
33.Rosse, J. G.、Hulin, C. L.(1985)。Adaptation to work: An analysis of employee health, withdrawal, and change。Organizational Behavior and Human Decision Processes,36(3),324-347。  new window
34.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
35.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
36.Gaines, J.、Jermier, J. M.(1983)。Emotional exhaustion in a high stress organization。Academy of Management Journal,26(4),567-586。  new window
37.Wright, Thomas A.、Cropanzano, Russell(1998)。Emotional exhaustion as a predictor of job performance and voluntary turnover。Journal of Applied Psychology,83(3),486-493。  new window
38.林鉦棽、凌欣慧(20040100)。雙重承諾理論系統下之生涯階段對員工組織退卻行為與組織公民行為的影響:以護理從業人員為例。朝陽商管評論,3(1),19-54。new window  延伸查詢new window
39.Ashill, N. F.(2009)。Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees。Journal of Services Marketing,23(5),338-350。  new window
40.Deery, S.、Iverson, R.、Walsh, J.(2002)。Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal。Journal of Management Studies,39(4),471-496。  new window
41.Grzeda, M. M.、Prince, J. B.(1997)。Career motivation measures: a test of convergent and discriminant validity。International Journal of Human Resource Management,8(2),172-196。  new window
42.Hoopes, L.(1999)。Team resilience absorb change without creating dysfunction。Executive Excellence,16(5)。  new window
43.Wilson, N. L.、Holmvall, C. M.(2013)。The development and validation of the incivility from customers scale。Journal of Occupational Health Psychology,18(3),310-326。  new window
44.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。  new window
45.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
46.Eisenberger, Robert、Huntington, Robin、Hutchison, Steven、Sowa, Debora(1986)。Perceived Organizational Support。Journal of Applied Psychology,71(3),500-507。  new window
47.Maslach, Christina、Jackson, Susan E.(1981)。The Measurement of Experienced Burnout。Journal of Organizational Behavior,2(2),99-113。  new window
圖書
1.Dollard, John C.、Doob, L. W.、Miller, N. E.、Mowrer, O. H.、Sears, R. R.(1939)。Frustration and Aggression。New Haven, CT:Yale University Press。  new window
2.Hochschild, Arlie Russell(1997)。The Time Bind: When Work Becomes Home and Home Becomes Work。New York:Metropolitan Books。  new window
3.Hobfoll, Steven E.(1998)。Stress, Culture, and Community: The Psychology and Philosophy of Stress。Plenum Press。  new window
4.Berry, L. L.(1983)。Relationship marketing。American Marketing Association。  new window
5.Hoopes, L.、Kelly, M.(2004)。Managing change with personal resilience。MK Books。  new window
圖書論文
1.Clore, G. L.、Schwarz, N.、Conway, M.(1994)。Affective causes and consequences of social information processing。Handbook of Social Cognition: Basic Processes。Lawrence Erlbaum Associates。  new window
2.Hobfoll, S. E.、Shirom, A.(2001)。Conservation of resources theory: Applications to stress and management in the workplace。Handbook of organizational behavior。Marcel Dekker。  new window
3.Weiss, H. M.、Cropanzano, R.(1996)。Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work。Research in organizational behavior。Elsevier Science/JAI Press。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
1. 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
2. 消費者無禮行為與運動俱樂部員工之工作敬業和工作滿意度:知覺組織支持的調節
3. 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
4. 華人社會的潛規則偏好:概念初探與量表建構
5. 角色壓力與職場退縮傾之研究--以心理資本為調節變項
6. 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
7. 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
8. 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
9. 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
10. 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
11. 大學職員職場霸凌知覺與心理健康關係之研究--兼論情緒耗竭之中介效果與因應策略之調節效果
12. 公務人員工作負荷對情緒耗竭之影響--情緒智力與工作特性之調節效果
13. 自我監控對情緒勞務與身心健康之調節效果--以南部地區特殊教育學校教師為例
14. 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
15. 每日偽裝情緒的負面效應:探討服務人員每日表層演出對其職家衝突與身心健康的影響以及員工協助方案的緩衝效果
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE