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題名:病患不文明行為對情緒調節的影響:壓力心態與顧客導向的調節式中介模式
書刊名:組織與管理
作者:林鉦棽陳曉鈴賴鳳儀湯蕙娟
作者(外文):Lin, Cheng-chenChen, Hsiao-lingLai, Fong-yiTang, Hui-chuan
出版日期:2022
卷期:15:1
頁次:頁93-138
主題關鍵詞:病患不文明行為情緒調節壓力心態壓力理論顧客導向Patient incivilityEmotional regulationStress mindsetStress theoryCustomer 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(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:522
  • 點閱點閱:4
期刊論文
1.Grandey, Alicia A.、Kern, Julie H.、Frone, Michael R.(2007)。Verbal abuse from outsiders versus Insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor。Journal of Occupational Health Psychology,12(1),63-79。  new window
2.Bowling, Nathan A.、Beehr, Terry A.(2006)。Workplace harassment from the victim's perspective: A theoretical model and meta-analysis。Journal of Applied Psychology,91(5),998-1012。  new window
3.Farrell, Gerald A.、Bobrowski, Christina、Bobrowski, Peter(2006)。Scoping Workplace Aggression in Nursing: Findings from an Australian Study。Journal of Advanced Nursing,55(6),778-787。  new window
4.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。  new window
5.Duffy, Michelle K.、Ganster, Daniel C.、Pagon, Milan(2002)。Social undermining in the workplace。Academy of Management Journal,45(2),331-351。  new window
6.Webster, Jennica R.、Beehr, Terry A.、Love, Kevin(2011)。Extending the challenge-hindrance model of occupational stress: The role of appraisal。Journal of Vocational Behavior,79(2),505-516。  new window
7.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
8.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
9.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。  new window
10.Penney, Lisa M.、Spector, Paul E.(2005)。Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity。Journal of Organizational Behavior,26(7),777-796。  new window
11.Podsakoff, Nathan P.、LePine, Jeffery A.、LePine, Marcie A.(2007)。Differential challenge stressor-hindrance stressor relationships with job attitudes, turnover intentions, turnover, and withdrawal behavior: A meta-analysis。Journal of Applied Psychology,92(2),438-454。  new window
12.Porath, C. L.、Pearson, C. M.(2009)。How Toxic Colleagues Corrode Performance。Harvard Business Review,87(4)。  new window
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14.Donavan, D. Todd、Brown, Tom J.、Mowen, John 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
15.Dormann, Christian、Zapf, Dieter(2004)。Customer-related social stressors and burnout。Journal of Occupational Health Psychology,9(1),61-82。  new window
16.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
17.Mitchell, T. R.、James, L. R.(2001)。Building Better Theory: Time and the Specification of When Things Happen。Academy of Management Review,26(4),530-547。  new window
18.van Jaarsveld, Danielle D.、Walker, David D.、Skarlicki, Daniel P.(2010)。The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility。Journal of Management,36(6),1486-1504。  new window
19.彭台光、林鉦棽(20080200)。組織現象和層次議題:非獨立性資料的概念和實徵。組織與管理,1(1),95-121。new window  延伸查詢new window
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21.Bae, Sung-Heui、Mark, Barbara、Fried, Bruce(2010)。Impact of nursing unit turnover on patient outcomes in hospitals。Journal of Nursing Scholarship,42(1),40-49。  new window
22.Diefendorff, James M.、Richard, Erin M.、Yang, Jixia(2008)。Linking emotion regulation strategies to affective events and negative emotions at work。Journal of Vocational Behavior,73(3),498-508。  new window
23.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。  new window
24.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
25.Walker, David D.、van Jaarsveld, Danielle D.、Skarlicki, Daniel P.(2014)。Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in)civility and negative affectivity。Journal of Applied Psychology,99(1),151-161。  new window
26.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
27.Lim, Sandy、Cortina, Lilia M.、Magley, Vicki J.(2008)。Personal and workgroup incivility: impact on work and health outcomes。Journal of Applied Psychology,93(1),95-107。  new window
28.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
29.Grandey, Alicia A.(2000)。Emotion regulation in the workplace: a new way to conceptualize emotional labor。Journal of Occupational Health Psychology,5(1),95-110。  new window
30.Achor, Shawn、Crum, Alia J.、Salovey, Peter(2013)。Rethinking stress: The role of mindsets in determining the stress response。Journal of Personality and Social Psychology,104(4),716-733。  new window
31.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
32.Thomas, R. W.、Soutar, G. N.、Ryan, M. M.(2001)。The selling orientation-customer orientation (S.O.C.O.) scale: a proposed short form。Journal of Personal Selling and Sales Management,21(1),63-69。  new window
33.Leymann, Heinz(1996)。The content and development of mobbing at work。European Journal of Work and Organizational Psychology,5(2),165-184。  new window
34.Brown, Tom J.、Mowen, John C.、Donavan, D. Todd、Licata, Jane 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
35.Huang, Jason L.、Chiaburu, Dan S.、Zhang, Xin-An、Li, Ning、Grandey, Alicia A.(2015)。Rising to the challenge: deep acting is more beneficial when tasks are appraised as challenging。Journal of Applied Psychology,100(5),1398-1408。  new window
36.Wachner, Trent、Plouffe, Christopher R.、Grégoire, Yany(2009)。SOCO's impact on individual sales performance: The integration of selling skills as a missing link。Industrial Marketing Management,38(1),32-44。  new window
37.Cortina, Lilia M.、Magley, Vicki J.(2009)。Patterns and profiles of response to incivility in the workplace。Journal of Occupational Health Psychology,14(3),272-288。  new window
38.Gallus, J. A.、Bunk, J. A.、Matthews, R. A.、Barnes-Farrell, J. L.、Magley, V. J.(2014)。An eye for an eye? Exploring the relationship between workplace incivility experiences and perpetration。Journal of Occupational Health Psychology,19(2),143-154。  new window
39.Sakurai, Kenji、Jex, Steve M.(2012)。Coworker incivility and incivility targets' work effort and counterproductive work behaviors: The moderating role of supervisor social support。Journal of Occupational Health Psychology,17(2),150-161。  new window
40.Rodell, Jessica B.、Judge, Timothy A.(2009)。Can "Good" Stressors Spark "Bad" Behaviors? The Mediating Role of Emotions in Links of Challenge and Hindrance Stressors with Citizenship and Counterproductive Behaviors。Journal of Applied Psychology,94(6),1438-1451。  new window
41.Wallace, J. C.、Arnold, T.、Edwards, B. D.、Frazier, M. L.、Finch, D. M.(2009)。Work stressors, role-based performance, and the moderating influence of organizational support。Journal of Applied Psychology,94(1),254-262。  new window
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43.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
44.Brotheridge, Céleste M.、Lee, Raymond T.(2003)。Development and validation of the emotional labour scale。Journal of Occupational and Organizational Psychology,76(3),365-379。  new window
45.Glomb, Theresa M.、Tews, Michael J.(2004)。Emotional labor: A conceptualization and scale development。Journal of Vocational Behavior,64(1),1-23。  new window
46.Grandey, Alicia A.、Fisk, Glenda M.、Mattila, Anna S.、Jansen, Karen J.、Sideman, Lori A.(2005)。Is "service with a smile" enough? Authenticity of positive displays during service encounters。Organizational Behavior and Human Decision Processes,96(1),38-55。  new window
47.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
48.Macintosh, Gerrard(2007)。Customer orientation, relationship quality, and relational benefits to the firm。Journal of Services Marketing,21(3),150-159。  new window
49.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。  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.Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review,12(1),23-37。  new window
52.Hobfoll, Stevan E.(1989)。Conservation of Resources: A New Attempt at Conceptualizing Stress。American Psychologist,44(3),513-524。  new window
53.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
54.Dunlap, B. J.、Dotson, Michael J.、Chambers, Terry M.(1988)。Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach。Journal of Business Research,17(2),175-187。  new window
55.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
56.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
57.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
58.Zhang, Yiwen、LePine, Jeffery A.、Buckman, Brooke B.、Wei, Feng(2014)。It's not fair... Or is it? The role of justice and leadership in explaining work stress or-job performance relationships。Academy of Management Journal,57(3),675-697。  new window
59.Dweck, Carol S.(2008)。Can personality be changed? The role of beliefs in personality and change。Current Directions in Psychological Science,17(6),391-394。  new window
60.Abbas, M.、Raja, U.(2019)。Challenge-hindrance stressors and job outcomes: The moderating role of conscientiousness。Journal of Business and Psychology,34(2),189-201。  new window
61.Adams, G. A.、Webster, J. R.(2013)。Emotional regulation as a mediator between interpersonal mistreatment and distress。European Journal of Work and Organizational Psychology,22(6),697-710。  new window
62.Diefendorff, James M.、Croyle, Meredith H.(2008)。Antecedents of emotional display rule commitment。Human Performance,21(3),310-332。  new window
63.Diefendorff, James M.、Gabriel, Allison S.、Nolan, Megan T.、Yang, Jixia(2019)。Emotion regulation in the context of customer mistreatment and felt affect: An event-based profile approach。Journal of Applied Psychology,104(7),965-983。  new window
64.Felblinger, Dianne M.(2008)。Incivility and bullying in the workplace and nurses' shame responses。Journal of Obstetric, Gynecologic & Neonatal Nursing,37(2),234-241。  new window
65.González-Morales, M. Gloria、Neves, Pedro(2015)。When stressors make you work: Mechanisms linking challenge stressors to performance。Work & Stress,29(3),213-229。  new window
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會議論文
1.Burnfield, J. L.、Clark, O. L.、Devendorf, S. A.、Jex, S. M.(2004)。Understanding workplace incivility: Scale development and validation。The 19th Annual Conference of the Society for Industrial and Organizational Psychology。  new window
2.Okubo, K.、Takehashi, H.(2016)。Examination of reliability and validity of a Japanese version of the stress mindset measure。The 57th Annual Congress of the Japan Society of Social Psychology,(會議日期: 2016/05/27-05/31)。  new window
圖書
1.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
2.Dweck, Carol S.(2008)。Mindset: The new psychology of success。Random House。  new window
3.Lazarus, Richard S.、Folkman, Susan(1984)。Stress, appraisal, and coping。Springer。  new window
4.Colquitt, Jason、LePine, Jeffery、Wesson, Michael(2012)。Organizational behavior: Improving performance and commitment in the workplace。McGraw-Hill Education。  new window
圖書論文
1.Bliese, Paul D.(2000)。Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis。Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions。Jossey-Bass。  new window
2.Pindek, Shani、Spector, Paul E.(2015)。Contextual factors in employee mistreatment。Mistreatment in organizations。Emerald。  new window
 
 
 
 
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