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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇(Jiun-Sheng Chris Lin) | |
| dc.contributor.author | Chin-Sheng Wang | en |
| dc.contributor.author | 王晉聲 | zh_TW |
| dc.date.accessioned | 2021-06-08T00:52:43Z | - |
| dc.date.copyright | 2015-08-28 | |
| dc.date.issued | 2015 | |
| dc.date.submitted | 2015-06-17 | |
| dc.identifier.citation | Abuhamdeh, S., & Csikszentmihalyi, M. (2009). Intrinsic and extrinsic motivational orientations in the competitive context: An examination of person–situation interactions. Journal of personality, 77(5), 1615-1635.
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/18148 | - |
| dc.description.abstract | 情緒勞動是服務人員在與顧客的互動過程中，表現出被期望的正面情緒並壓抑負面情緒。而當內在情緒與被期待情緒不一致時，服務人員一般會採取兩種不同的策略，包含(1)淺層演出:僅透過壓抑及假裝來修正外在行為表現，以及(2)深層演出:透過同理心及正向思考來調節內在感受。本研究旨在探討內外在動機對於服務人員採取不同情緒勞動策略的影響，以及不同的情緒勞動策略對顧客覺知的顧客導向以及顧客滿意度之影響。
研究結果發現內在動機與外在動機對深層演出具有顯著的正向關係，對淺層演出則有顯著的負向關係。另一方面，深層演出對於顧客導向和顧客滿意度均有顯著正面影響，反之，淺層演出則對兩者皆有顯著的負面影響。此外，顧客導向與顧客滿意度也具有顯著的正向關係。 | zh_TW |
| dc.description.abstract | Emotional labor is the display of expressing expected positive emotions and suppressing negative emotions by service agents during service encounters. When there is discrepancy between inner feelings and expected emotions, employees can choose between two acting strategies, surface acting (faking or suppressing emotions) and deep acting (modifying inner feelings with empathy or positive refocus). In this research, we extend emotional labor theories, proposing and testing a model that includes emotional labor strategy as well as the antecedents of emotional labor strategies. Results suggested that both antecedents, intrinsic and extrinsic motivations, have positive influence on deep acting, which consequently enhances customer orientation and satisfaction. On the contrary, intrinsic and extrinsic motivations are both negatively related to surface acting, which lead to negative evaluation of customer orientation and satisfaction. Implications, limitations and future research directions are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T00:52:43Z (GMT). No. of bitstreams: 1 ntu-104-R99724040-1.pdf: 2889065 bytes, checksum: 083698d3b4d822d476249948559b2d9f (MD5) Previous issue date: 2015 | en |
| dc.description.tableofcontents | 口試委員審定書 I
致謝 II 中文摘要 III 英文摘要 IV 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 情緒勞動 4 第二節 動機與自我決定理論 7 第三節 模型建立 9 第四節 情緒勞動策略與顧客導向 11 第五節 情緒勞動策略與顧客滿意度 12 第六節 顧客導向與顧客滿意度 13 第三章 研究方法 14 第一節 研究架構 14 第二節 研究假說 15 第三節 研究變數定義與衡量 16 第四節 研究設計與研究工具 18 第五節 資料分析方法 19 第四章 研究結果 20 第一節 樣本特性分析 20 第二節 衡量模型分析 25 第三節 線性結構方程式驗證 32 第五章 研究結論與建議 37 第一節 研究結論 37 第二節 研究貢獻 40 第三節 管理意涵 41 第四節 研究限制與後續研究建議 42 參考文獻 45 | |
| dc.language.iso | zh-TW | |
| dc.title | 服務人員情緒勞動策略之動機前因探討 | zh_TW |
| dc.title | The Influence of Intrinsic and Extrinsic Motivations on Emotional Labor Strategies | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 103-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 許瑋元(Carol Hsu),連勇智(Yung-Chih Lien) | |
| dc.subject.keyword | 情緒勞動,內在動機,外在動機,深層演出,淺層演出,顧客導向,顧客滿意度, | zh_TW |
| dc.subject.keyword | emotional labor,intrinsic motivation,extrinsic motivation,deep acting,surface acting,customer orientation,customer satisfaction, | en |
| dc.relation.page | 52 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2015-06-17 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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