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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇(Jiun-Sheng Chris Lin) | |
| dc.contributor.author | Hao-Chien Hsu | en |
| dc.contributor.author | 徐豪謙 | zh_TW |
| dc.date.accessioned | 2021-06-08T04:15:11Z | - |
| dc.date.copyright | 2010-08-10 | |
| dc.date.issued | 2010 | |
| dc.date.submitted | 2010-08-09 | |
| dc.identifier.citation | 一、 中文部分
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/22302 | - |
| dc.description.abstract | 良好的員工工作滿意度可導致良好的顧客滿意度，過去的相關研究常利用連結員工與顧客的回應資料來探討員工工作滿意度與顧客滿意度之間的關係，而主要研究結果顯示，員工工作滿意度與顧客滿意度之間可透過服務品質的中介來影響顧客滿意度。然而，相關研究指出，員工與顧客進行服務接觸時，員工工作滿意度可影響員工情緒與員工情感傳遞，進而影響顧客情緒與滿意度。因此，「情緒」應該也是員工工作滿意度與顧客滿意度之間的中介變數，然而目前的相關研究卻付之厥如。在服務業行銷領域中，以情緒為主題探討服務接觸的相關研究包括「情緒勞動」與「情緒感染」；本研究提出以情緒勞動與情緒感染作為員工工作滿意度與顧客滿意度間的中介模型，提出假說，並透過193組顧客與服務人員的樣本進行問卷調查，進行假說之檢定。實證結果顯示，員工工作滿意度與顧客滿意度之間可透過情緒勞動與情感染的中介來影響顧客滿意度。 | zh_TW |
| dc.description.abstract | Research linking employee job satisfaction to customer satisfaction has primarily focused on service quality as a mediator. However, relevant studies indicated that employee job satisfaction will affect service employees' emotional labor, which in turn affects the emotional contagion between service employees and customers, resulting in customer satisfaction. In other words, the relationship between employee job satisfaction and customer satisfaction could be possibly mediated by emotional labor and emotional contagion, yet there has been little empirical research exploring this issue. This research integrates related literature to build a model linking employee job satisfaction to customer satisfaction through emotional labor and emotional contagion. Dyadic survey data from 193 service employee-customer pair showed that emotional labor and emotional contagion mediate the relationship between employee job satisfaction and customer satisfaction. Results, implications and directions for future research are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T04:15:11Z (GMT). No. of bitstreams: 1 ntu-99-R97724017-1.pdf: 378488 bytes, checksum: 0dd39bbaf8656e65fd6e82c09f38cbfd (MD5) Previous issue date: 2010 | en |
| dc.description.tableofcontents | 誌 謝 ........................................... I
摘 要 .......................................... II Abstract.........................................III 目 錄 ......................................... IV 表 目 錄 ........................................ V 圖 目 錄 ....................................... VI 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 員工工作滿意度與顧客滿意度 ....................... 4 第二節 情緒勞動 .................................. 5 第三節 情緒感染 .................................. 7 第四節 員工工作満意度、淺層演出與深層演出..................................8 第五節 淺層演出與深層演出、員工情感傳遞.................................9 第六節 淺層演出與深層演出、顧客情緒.................................10 第七節 員工情感傳遞、顧客情緒.................................11 第八節 顧客情緒、顧客満意度.................................12 第九節 員工情感傳遞、顧客満意度.................................13 第三章 研究方法 ................................... 14 第一節 研究架構 ................................. 15 第二節 研究假說 ................................. 16 第三節 研究變數定義與衡量........................... 17 第四節 研究設計與研究工具........................... 19 第五節 資料分析方法 .............................. 20 第四章 研究結果 ................................... 21 第一節 樣本特性分析 .............................. 22 第二節 衡量模型分析 .............................. 28 第三節 線性結構關係模式 ........................... 36 第五章 研究結論與建議 .............................. 42 第一節 研究結論 ................................. 42 第二節 研究貢獻 ................................. 45 第三節 管理意涵 ................................. 47 第四節 研究限制與後續研究建議 ........................ 50 參考文獻 ....................................... 51 | |
| dc.language.iso | zh-TW | |
| dc.subject | 情緒感染 | zh_TW |
| dc.subject | 員工工作滿意度 | zh_TW |
| dc.subject | 顧客滿意度 | zh_TW |
| dc.subject | 情緒勞動 | zh_TW |
| dc.subject | Employee Job Satisfaction | en |
| dc.subject | Emotional Contagion | en |
| dc.subject | Emotional Labor | en |
| dc.subject | Customer Satisfaction | en |
| dc.title | 員工工作滿意度對顧客滿意度之影響─以情緒勞動與情緒感染為中介 | zh_TW |
| dc.title | Linking Employee Job Satisfaction to Customer Satisfaction: Emotional Labor and Emotional Contagion as Mediators | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 98-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 仁立中,陳厚銘 | |
| dc.subject.keyword | 員工工作滿意度,顧客滿意度,情緒勞動,情緒感染, | zh_TW |
| dc.subject.keyword | Employee Job Satisfaction,Customer Satisfaction,Emotional Labor,Emotional Contagion, | en |
| dc.relation.page | 57 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2010-08-09 | |
| 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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