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Title: | 員工工作滿意度與組織公民行為對顧客導向與顧客滿意度之影響─以情緒勞動為中介 The Effects of Job Satisfaction and Organizational Citizenship Behavior on Customer Orientation and Satisfaction: Emotional Labor as a Mediator |
Authors: | Wen Luo 羅雯 |
Advisor: | 林俊昇 |
Keyword: | 員工工作滿意度,組織公民行為,情緒勞動, job satisfaction,organizational citizenship behavior,emotional labor, |
Publication Year : | 2011 |
Degree: | 碩士 |
Abstract: | 服務人員的情緒近年來相當受到學界的重視,因為情緒在人與人的互動過程中具有重要的功能,而服務人員是代表整個組織和顧客互動,在過程中的表現將影響顧客對於整個組織的觀感。因此,服務人員有時必須管理自己的表情、行為舉止以及內心感受來表達出組織或顧客所要求、期待的情緒,稱為「情緒勞動」,而情緒勞動依員工改變的深度,可分為「深層演出」及「淺層演出」,過去研究指出員工的情緒勞動會影響到顧客是否覺得自己有受到重視,即顧客導向,進而影響到顧客滿意度。在情緒勞動前因的部分,過去鮮少有學者對於員工個人心理層面的因素上進行較深入的探討,故本研究以情緒勞動作為員工的工作滿意度和其組織公民行為,以及顧客導向、顧客滿意度的中介變項,並提出假說,利用288組有效顧客、服務人員配對來進行假說檢定及驗證。研究結果顯示,員工工作滿意度和組織公民行為對其深層演出有正向的關聯,對淺層演出則是反向關聯;而深層演出和淺層演出分別對顧客導向有正向及反向的關聯,但對顧客滿意度的直接影響效果並不顯著,而是透過顧客導向的中介來間接影響顧客滿意度。 Emotional labor has been increasingly discussed in service research due to the important role of service employees-customers interactions in service delivery. Prior studies have indicated two emotional labor strategies: surface acting and deep acting. However, antecedents of employees’ adoption of emotional labor strategies have received limited attention. As current studies regarding antecedent of emotional labor mostly focused on organization and job characteristic, there is a lack of empirical research on the role of individual factors of service employees. In addressing the research gap, this study attempts to develop a model focusing on the individual factor related antecedents of emotional labor strategies, while linking emotional labor strategies to the customer perceptions and evaluations. Dyadic survey data from 288 service employees-customers pairs was collected. Results show that job satisfaction and organizational citizenship behavior have positive effects on deep acting while have negative effects on surface acting. Deep acting has a positive effect on perceived customer orientation while surface acting has a negative effect on perceived customer orientation. Customer orientation has a positive effect on customer satisfaction. Emotional labor affects customer satisfaction through the mediation of customer orientation. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/23811 |
Fulltext Rights: | 未授權 |
Appears in Collections: | 國際企業學系 |
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ntu-100-1.pdf Restricted Access | 457.11 kB | Adobe PDF |
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