請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/23811完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇 | |
| dc.contributor.author | Wen Luo | en |
| dc.contributor.author | 羅雯 | zh_TW |
| dc.date.accessioned | 2021-06-08T05:10:26Z | - |
| dc.date.copyright | 2011-07-27 | |
| dc.date.issued | 2011 | |
| dc.date.submitted | 2011-07-13 | |
| dc.identifier.citation | 參考文獻
一、中文部分 1.行政院主計處(2010)，「國民所得統計摘要」。 2.行政院主計處(2010)，「99年人力資源調查統計年報」。 3.周文賢(2001)，「多變量統計分析—SAT/STAT之應用」，台北：智勝。 4.邱皓政(2003) ，「結構方程模式—LISREL的理論、技術與應用」，台北：雙葉。 5.黃俊英(1999)，「行銷研究-管理與技巧(第六版)」，台北：華泰。 6.張紹勳(2001)，「結構方程模式」，台北：雙葉。 二、英文部分 1.Abraham, R. (1998), “Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators,” Genetic, Social, and General Psychology Monographs, 124(2), 229-246. 2.Athanassopoulos, A., Gounaris, S., and Stathakopoulos, V. (2001), “Behavioral Responses to Customer Satisfaction: An Empirical Study,” European Journal of Marketing, 35(6), 687-707. 3.Anderson, J. C., and Gerbing, D. W. (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, 103(3), 411-423. 4.Anderson, E. W., Fornell, C., and Lehmann, D. R. (1994), “Customer Satisfaction, Market Share, and Profitability: Finings from Sweden,” Journal of Marketing, 58(3), 53-66. 5.Arvey, R, D., Renz, G. L., & Watson, T. W. (1998), “Emotionality and job performance: Implications for personnel selection,” Research in Personnel and Human Resources Management, 16, 103-147. 6.Ashforth, B. E., and Humprey, R. H. (1993). “Emotional Labor in Service Roles: The Influence of Identity,” Academy of Management Review, 18(1), 88-115. 7.Bagozzi, R.P., and Phillips, L.W. (1982), “Representing and Testing Organizational Theories: A Holistic Construal,” Administrative Science Quarterly, 27(3), 459-489. 8.Bagozzi, R. P., Yi, Y., and Phillips, L. W. (1991), “Assessing Construct Validity in Organizational Research,” Administrative Science Quarterly, 36, 421-458. 9.Bailey, J. J., Gremler, D. D., and McCollough, M. A. (2001), “Service Encounter Emotional Value: The Dyadic Influence of Customer and Employee Emotions,” Service Marketing Quarterly, 23, 1-25. 10.Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, 54, 69-82. 11.Bitner, M., Booms, B. H., and Tetrault, M. S. (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54(1), 71-84. 12.Bolton, R. N., and Lemon, K. N. (1999), “A Dynamic Model of Customer’s Usage of Services: Usage as An Antecedent and Consequence of Satisfaction,” Journal of Marketing Research, 36(2), 171-186. 13.Borman, W. C., and Motowidlo, S.J. (1993). “Expanding the Criterion Domain to Include Elements of Contextual Performance,” In N. Schmott & W. C. Borman (Ed.), Personnel Selection in Organizations. San Francisco, CA: Jossey-Bass. 14.Borman, W. C., and Motowidlo, S. J. (1997), “Task Performance and Contextual Performance: The Meaning for Personnel Selection Research,” Human Performance, 10(2), 99-109. 15.Bove, L. L., and Johnson, L. W. (2000), “A Customer-service Worker Relationship Model,” International Journal of Service Industry Management, 11(5), 491-511. 16.Bowen, D. E. (1990), “Interdisciplinary Study of Service: Some Progress, Some Prospects,” Journal of Business Research, 20, 71-79. 17.Bowen, D. E., Schneider, B., and Kim, S. S. (2000), “Shaping Service Cultures throught Strategic Human Resource Management,” in T. A. Swarts & D. Iacobucci (Ed.), Handbook of Service Marketing and Management. Thousand Oaks, San Francisco, CA: Sage, 439-454. 18.Brady, M. K., and Cronin, J., Jr. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,” Journal of Marketing, 65(1), 34-49. 19.Brief, A. P., and Motowidlo, S. J. (1986), “Prosocial Organization Behaviors,” Academy of Management Review, 11(4), 710-725. 20.Brown, S. P., and Peterson, R. A. (1993), “Antecedents and Consequences of Salesperson Job Satisfaction: Meta- Analysis and Assessment of Causal Effects,” Journal of Marketing Research, 30(1), 64-77. 21.Brown, T. J., Mowen, J.C., Donavan, D. T., and Licata, J. 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. 22.Brotheridge, C. M., and Grandey, A. A. (2002), “Emotional Labor and Burnout: Comparing Two Perspectives of ‘People Work’,” Journal of Vocational Behavior, 60(1), 17-39. 23.Chiou, J. S., Droge, C., and Hanvanuch, S. (2002), “Does Customer Knowledge Affect How Loyalty is formed?,” Journal of Service Research, 5(2), 113-124. 24.Diefendorff, J. M., Croyle, M. H., and Gosserand, R. H. (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies,” Journal of Vocational Behavior, 66, 339-357. 25.Ekman, P., and Friesen, W. V. (1975), Unmasking the Face, Englewood Cliffs, , NJ: Prentice-Hall. 26.Fisher, C. D., and Ashkanasy, N. M. (2000), “The Emerging Role of Emotions in Work Life: An Introduction,” Journal of Organizational Behavior, 21(2), 123-129. 27.Fornell, C. (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 56(1), 6-21. 28.Goffman, E. (1959), Presentation of Self in Everyday Life. New York, NY: Overlook Press. 29.Grandey, A. A. (2000), “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor,” Journal of Occupational Health Psychology, 5(1), 95-110. 30.Grandey, A., and Brauburger, A. (2002), “The Emotion Regulation behind the Customer Service Smile,” in R. Lord, R. Klimoski, and R. Kanfer (Ed.). Emotions in the Workplace: Understanding the Structure and Role of Emotions in Organizational Behavior, San Francisco, CA: Jossey-Bass, 260-294 31.Grandey, A. A. (2003), “When ‘The Show Must Go on’: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery,” The Academy of Management Journal, 46(1), 86-96. 32.Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., and Sideman, L. 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. 33.Gosserand R. H., and Difendorff, J. M. (2005), “Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment,” Journal of Applied Psychology, 90(6), 1256-1264. 34.Groth, M., Henning-Thurau, T., and Walsh, G. (2006), “A Conceptual Model of the Effects of Emotional Labor Strategies on Customer Outcomes,” Research on Emotion in Organization, 2, 219-236. 35.Groth, M., Henning-Thurau, T., and Walsh, G. (2009), “Customer Reactions to Emotional Labor: The Role of Employee Acting Strategies and Customer Detection Accuracy,” Academy of Management Journal, 52(5), 958-974. 36.Henning-Thurau, T. (2004), “Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment, and Retention,” International Journal of Service Industry Management, 15(5), 460-478. 37.Hinkin, T. R. (1998), “A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires,” Organizational Research Methods, 1(1), 104-121. 38.Hochschild, A. R. (1983), The Managed Heart, Berkeley CA: University of California Press. 39.Homburg, C., and Stock, R. M. (2004), “The Link between Salespeople’s Job Satisfaction and Customer Orientation in a Business-to-Business Context: A Dyadic Analysis,” Journal of the Academy of Marketing Science, 32(2), 144-158. 40.Hoppock, R. (1935), Job Satisfaction, New York, NY: Prentice-Hall. 41.Joreskog, K. G. (1971), “Simultaneous Factor Analysis in Several Populations,” Psychometrika, 36(4), 409-426. 42.Judge, T. A., Woolf, E. F., and Hurst, C. (2009), “Is Emotional Labor More Difficult for Some than for Others? A Multilevel Experience-Sampling Study,” Personnel Psychology, 62, 57-88. 43.Kelloway, E. K., Loughlin, C., Barling, J., and Nault, A. (2002), “Self-Reported Counterproductive Behaviors and Organizational Citizenship Behaviors: Separate but Related Construct,” International Journal of Selection and Assessment, 10(1/2), 143-151. 44.Locke, Edwin A. (1976), “The Nature and Causes of Job Satisfaction,” in Handbook of Industrial and Organizational Psychology, Marvin Dunnette (Ed.), Chicago: Rand McNally, 1297-1350. 45.MacKenzie, S. B., Podsakoff, P. M., and Ahearne, M. (1998), “Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance,” Journal of Marketing, 62(3), 87-98. 46.Mano, H., and Oliver, R. L. (1993), “Accessing the Dimensionality and Structure of Consumption Experience: Evaluation, Feeling and Satisfaction,” Journal of Consumer Research, 20(3), 451-466. 47.Morris, J. A., and Feldman, D. C. (1996), “The Dimensions, Antecedents, and Consequences of Emotional Labor,” Academy of Management Review, 21(4), 986-1010. 48.Organ, D. W. (1997), “Organization Citizenship Behavior: It’s Construct Clean-Up Time,” Human Performance, 10(2), 85-97. 49.Organ, D. W., Podsakoff, P. M., and MacKenzie, S. B. (2006), Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences, Thousand Oaks, San Francisco, CA: Sage. 50.Parkers, S. K., and Axtell, C. M. (2001), “Seeing another Viewpoint: Antecedents and Outcomes of Employee Perspective Taking,” Academy of Management Journal, 44(6), 1085-1011. 51.Podsakoff, P.M., and MacKenzie, S. B. (1997), “The Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestions of Future Research,” Human Performance, 10, 133-151. 52.Rafaeli, A., and Sutton, R. I. (1987), “Expression of Emotion as Part of the Work Role,” Academy of Management Review, 12(1), 23-37. 53.Rafaeli, A., and Sutton, R. I. (1989), “The Expression of Emotion in Organizational Life,” Research in Organizational Behavior, 11, 1-42. 54.Ryan, A. M., Chan, D., Ployhart, R. E., and Slade, L. A. (1999), “Employee Attitude Surveys in a Multination Organization: Considering Language and Culture in Assessing Measurement Equivalence,” Personnel Psychology, 52(1), 37-58. 55.Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1998), “SERQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64, 12-40. 56.Pugh, S. D. (2001), “Service with A Smile: Emotional Contagion in the Service Encounter,” Academy of Management Journal, 44(5), 1018-1027. 57.Pugliesi, K. (1999), “The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being,” Motivation and Emotion, 23(2), 125-154. 58.Putnam, L. L., and Mumby, D. K. (1993), “Organizations, Emotion and the Rationality,” in S. Fineman(Ed.), Emotion in Organization. Thousand Oaks, San Francisco, CA: Sage. 59.Ranaweera, C., and Prabhu, J. (2003), “The Influence of Satisfaction, Trust and Switching Barriers on Customer Retention in a Continuous Purchasing Setting,” International Journal of Service Industry Management, 14(4), 374-395. 60.Schaubroeck, J., and Jones, J. R. (2000), “Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms,” Journal of Organizational Behavior, 21(2), 163-183. 61.Schnake, M. E. (1983), “An Empirical Assessment of the Effects of Affective Reponse in the Measurement of Organizational Climate,” Personnel Psychology, 36(4), 791-804. 62.Srinivasan, S. S., Anderson, R., Ponnavolu, K. (2002), “Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences,” Journal of Retailing, 78(1), 41-50. 63.Tsai, W.-C. (2001), “Determinants and Consequences of Employee Displayed Positive Emotions,” Journal of Management, 27, 497-512. 64.Tsai, W.-C., and Huang, Y.-M. (2002), “Mechanisms Linking Employee Affective Delivery and Customer Behavioral Intentions,” Journal of Applied Psychology, 87(5), 1001-1008. 65.Vroom, V. H. (1969), Work and Motivation. New York, NY: John Wiley and Sons. 66.Walsh, G., and Beatty, S. E. (2007), “Customer-Based Corporate Reputation of A Service Firm: Scale Development and Validation,” Journal of the Academy of Marketing Science, 35, 127-143. 67.Wharton, A. S. (1993), “The Affective Consequences of Service Work,” Work and Occupation, 20, 205-232. 68.Williams, M. R., and Attaway, J. S. (1996), “Exploring Salespersons’ Customer Orientation as A Mediator Organizational Culture’s Influence on Buyer-Seller Relationships,” Journal of Personal Selling & Sales Management, 16(4), 33-52. 69.Yi, Y. and Jeon, H. (2003), “Effect of Loyalty Programs on Value Perception, Program Loyalty, and Brand Loyalty,” Journal of the Academy of Marketing Science, 31(3), 229-240. | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/23811 | - |
| dc.description.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。 | zh_TW |
| dc.description.abstract | 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. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T05:10:26Z (GMT). No. of bitstreams: 1 ntu-100-R98724038-1.pdf: 468080 bytes, checksum: 56c299606d809075d97b06cd9fb0d2e3 (MD5) Previous issue date: 2011 | en |
| dc.description.tableofcontents | 目錄
致謝..............................................I 摘要..............................................II 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 情緒勞動......................................4 第二節 工作滿意度與組織公民行為.........................6 第三節 假說推導......................................7 第三章 研究方法......................................10 第一節 研究結構......................................10 第二節 研究假說......................................11 第三節 研究變數定義與衡量..............................12 第四節 研究設計與研究工具..............................14 第五節 資料分析方法...................................15 第四章 資料分析......................................16 第一節 樣本特性分析 ...................................16 第二節 衡量模型分析 ...................................21 第三節 線性結構關係模式................................27 第四節 假說驗證結果 ...................................30 第五章 研究結論與建議..................................31 第一節 討論與總結.....................................31 第二節 管理意涵.......................................34 第三節 研究限制與後續研究建議 ...........................35 參考文獻.............................................36 | |
| dc.language.iso | zh-TW | |
| dc.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 | zh_TW |
| dc.title | The Effects of Job Satisfaction and Organizational Citizenship Behavior on Customer Orientation and Satisfaction: Emotional Labor as a Mediator | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 99-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳厚銘,任立中 | |
| dc.subject.keyword | 員工工作滿意度,組織公民行為,情緒勞動, | zh_TW |
| dc.subject.keyword | job satisfaction,organizational citizenship behavior,emotional labor, | en |
| dc.relation.page | 42 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2011-07-13 | |
| 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 | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| ntu-100-1.pdf 未授權公開取用 | 457.11 kB | Adobe PDF |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。