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研究生:陳親誼
研究生(外文):Chen, Chin-Yi
論文名稱:自我監控與情緒勞動之相關研究-以顧客參與為干擾變項。
論文名稱(外文):A Study of Emotional Labor and Self-monitoring-Customer Participation as Moderators
指導教授:周建亨周建亨引用關係
指導教授(外文):Chou, Chien-Heng
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:129
中文關鍵詞:自我監控情緒勞動顧客參與
外文關鍵詞:Self-monitoringEmotional Laborcustomer participation
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本研究之研究目的,主要擴充自我監控能力與顧客參與程度對情緒勞動之關係的知識。透過需要高度自我監控能力之業務或服務人員,來探討情緒勞動與顧客參與程度之關係,採以自我監控能力之高低,作為情緒勞動之前置變數,因加入顧客參與程度為干擾變數,能夠較文獻記載以外之層面加以深入研究。本研究調查對象為經銷大台北地區裕隆日產汽車(NISSAN)業務從業人員及保養廠接待人員。總共發出380份問卷,回收375份,有效問卷為331份,回答率為87.1%。
研究結果顯示,自我監控能力與情緒勞動(表面偽裝、深層偽裝)呈現顯著正相關。而顧客參與程度對自我監控能力與表面偽裝間之關係的干擾效果在本研究中並不顯著,但顧客參與程度對自我監控能力與深層偽裝間之關係的干擾效果卻呈現正相關。根據研究發現,本研究探討顧客參與之干擾行為在表面上是看不出來的,但主要是針對員工本身內心感受部分是有影響的,當顧客參與程度愈高時,員工則愈不需要做深層偽裝。
The purpose of this investigation is to study the moderating effect of Customer Par-ticipation on the relation between Self-monitoring and Emotional Labor. In addition, to research the relation between Emotional Labor and Customer Participation by inves-tigating the targeted group of sales professionals and customer service representatives who require high capability of self-monitoring. The data were analyzed by using differ-ent level of self-monitoring to be the antecedent of Emotional Labor.
The data is composed of service contact-employees and car sales professional of Nissan Company in Taiwan and is collected by 375 questionnaires. Among which, 331 are valid, response rate is 87.1% against original 380 issuing copies.
The research indicates that positive relationship exists between Self-Monitoring and Emotional Labor, including surface acting and deep acting. And the moderating effect of Customer Participation was found ambiguous between Self-Monitoring and surface acting. But results also indicate the moderating effect of Customer Participation demonstrates positive relationship on Self-Monitoring and deep acting
As a conclusion, though the moderating effect of Customer Participation is hard to observe, it is obviously that the behavior of deep acting is lower whenever the Customer Participation is higher.
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... viii
圖目錄  ..................... ix
第一章  緒論................... 1
  第一節  研究背景與動機............ 1
  第二節  研究目的............... 6
  第三節  研究重要性.............. 7
  第四節  研究架構............... 8
  第五節  研究範圍與限制............ 10
第二章  文獻探討................. 11
  第一節  情緒勞動............... 11
  第二節  自我監控............... 36
  第三節  顧客參與............... 48
  第四節  研究假設............... 58
第三章  研究方法................. 60
  第一節  抽樣設計............... 60
  第二節  變數操作型定義與問項之衡量...... 62
  第三節  資料來源與收集方法.......... 66
  第四節  統計分析方法與分析架構........ 70
第四章  資料分析與結果.............. 73
  第一節  樣本結構分析............. 73
  第二節  假設檢定分析............. 89
第五章  結論與建議................ 94
  第一節  結論................. 95
  第二節  研究發現之管理意涵.......... 98
  第三節  後續研究建議............. 100
參考文獻 ..................... 102
附錄  研究問卷.................. 124
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