臺灣博碩士論文加值系統

先前的研究認為，員工的情緒可能與情緒勞動有關。研究文獻指出，需要更多的研究來調查員工和情感勞動的正向和負向情緒之間的關係。因此，本研究的第一個目的是確認員工是否會影響情緒勞動。
從理論上講，目前的研究如情緒傳染理論和情感事件理論提供了解釋客戶情緒和員工情緒相互之間的關係。雖然服務交流是由員工和顧客之間的雙向互動，但大多數研究僅針對員工的情緒對顧客情緒的影響，很少文獻關注於顧客情緒對員工情緒的影響。鑑於對上述情緒勞動與員工情緒可能具有關聯，本研究試圖著重探索導致員工情緒的前置因素為何，顧客情緒是否會反過來影響員工情緒，其為導致員工情緒的前置變數。因此，本研究的第二個目的是探討顧客情緒是否可能影響員工情緒。
本研究從一線服務人員在餐廳或餐飲業工作人員為樣本，蒐集250份有效問卷分析研究。本研究利用結構方程模型（SEM）來驗證研究框架和假設。從理論上講，驗證如過去情緒傳染理論和情感事件理論，解釋客戶情緒和員工情緒之間的關係。除此之外，本研究在驗證上發現不同以往的結果，其現象可能與台灣服務業環境有關。在實踐中，這一研究結果可以幫助服務提供商和一線服務人員如何在服務上，通過合適的員工情緒表現（即情緒勞動）提供符合顧客的服務。

Prior studies found that employee emotion may be related with emotional labor. Researchers indicated that more studies are needed to investigate the relationship between the positive and negative affectivity of employees and emotional labor. Thus, the first purpose of this study is to investigate whether employee emotion may affect emotional labor.
Although a service interaction is composed of a double interaction between employees and customers, most of studies investigated the influence of employee emotions on customer emotions, but very few literature paid attention to effects of customer emotions on employee emotions. Given the possible effects of employee emotions on emotional labor as mentioned above, it is essential to explore the potential antecedent variables of employee emotions such as customer emotions. Thus, the second purpose of this study is to explore whether customer emotions may influence the employee emotions.
The participants chosen from FLEs working in restaurants or catering industry, and 250 questionnaires was distributed to participants. This study utilize structural equation modeling (SEM) to verify the research framework and hypotheses. In theory, the current study applies the emotional contagion theory and affective events theory to provide the explanations for the relationships between customer emotions and employee emotions. In practice, the findings of this study may help the service providers and FLEs to attract customers and provide qualified customer service by presenting a suitable employee display emotion (i.e., emotional labor).

第一章：介紹-06
第二章：文獻回顧
2.1 員工與顧客情緒-08
2.2 情緒勞動-08
2.3 研究架構-13
第三章：研究方法
3.1 抽樣程序-13
3.2 問卷量表-14
3.2 資料分析-17
第四章：結果
4.1 結構模型-18
4.2 信度分析-19
4.3 驗證式因素分析-20
4.4 模型評估-25
4.5 路徑分析-28
第五章：討論
5.1 結果總結-30
5.2限制和未來研究方向-31
參考文獻-33
圖表
表格3.1：顧客正向情緒量表-15
表格3.2：員工正向情緒量表-15
表格3.3：深層演技量表-16
表格3.4：淺層演技量表-17
表格4.1：樣本結構統計-18
表格4.2：研究模型各構面信度表-20
表格4.3：各構面CFA 分析-22
表格4.4：可靠性，平均變異數萃取量和判別有效性-24
表格4.5：研究模型潛在變項間標準化相關係數-27
表格4.6：配適指標的測量和結構模型-27
表格4.7：模型路徑分析表-29
圖一：研究架構-13
圖二：圖一整體模型的驗證性因素分析-26
圖三：整體模型-28
圖四：假設檢驗結果-29

Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of management journal, 49(6), 1229-1238.
Barnes, D. C., Ponder, N., & Hopkins, C. D. (2014). The impact of perceived customer delight on the frontline employee. Journal of Business Research.
Bless, H., Clore, G. L., Schwarz, N., Golisano, V., Rabe, C., & Wölk, M. (1996). Mood and the use of scripts: Does a happy mood really lead to mindlessness?. Journal of personality and social psychology, 71(4), 665.
Bollen, K.A. (1989). Structural equations with latent variables. New York: Wily.
Brief, A. P., Burke, M. J., George, J. M., Robinson, B. S., & Webster, J. (1988). Should negative affectivity remain an unmeasured variable in the study of job stress?. Journal of Applied Psychology, 73(2), 193.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior,60(1), 17-39.
Byrne B. M. (2001). Structural equation modeling with AMOS. Basic concepts, applications, and programming. New Jersey: Lawrence Erlbaum Association.
Chin, W. W. (1998). Issues and opinion on structural equation modeling, MIS Quarterly, 22(1), 7–16.
Chu, K. H. L., & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
Coté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of management review, 30(3), 509-530.
Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior,24(8), 945-959.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
Diener, E., & Larsen, R. J. (1993). The experience of emotional well-being.
Doll, W.J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly. 18(4), 357–369.
Ekman, P. (1982). 2. Methods for measuring facial action.
Ekman, P., Friesen, W. V., & Simons, R. C. (1985). Is the startle reaction an emotion?. Journal of personality and social psychology, 49(5), 1416.
Fredrickson, B. L., & Joiner, T. (2002). Positive emotions trigger upward spirals toward emotional well-being. Psychological science, 13(2), 172-175.
Friedman, H. S., Prince, L. M., Riggio, R. E., & DiMatteo, M. R. (1980). Understanding and assessing nonverbal expressiveness: The Affective Communication Test. Journal of Personality and Social Psychology, 39(2), 333.
George, J. M. (1991). State or trait: Effects of positive mood on prosocial behaviors at work. Journal of Applied Psychology, 76(2), 299.
Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64(1), 1-23.
Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of occupational health psychology, 12(3), 301.
Goleman, D. (1995). Emotional intelligenceBantam Books. New York.
Gountas, J., & Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal of Business Research, 60(1), 72-75.
Gountas, S., Ewing, M. T., & Gountas, J. I. (2007). Testing airline passengers' responses to flight attendants' expressive displays: The effects of positive affect. Journal of Business Research, 60(1), 81-83.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
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.Academy of management Journal, 46(1), 86-96.
Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must" service with a smile" be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & 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.
Gross, J. J. (1998). Antecedent-and response-focused emotion regulation: divergent consequences for experience, expression, and physiology. Journal of personality and social psychology, 74(1), 224.
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.
Groth, M., & Grandey, A. (2012). From bad to worse: Negative exchange spirals in employee–customer service interactions. Organizational Psychology Review, 2041386612441735.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (Vol. 6). Upper Saddle River, NJ: Pearson Prentice Hall.
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. Cambridge university press.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure.American journal of sociology, 551-575
Hochschild Arlie, R. (1983). The Managed Heart: Commercialization of Human Feeling.
Howard, D. J., & Gengler, C. (2001). Emotional contagion effects on product attitudes. Journal of Consumer Research, 28(2), 189-201.
Humphrey, R. H., Pollack, J. M., & Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 23(2), 151.
Kim, E., & Yoon, D. J. (2012). Why does service with a smile make employees happy? a social interaction model. Journal of Applied Psychology, 97(5), 1059.
Kline, R. B. (2005). Principles and practice of structural equation modeling. New York: The Guilford Press.
Kluger, A. N., & DeNisi, A. (1996). The effects of feedback interventions on performance: a historical review, a meta-analysis, and a preliminary feedback intervention theory. Psychological bulletin, 119(2), 254.
Kring, A. M., Smith, D. A., & Neale, J. M. (1994). Individual differences in dispositional expressiveness: development and validation of the Emotional Expressivity Scale. Journal of personality and social psychology, 66(5), 934.
Neumann, R., & Strack, F. (2000). " Mood contagion": the automatic transfer of mood between persons. Journal of personality and social psychology, 79(2), 211.
Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First- and high order factor models and their invariance across group. Psychological Bulletin, 97(3), 562-582.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.
Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace.Journal of managerial issues, 257-274.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336.
Parkinson, B. (1991). Emotional stylists: Strategies of expressive management among trainee hairdressers. Cognition & Emotion, 5(5-6), 419-434.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of management journal, 44(5), 1018-1027.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of management review, 12(1), 23-37.
Rafaeli, A., & Sutton, R. I. (1990). Busy stores and demanding customers: How do they affect the display of positive emotion?. Academy of Management Journal, 33(3), 623-637.
Ryan, A. M., & Ployhart, R. E. (2003). Customer service behavior. Handbook of psychology.
Schaubroeck, J., & 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.
Scott, B. A., & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of management journal, 54(1), 116-136.
Snyder, M. (1974). Self-monitoring of expressive behavior. Journal of personality and social psychology, 30(4), 526.
Staw, B. M., Sutton, R. I., & Pelled, L. H. (1994). Employee positive emotion and favorable outcomes at the workplace. Organization Science, 5(1), 51-71.
Sutton, R. I., & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores.Academy of Management journal, 31(3), 461-487.
Sutton, R. I. (1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 245-268.
Tan, H. H., Der Foo, M., & Kwek, M. H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47(2), 287-296.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: testing a model of emotional labor. Journal of occupational health psychology, 8(1), 55.
Tsai, W. C. (2001). Determinants and consequences of employee displayed positive emotions. Journal of management, 27(4), 497-512.
Tumbat, G. (2011). Co-constructing the service experience: Exploring the role of customer emotion management. Marketing Theory, 11(2), 187-206.
Van Maanen, J., & Kunda, G. (1989). Research in Organizational Behavior, Vol. 11.
Verbeke, W. J. M. I. (1997). Individual differences in emotional contagion of salespersons: Its effect on performance and burnout. Psychology & Marketing, 617-636.
Wang, K. L., & Groth, M. (2014). Buffering the negative effects of employee surface acting: The moderating role of employee–customer relationship strength and personalized services. Journal of Applied Psychology, 99(2), 341.
Watson, D., & Tellegen, A. (1985). Toward a consensual structure of mood.Psychological bulletin, 98(2), 219.
Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: the PANAS scales. Journal of personality and social psychology, 54(6), 1063.
Weick, K. E. (1979). The social psychology of organizing (Topics in social psychology series).
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work.
Wild, B., Erb, M., & Bartels, M. (2001). Are emotions contagious? Evoked emotions while viewing emotionally expressive faces: quality, quantity, time course and gender differences. Psychiatry research, 102(2), 109-124.
Xanthopoulou, D., Bakker, A. B., & Ilies, R. (2012). Everyday working life: Explaining within-person fluctuations in employee well-being. Human Relations,65(9), 1051-1069.
Zimmermann, B. K., Dormann, C., & Dollard, M. F. (2011). On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads. Journal of Occupational and Organizational Psychology, 84(1), 31-57.