跳到主要內容

臺灣博碩士論文加值系統

(18.97.14.89) 您好!臺灣時間:2024/12/13 14:13
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:林政佑
研究生(外文):Cheng-Yu Lin
論文名稱:員工情感表達與顧客情緒之探討
論文名稱(外文):Exploring Employee Affective Delivery and Customer Emotionin the Service Encounter
指導教授:林俊昇林俊昇引用關係
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:國際企業學研究所
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:2008
畢業學年度:96
語文別:中文
論文頁數:59
中文關鍵詞:情緒感感員工情感表達顧客情緒
外文關鍵詞:emotional contagionemployee affective deliverycustomer emotion
相關次數:
  • 被引用被引用:3
  • 點閱點閱:545
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
在顧客關係研究領域中,鮮少有研究探討員工情感表達對顧客情緒及對服務評價的影響,亦尚未有研究建立模型來探討此種情緒感染之前因後果。本研究主要的目的是希望能發展出一個情緒感染模型,瞭解與測試員工情感表達如何影響顧客情緒。我們提出員工與顧客間情緒感染的前因包含三大因素:服務環境、工作團隊氣氛、及員工內在經驗情緒,而認為在員工與顧客於情緒感染後之結果則包括:顧客滿意度與行為意圖。

研究結果顯示,員工內在經驗情緒、工作團隊氣氛與服務環境等三項前因皆對於員工情感表達具有顯著的影響,而當員工與顧客之間存在正向的情緒感染時,則會使得顧客具有高滿意度與正向行為意圖。本研究顯示出情緒感染在服務過程中的重要性,並且提供服務業者改善服務結果的參考。
Past empirical evidence has indicated that emotional contagion between service employees and customers can influence customer reactions (e.g., customer satisfaction, behavirol intention). This study extends previous research, proposing and testing a model that includes emotional contagion as well as its antecedents and consequences. Data were collected from 217 employee-customer pairs in Taiwan. Results showed that the employee affective delivery influences the customer emotions and improve customer satisfaction, while customer emotion affects satisfaction and behavioral intention. We also found that the antecedents, including employee experienced emotion, work group mood and service environment, have positive influence on employee’s affective delivery.
誌謝 I
摘 要 II
目 錄 IV
表 目 錄 V
圖 目 錄 VI
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
第一節情緒感染 4
第二節 員工情感表達 6
第三節 員工內在經驗情緒、工作團隊氣氛與員工情感表達 8
第四節服務環境、員工情感表達與消費者情緒 10
第五節 員工情感表達、顧客正向情緒與服務接觸滿意度 12
第六節 顧客正面情緒、服務接觸滿意度與行為意圖 14
第三章 研究方法 16
第一節 研究架構 17
第二節 研究假說 18
第三節 研究變數定義與衡量 19
第四節 研究設計與研究工具 22
第五節 資料分析方法 23
第四章 研究結果 24
第一節 樣本特性分析 24
第二節 衡量模型分析 29
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 46
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 52
一、中文部分
1.邱皓政(2003),「結構方程模式—LISREL的理論、技術與應用」,雙葉書廊
2.黃俊英(1999),「行銷研究-管理與技巧,第六版,華泰書局」
3.周文賢(2001),「多變量統計分析-SAT/STAT之應用」,智勝文化
4.張紹勳(2001),「結構方程模式」,雙葉書廊

二、英文部分
1.Ambady, N. and Robert, R.(1992),”Thin Slices of Expressive Behavior as Predictors of Interpresonal Consequences: A Meta-Analysis,” Psychological Bulletin, 111(2), 256-74.
2.Ashforth, B,E, and Humphrey, R.H.(1993)”Emotional labor in service roles: the influence of indentity”, Academy of Management Review,18(1),88-115
3.Babin, B. J. and Attaway, J. S. (2000), "Atmospheric affect as a tool for creating value and gaining share of customer", Journal of Business Research, 49 (August), 91.
4.Babin, B. J. and Darden, W. R. (1995), "Consumer self-regulation in a retail environment", Journal of Retailing, 71 (Spring), 47-70.
5.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 Quaterly, 23(1), 1-24
6.Baker, J.(1987), "The Role of the Environment in Marketing Services: The Consumer Perspective," in The Services Challenge: Integrating for Competitive Advantage, John A. Czepiel, Carole A. Congram, and James Shanahan, eds. Chicago: American Marketing Association, 79-84.
7.Baker, J., Grewal, D. and Parasuraman, A. (1994), "The influence of store environment on quality inferences and store image", Journal of the Academy of Marketing Science, 22 (Fall), 328-339.


8.Barger P. B., Grandey A. A.(2006),” Service With a Smile and Encounter Satisfaction:Emotion Contagion and Apprasial Mechanism”,Academy of Management Journal,41(6),1229-1238
9.Barsade, S. G.(1998), "The ripple effect: Emotional contagion in groups." Unpublished manuscript, School of Managemen
10.Barsade, G. S. (2002) "The ripple effect: Emotional contagion and its influence on group behavior," Administrative Science Quarterly, 47( 4), 644-675.
11.Bartel C,A.and Saavedra R.(2000),”The collective construction of work group moods”,Administrative Science Quarterly,45(2),197-233

12.Bernieri, F. J. (1988), "Coordinated movement and rapport in student-teacher interactions.",Journal of Non- verbal Behavior, 12,120-138.
13.Berry, L., and Terry C.(1986),''Four Ways to Services More Tangible,'' Business, October-December, 53-54.
14.Bitner, M. J. (1990), "Evaluating Service Encounters: The effects of physical surroundings and employee responses", Journal of Marketing, 54 (April), 69-82.
15.Bitner, M. J. (1992), "Servicescapes: The impact of physical surroundings on customers and employees", Journal of Marketing, 56 (April), 57-71.
16.Bitner, Mary Jo (1986), "Consumer Responses to the Physical Environment in Service Settings," in Creativity in Services Marketing, M. Venkatesan. Diane M. Schmalensee, and Claudia Marshall, eds. Chicago: American Marketing Association, 89-93.
17.Bono, J. E, Foldes, H. J., Vinson G. and Muros, J. P. (2007), "Workplace emotions: The role of supervision and leadership", Journal of Applied Psychology, 92 (September), 1357.
18.Booms, Bernard H. and Mary J. Bitner (1982), "Marketing Services by Managing the Environment, " Cornell Hotel and Restaurant Administration Quarterly, 23 (May), 35-9.
19.Bower, G. (1981), "Mood and Memory," American Psychologist, 36, 129-48.
20.Brief, A.P., Bruke M. J., George, J.M., Robinson, B.S., Webster, J.(1988)”Should Negative Affectivity Remain an Enmeasured Variable in the Study of Job Stress?”Journal of Applied Psychology,73(1),193-98
21.Brown , C. S. and Sulzer-Azaroff, B. (1994), "An assessment of the relationship between customer satisfaction and service friendliness", Journal of Organizational Behavior Management, 14, 55-75.
22.Chartrand, T. L., and Bargh J. A. (1999),"The chameleon effect: The perception-behavior link and social interaction.", Journal of Personality and Social Psy- chology, 76: 893-910.

23.Chebat J.C. and Michon R.(2003),"Impact of ambient odors on mall shoppers'' emotions, cognition, and spending: A test of competitive causal theories", Journal of Business Research,56(7),529-539
24.Chiou J.S.; Droge, C. and Hanvanich, S.,(2002),”Does Customer Knowledge Affect How Loyalty Is Formed?”, Journal of Service Research,5(2),113-124

25.Churchill, G. A. (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research, 16(1), 64-74.
26.Cronin, J. J. Jr. and Taylor, S. A. (1992), "Measuring service quality: A reexamination and extension", Journal of Marketing, 56 (3), 55-69.
27.Cronin, J. J. Jr., Brady, M. K. and Hult, G. T. M. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments", Journal of Retailing, 76 (2), 193-217.
28.Dabholkar, P. A. (1994), "Incorporating choice into an attitudinal framework: analyzing models of mental comparison processes", Journal of Consumer Research, 21 (1), 100-9.
29.Dabholkar, P. A. (1995), "A contingency framework for predicting causality between customer satisfaction and service quality", Advances in Consumer Research, 22 (1), 101-8.
30.Dabholkar, P. A. and Thorpe, D. I. (1994), "Does customer satisfaction predict shopper intentions", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7, 161-71.
31.Dallimore K.S., Sparks B.A., Butcher K.(2007),”The Influence of Angry Customer Outbursts on Service Providers'' Facial Displays and Affective States.”, Journal of Service Research,10(1), 78-93
32.Darden, W. R. and Babin, B. J. (1994), "Exploring the concept of affective quality: Expanding the concept of retail personality", Journal of Business Research, 29 (February), 101-109.
33.Davis, T. R. V. (1984), "The Influence of the Physical Environment in Offices," Academy of Management Review, 9 (2), 271-83.
34.Diefendorff. J. M. and E. M. Richard (2003), "Antecedents and Consequences of Emotional Display Rule Perceptions." Journal of Applied Psychology, 88, 284-94.
35.Dimberg, U. (1982), "Facial reactions to facial expressions.", Psychophysiology, 26, 643-647
36.Dion, D. (1999), "A theoretical and empirical study of retail crowding", European Advances in Consumer Research, 4, 51-7.
37.Dion, D. (2004), "Personal control and coping with retail crowding", International Journal of Service Industry Management, 15, (3/4), 250.

38.Donivan, R. J. and Rossiter, J. R. (1982), "Store atmosphere: An environmental psychology approach", Journal of Retailing, 58 (Spring), 34-57.
39.Druckman, D. and Bjork, R. A. (1994) Learning, Remembering, Believing: Enhancing Human Performance. Washington, DC: National Academy Press.
40.Ekman, R, Friesen W. V., and Scherer K. (1976), "Body movement and voice pitch in deceptive interaction." Semiotica, 16,23-27.
41.Fitness, J. (2000), "Anger in the workplace: An emotion script approach to anger episodes between workers and their superiors, coworkers, and subordinates", Journal of Organizational Behavior, 21, 147-162.
42.Forgas, J. P. (1995), "Mood and judgment: The affect infusion model (AIM)", Psychological Bulletin, 117 (January), 39.
43.Fromkin, V. and Robert R.(1983), An Intronduction to Language. New York: CBS Publishing.
44.Gabbott, M. and Hogg G. (2001),''The Role of Non-verbal Communication in Service Encounters: A Conceptual Framework.''Joumal of Marketing Management, 17, 5-26.
45.Gardner, P. (1985), "Mood States and Consumer Behavior: A Critical Review," Journal of Consumer Research, 12, 281-300.
46.George, J. M. (1991), "State or trait: Effects of positive mood on prosocial behaviors at work", Journal of Applied Psychology, 76, 299-307.
47.Gerbing, D. W. and Anderson, J. C. (1988), "An updated paradigm for scale development incorporating uni", Journal of Marketing Research, 25(2), 186 -193.
48.Grandey, A. (2000), "Emotion regulation in the workplace: A new way to conceptualize emotional labor", Journal of Occupational Health Psychology, 5, 95-110.
49.Gremler, D. D. and Gwinner, K. P. (2000), "Customer employee rapport in service relationships", Journal of Service Research, 3 (August), 82-104.
50.Grove, S. J. and Fisk, R. P. (1992), "Observational data collection methods for services marketing: An overview", Journal of the Academy of Marketing Science, 20 (Summer), 217-224.
51.Gwinner, K. P., Gremler, D. D. and Bitner, M. J. (1998), "Relational benefits in services industries: The customer''s perspective", Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
52.Hartline,M.,Maxham,J.III and McKee, D (2000), "Corridors of Influence in the Dissemination of Coustomer-Oriented Strategy to Customer Contact Service Employees," Journal of Marketing, 64(2), 35-50.


53.Hatfield, E., Cacioppo, J. T. and Rapson, R. L. (1992), "Primitive emotional contagion," In M. S. Clark, ed., Rewive of Personality and Social Psychology, 14, 151-177.
54.Hatfield, E., Cacioppo, J. T. and Rapson, R. L. (1994), Emotional Contagion. Cambridge, UK: Cambridge University Press.

55.Hatfield, E. J., Hsee C. K., Costello J., and Weisman M. S. (1995), "The impact of vocal feed- back on emotional experience and expression." Journal of Social Behavior and Personality, 10,293-312.
56.Hennig-Thurau, T., Groth, M., Paul, M. and Gremler, D. D. (2006), "Are all smiles created equal? How emotional contagion and emotional labor affect service relationships", Journal of Marketing, 70(July), 58.
57.Hess, U., Blairy S., and Kleck R. E.(2000),”The Influence of Facial Emotion Displays, Gender, and Ethnicity on Judgements of Dominance and Affliation.” Journal of Novernal Behavior, 24(4). 265-83
58.Hietanen, J. K., Surakka V., and Linnankoski 1.(1998), "Facial electromyographic responses to vocal affect expressions." Psychophysiology, 35,530-536
59.Hinkin, T. R.(1995), "A review of scale development practices in the study of organizations", Journal of Management, 21 (5), 967-989.
60.Hochschild, A. R. (1983), The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
61.Howes, M. J., Hokanson, J. E. and Loewenstein, D. A. (1985), "Induction of depressive affect after prolonged exposure to a mildly depressed individual," Journal of Personality and Social Psychology, 49,1110-1113.
62.Isen, A. M. and Shalker, T. M. (1982), "The effect of feeling state on evaluation of positive, neutral, and negative stimuli: When you "accentuate the positive," do you "eliminate the negative"?", Social Psychological Quarterly, 45, 58-63.
63.Kagan J.(1994),”Distinctions among emotions, moods and temperamental qualities,The Nature of Emotion: Fundamental Questions,New York,74-78
64.Kelly, J. R. and Barsade, S. G. (2001) "Mood and emotions in small groups and work teams." Organizational Behavior and Human Decision Processes, 86, 99-130.
65.Kotler, Phillip (1973), "Atmospherics as a Marketing Tool," Journal of Retailing, 49 (4), 48-64.
66.Liliana, L. B. and Lester, W. J. (2000), "A customer-service worker relationship model", International Journal of Service Industry Management, 11 (5), 491.
67.Lundqvist, L. O. (1995), "Facial EMG reactions to facial expressions: A case of facial emotional contagion?", Scandinavian Journal of Psychology, 36, 130-141.

68.Luomala, H. and Laaksonen, M. (2000), "Contribution from Mood Research," Psychology and Marketing, 17 (3), 195-233.
69.Mattila, A. S. and Enz, C. A. (2002), "The role of emotions in service encounters," Journal of Service Research, 4(4), 268-277.
70.Morris, J. A. and Feldman, D. C. (1996), "The dimensions, antecedents, and consequences of emotional labor", Academy of Management Journal, 21 (October), 986-1010.
71.Milliman, R.E.(1982)"Using background music to affect the behavior of supermarket shoppers", Journal of Marketign,46 (2), 86–91.
72.Milliman, R.E.(1986),"The influence of background music on the behavior of restaurant patrons", Journal Consumer Research, 13(3), 286–289
73.Neumann, R., and Strack F. (2000),"Mood contagion: The automatic transfer of mood between persons.", Journal of Personality and Social Psychology, 79,211-223.
74.Oliver, R. A. (1980), "Cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, 17 (4), 460-9.
75.Oliver, R. L. (1993), "Cognitive, affective and attribute bases of the satisfaction response", Journal of Consumer Research, 20 (4), 418-30.
76.Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
77.Pieters, R. and van Raaij, F. (1988), "Functions and Management of Affect: Applications to Economic Behavior," Journal of Economic Psychology, 9, 251-82.
78.Price, D., Arnould, E. and Deibler, S. (1995), "Coustomers''Emotional Responses to Service Encounters," International Journal of Service Industry Management, 6(3), 34-63.
79.Pugh, S. D. (2001), "Service with a smile: Emotional contagion in the service encounter", Academy of Management Journal, 44 (October), 1018-1027.
80.Rafaeli, A. (1989), "When clerks meet customers: A test of variables related to emotional expression on the job", Journal of Applied Psychology, 74, 385-393.
81.Rafaeli, A., & Sutton, R. I. (1989), “The expression of emotion in organizational life”, Research in organizational behavior, 11(1),1-42.
82.Rafaeli, A. and Sutton, R. 1. (1990), "Busy stores and demanding customers: How do they affect the display of positive emotion?", Academy of Management Journal, 33, 623-637.
83.Rust, R. T. and Williams, D. C. (1994), "How length of patronage affects the impact of customer satisfaction on repurchase intention?", Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 7, 107-13.

84.Salancik, Gerald R. and Jeffrey Pfeffer (1978).''A Social Information Processing Approach to Job Attitudes and Task Design,''Administrative Science Quarterly, 23(June), 224-53.
85.Schoenewolf, G. (1990), "Emotional contagion: Behavior induction in individuals and groups", Modern Psychoanalysis, 15 (1), 49-61.
86.Schoenewolf, G. (1990), "Emotional contagion: Behavioral induction in individuals and groups." Modern Psycho-analysis, 15, 49-61.
87.Schwarz, N. and Clore, G. L. (1983), "Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states", Journal of Personality and Social Psychology, 45, 513-523.
88.Sheth, J. N. and Parvatiyar, A. (1995), "Relationship marketing in consumer markets: antecedents and consequences", Journal of the Academy of Marketing Science, 23(4), 255-71.
89.Shostack, G. Lynn (1977), "Breaking Free From Product Marketing," Journal of Marketing, 41 (April), 73-80.
90.Srull, T. (1983), "Affect and Memory: The Impact of Affective Reactions in Advertising on the Representation of Product Information in Memory," in Advances in Consumer Research, Vol. 10, R. Bagozzi and A. Tybout, eds. Ann Arbor, MI: Association for Consumer Research, 520-25.
91.Steele, F. (1986), "Making and Managing High-Quality Workplaces," Teachers College Press,
92.Sundaram, D.S. and Webster C.(2000),''The Role of Nonverbal Communication in Service Encounters,'' Journal of Services Marketing, 14(5), 378-91.
93.Sundstrom, E. and Altman, I. (1989), "Physical Environments and Work-Group Effectiveness," Research in Organizational Behavior. 11, 175-209.
94.Sundstrom, E. and Sundstrom, M. G. (1986), "Work Places," Cambridge, UK: Cambridge University Press.
95.Sutton, R. I. and Rafaeli, A. (1988), "Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores", Academy of Management Journal, 31, 461-487.
96.Totterdell, P. (2000), "Catching moods and hitting runs: Mood linkage and subjective performance in professional sport teams." Journal of Applied Psychology, 85, 848-859.
97.Totterdell, P., Kellett, S., Teuchmann, K. and Briner, R.B.(1998),”Evidence of mood linkage in work groups”, Journal of Personality and Social Psychology, 74,1504-1515.
98.Tsai, W. C. (2001), "Determinants and consequences of employee displayed positive emotions", Journal of Management, 27, 497-512.
99.Tsai, W. C. and Huang, Y. M. (2002), "Mechanisms linking employee affective delivery and customer behavioral intentions", Journal of Applied Psychology, 87 (October), 1001-1008.
100.Upah, G. D. and James N. F. (1985), "Situation Creation in Services Marketing," in The Service Encounter, John Czepiel, Michael Solomon, and Carol Surprenant, eds. Lexington, MA: Lexington Books, 255-64.
101.Verbeke, W. (1997), "Individual differences in emotional contagion of salespersons: Its effect on performance and burnout", Psychology and Marketing, 14 (6), 617-36.
102.Wakefield, K. L. and Baker, J. (1998), "Excitement at the mall: Determinants and effects on shopping response", Journal of Retailing, 74 (Winter), 515.

103.Wineman, J. D. (1986), "Behavioral Issues in Office Design," Van Nostrand Reinhold Co.
104.Watson, D., Clark, L. A., & Tellegen, A.(1988),”Delevopment and validation of brief measurements of positive and negative affect: The PANAS scale.”, Journal of Personality and Social Psychology,54,1063-1070.
105.Zeithaml, V. , Berry, L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, 60 (2), 31-47.
106.Zeithaml, V., Parasuraman A. , and Berry, L.(1985),''problems and Straegies in Services Marketing.''Journal of Marking, 49(2), 33-46
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊