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研究生:蕭柏勳
研究生(外文):Po-Hsun Hsiao
論文名稱:服務接觸情境因素對員工-顧客情緒與績效之影響
論文名稱(外文):The Impact of Service Encounter Situation on Employee-Customer Emotion and Performance
指導教授:趙琪趙琪引用關係
口試委員:王又鵬丘宏昌林尚平胡哲生莊世杰趙琪
學位類別:博士
校院名稱:國立雲林科技大學
系所名稱:企業管理博士班
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:2009
畢業學年度:97
語文別:中文
論文頁數:114
中文關鍵詞:服務接觸員工情緒顧客情緒實體環境顧客心理風險知覺同儕衝突內部績效外部績效顧客參與團隊工作需求人際關係品質
外文關鍵詞:Service encounterEmployee's emotionConsumption emotionServicescapePerceived riskPeer conflictsInternal performanceExternal performance
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  對高接觸服務產業而言,「服務接觸」(Service encounter)的議題,由於服務具有「不可分割性」(inseparability),因此,服務接觸時的情境因素,包括員工與實體環境設施等,對顧客的影響也隨之提升。其中,最顯著的應是員工情緒對顧客的影響,這也彰顯了員工―顧客情緒互動對服務行銷績效的價值。再者,服務員工的情緒,也受到服務接觸情境因素的影響,如環境與同儕之互動都會衝擊員工情緒,進而造成對顧客情緒移轉的結果,並對行銷績效發生影響。本研究乃討論服務接觸情境因素對員工―顧客情緒與行銷績效之影響。
  經由服務接觸中「員工情緒前因」「情緒互動過程」及「內、外部行銷績效」等因素探討,建構員工―顧客情緒互動的因果關聯性。研究一進行實驗設計,驗證服務接觸員工情緒對顧客的影響。研究結果證明:
(1)服務接觸中,員工情緒與實體環境對顧客情緒有正面影響。
(2)服務接觸中,員工情緒與實體環境對顧客心理風險知覺有負面影響。
(3)服務接觸中,顧客參與程度對顧客心理風險知覺有正面影響。
(4)服務接觸時,顧客參與程度高,將增強服務員工情緒與實體環境對顧客情緒的正向影響。
(5)顧客情緒對顧客滿意與維持關係意願有正面影響。
(6)顧客心理風險知覺對顧客滿意與維持關係意願有負面影響。
研究二以調查研究,分析服務接觸情境因素對員工情緒之影響,研究結果證明:
(1)服務接觸員工在組織中的人際關係品質與服務實體環境,對服務人員情緒有正向影響。
(2)服務接觸員工的同儕衝突對其情緒有負面影響
(3)團隊工作需求高將會增強同儕衝突對服務員工情緒的負向影響
(4)服務員工情緒對其IRP「角色內績效」與CDERP「與顧客直接有關的角色外績效」有正向影響。
  In the industry of highly manpower service, due to the service with inseparability, the issue of service encounter will combine with the employees and servicescape and that will increase the interaction with customers. The most important factor is the influence of employee’s emotion to customers, it means that the interaction of them will be valuable to service marketing performance. In addition, employee's emotion is also impacted by the situation of service encounter, such as environment and peer, which will transfer the influence to consumption emotion and marketing performance. This research is to discuss the influence of employees to customers and marketing performance for situational factors on service encounter.
  Through the discussion of employee’s emotion factor, emotional interaction process and internal and external marketing performance, which develop the interactive connection for the emotion of employees and customers.
Study I, based on the empirical model, verifies the influence of employee’s emotion to customers which results as follows:
(1) In service encounter, employee's emotion and servicescape have positive effect on consumption emotion.
(2) In service encounter, employee's emotion and servicescape have negative effect on perceived risk.
(3) In service encounter, the degree of customer participation has positive effect on perceived risk.
(4) Highly customer participation enhances employees and servicescape to have positive effect on consumption emotion.
(5) Consumption emotion has positive effect on customer satisfaction and loyalty intentions.
(6) Perceived risk has negative effect on customer satisfaction and loyalty intentions.
Study II, based on investigation, analyzes the influence of service encounter to employee's emotion which results as follows:
(1) Interpersonal relationship and servicescape have positive effect on employee’s emotion.
(2) Peer conflict has negative effect on job motion
(3) High team work requirement enhances peer conflicts to have negative effect on employee’s emotion.
(4) Employee’s motion has positive effect on IRP(In-Role Performance) and CDERP(Customer-Directed-Extra-Role Performance).
摘 要 i
Abstract iii
誌謝 v
目 錄 vi
表目錄 viii
圖目錄 ix
一、 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 5
1.3 論文結構 6
二、 文獻探討與假說發展 7
2.1 服務接觸 7
2.2 顧客情緒與心理風險知覺 10
2.3 員工情緒 15
2.4 服務實體環境 21
2.5 服務接觸中的顧客參與 25
2.6 市場行銷績效 27
2.7 服務接觸員工情緒的前因 28
2.8 團隊工作需求 34
2.9 組織績效評量 35
2.10 研究觀念架構 37
三、 研究一 38
3.1 實證模式與實驗設計 38
3.2 衡量 41
3.3 分析方法 44
3.4 結果 45
四、 研究二 57
4.1 實證模式與研究設計 57
4.2 衡量 61
4.3 分析方法 64
4.4 結果 65
五、 結論與討論 69
5.1 結論 69
5.2 管理意涵 72
5.3 未來研究方向 79
參考文獻 80
附錄一 問卷A 97
附錄二 問卷B 100
附錄三 問卷C 102
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