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研究生:劉心瑜
研究生(外文):Hsin-yu Liu
論文名稱:顧客負向事件、賦能、樂觀性、調節焦點與情緒勞動之關係:服務關係的調節效果
論文名稱(外文):The relationship among customer negativeevents,empowerment,optimism,regulatoryfocus and emotional labor:The moderating effect of service relationships
指導教授:吳宗祐吳宗祐引用關係
指導教授(外文):Tsung-yu Wu
學位類別:碩士
校院名稱:東吳大學
系所名稱:心理學系
學門:社會及行為科學學門
學類:心理學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:61
中文關鍵詞:情緒勞動表層演出深層演出顧客負向事件賦能樂觀性調節焦點服務關係
外文關鍵詞:EmpowermentService relationshipsRegulatory focusOptimismCustomer negative eventsDeep actingSurface actingEmotional labor
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對於組織來說,第一線服務人員在顧客服務情境當中的情緒表達,對於顧客滿意度
影響甚鉅,而員工為了傳達出組織所期待的情緒表達而調節情緒的過程,稱為情緒勞
動,並進一歩可以分為表層演出與深層演出。以往已有研究顯示,深層演出會為組織與
個人帶來較好的結果,而表層演出會帶來較不好的結果,因此本研究試圖探討影響到員
工採取何種情緒表達策略的因素,提出了顧客負向事件、賦能、樂觀性、與調節焦點作
為前置變項。最後,本研究亦探討員工與顧客之間存在著是一種長期的關係或是只有短
暫的接觸,對於這些前置變項分別與表層演出、深層演出的關係是否有調節的效果。
本研究以第一線服務人員為研究對象,一共蒐集了209 份問卷。透過迴歸分析顯示,
顧客負向事件與表層演出有正向關聯性,與深層演出有負向關聯性;樂觀性與表層演出
有負向相關聯性、與深層演出有正向關聯性;促進焦點則與深層演出有正向關聯性,此
外,服務關係會調節顧客負向事件分別與表層演出、深層演出之間的關係,在顧客負向
事件越頻繁的狀況下,若員工需要與顧客建立長期關係,則表層演出越多,深層演出越
少。
In customer service situations, the first line service employee’s emotional expression has
great impact on customer satisfaction. The effort that individuals manage their emotions to
follow the organization’s display rules is called emotional labor. There are two types of
emotional labor: surface acting and deep acting. Several studies showed deep acting may lead
to positive results, while surface acting may lead to negative results. Therefore, this study
intended to explore the factors that affect the use of strategy about emotional expression. We
proposed customer negative events, empowerment, optimism, regulatory focus as antecedent
variables and service relationships as moderate variables.
The data were collected from 209 first line service employees. Results showed customer
negative events are positively related to surface acting and negatively related to deep acting;
optimism is negatively related to surface acting and positively related to deep acting;
promotion regulatory focus is positively related to deep acting. Moreover, service
relationships moderated the relationship between customer negative events and surface acting,
and also moderated the relationship between customer negative events and deep acting.
謝誌............................................................................................................................................I
摘要.......................................................................................................................................... II
Abstract ................................................................................................................................... III
目錄.........................................................................................................................................IV
圖目錄...................................................................................................................................... V
表目錄.....................................................................................................................................VI
第一章 緒論.............................................................................................................................. 1
第一節 研究動機與目的...................................................................................................... 1
第二章 文獻探討...................................................................................................................... 5
第一節 情緒勞動的基本概念.............................................................................................. 5
第二節 顧客負向事件與情緒勞動...................................................................................... 7
第三節 賦能與情緒勞動...................................................................................................... 9
第四節 樂觀性格與情緒勞動............................................................................................ 13
第五節 調節焦點與情緒勞動............................................................................................ 15
第六節 服務關係的調節效果............................................................................................ 17
第七節 研究架構................................................................................................................ 21
第三章 研究方法.................................................................................................................... 22
第一節 研究樣本與施測程序................................................................................................ 22
第二節 研究工具與測量方法............................................................................................ 23
第三節 資料分析................................................................................................................ 26
第四節 研究結果................................................................................................................ 27
第五節 結果討論................................................................................................................ 35
第四章 綜合討論.................................................................................................................... 40
第一節 理論與實務意涵.................................................................................................... 40
第二節 研究限制與未來研究方向.................................................................................... 42
第三節 結論........................................................................................................................ 44
參考文獻................................................................................................................................. 45
附錄......................................................................................................................................... 51
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