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研究生:許芮瑛
研究生(外文):Jui-Ying Hsu
論文名稱:服務補償與情緒勞動對品牌仇恨之影響:認知互動不公平的中介效果與服務失誤嚴重性的干擾效果
論文名稱(外文):The Impacts of Service Recovery and Emotional Labor on Brand Hate: Using Perceived Interactional Injustice as a Mediator and Service Failure Severity as a Moderator
指導教授:黃恆獎黃恆獎引用關係
口試委員:王仕茹葛致慧
口試日期:2019-06-24
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:2019
畢業學年度:107
語文別:中文
論文頁數:63
中文關鍵詞:情緒勞動服務失誤補償類型服務失誤嚴重性品牌仇恨認知互動不公平
DOI:10.6342/NTU201901389
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企業在提供服務時難以避免失誤的發生,因此需要透過事後的補償措施,來挽回顧客對品牌的評價,本研究以實驗設計方法,設定餐廳服務失誤情境,包含三項操弄變數,分別是情緒勞動(淺層/深層)、服務失誤補償類型(實質性/心理性)及服務失誤嚴重性(高嚴重性/低嚴重性),探討這些因素是否會影響顧客對於認知互動公平及品牌仇恨程度。從研究結果發現當服務失誤發生後,當餐廳提供心理性補償措施,顧客能感受到較少的認知互動不公平及品牌仇恨;當服務人員面對顧客是發自內心的深層演出時,顧客同樣會感受到較少的認知互動不公平及品牌仇恨,透過中介效果檢定得知,認知互動不公平,在服務失誤補償類型及情緒勞動對品牌仇恨的影響中,具有中介效果。
It is difficult for enterprises to avoid mistakes when providing services. Therefore, it is necessary to recover the customer''s evaluation of the brand through compensation measures. This study uses experimental design methods to set the restaurant service failure situation, including three manipulation variables, namely emotional labor, service recovery, and severity of service failure, to explore whether these factors will affect customer perception of perceived interactional injustice and brand hate.From the research results, it is found that when the service failure occurs, the restaurant provides psychological compensation measures, the customer can feel less cognitive unfairness and brand hate; when the service personnel face the customer is a deep acting, the customer will feel less perceived interactional injustice and brand hate. Through the mediation effect check, it is known that perceived interactional injustice has a mediating effect in service failure recovery and emotional labor to brand hatred.
目錄
中文摘要 i
英文摘要 ii
目錄 iii
圖目錄 v
表目錄 vi
第一章 緒論
第一節 研究背景及目的1
第二節 研究流程3
第二章 文獻探討
第一節 服務失誤4
第二節 服務補償策略5
第三節 情緒勞動6
第四節 認知公平理論7
第五節 品牌仇恨8
第六節 同理心10
第七節 歸因理論11
第三章 研究方法
第一節 研究架構與假說12
第二節 研究變數之定義與衡量問項16
第三節 實驗設計20
第四節 資料分析方法21
第四章 研究資料分析
第一節 敘述性統計分析23
第二節 問卷信度與效度測量24
第三節 變異數分析26
第四節 中介效果36
第五節 干擾效果40
第五章 研究結論與建議
第一節 研究發現42
第二節 管理意涵43
第三節 研究限制及未來研究44
參考文獻45
附錄一-情境內容51
附錄二-研究問卷53
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