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研究生:沈慧琳
研究生(外文):Shen Huei Lin
論文名稱:顧客參與、角色衝突與情緒勞動
論文名稱(外文):Customer Participation, Role Conflict and Emotional Labor
指導教授:張國雄張國雄引用關係
指導教授(外文):Chang Kuo-Hsiung
口試委員:張國雄吳立偉施信佑
口試委員(外文):Chang Kuo-HsiungWu Li-WeiShih Hsin-Yu
口試日期:2014-05-22
學位類別:碩士
校院名稱:東海大學
系所名稱:國際貿易學系
學門:商業及管理學門
學類:貿易學類
論文出版年:2014
畢業學年度:102
語文別:英文
論文頁數:44
中文關鍵詞:顧客參與角色衝突情緒勞動Type A
外文關鍵詞:Customer ParticipationRole ConflictEmotional LaborType A
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本研究目的在於探討顧客參與 (CP)、角色衝突以及情緒勞動之間的關係。研究對象是為一家台灣大型銀行內的理財從業人員。有效回收138份問卷。研究結果發現 (1) 透過角色衝突,顧客參與如何影響情緒勞動。 (2) 人格特質及關係價值的知覺如何在顧客參與及角色衝突之間產生干擾效果。 研究結果顯示顧客參與對角色衝突有顯著影響。角色衝突對淺層情緒勞動有顯著影響,但對深層情緒勞動不顯著。深層情緒勞動對服務品質有正面顯著影響,反之,淺層情緒勞動對服務品質有負面顯著影響。 除外,A型人格特質以及低關係價值知覺的人有較強烈的角色衝突。本研究發現在理論與管理實務上的意涵,同時對未來研究方向提出具體建議。
The purpose of this study is to explore the relationships among customer participation (CP), role conflict, and emotional labor. Using data collected from 138 professional financial advisors from a bank in Taiwan, this research examines (1) how customer participation influences emotional labor through the role conflict, and (2) the moderating effect of personality and relational values between customer participation and role conflict. The results show that customer participation has significantly influence on role conflict, and role conflict is positively related to emotional surface acting but not significantly related to emotional deep acting. Then, deep acting has positive effects on service quality of service providers, but surface acting has negative effects on service quality. In addition, Type A individuals and low awareness of relational value individuals have stronger role conflict impacts by encouraging customer participation. Research implications and suggestions for further study are discussed.
1. Introduction 1
2. Theoretical background and hypotheses 3
2.1. Customer participation (CP) 4
2.2. Role conflict 5
2.3. Relational value 6
2.4. Personality 8
2.5. Emotional labor 10
2.6. Service quality 12
3. Methods 13
3.1. Sample and data collection 13
3.2. Instrument Development 15
3.3 Measures 15
3.4. Measurement model 18
3.5. The structural model result 20
4. Results 20
4.1. Correlation Analysis 20
4.2.Hypothesis testing 21
5. Conclusion 27
5.1. Discussion 27
5.2. Managerial implication 29
5.3. Limitation and further research 30
Appendix A 31
Reference 34

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