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不僅員工影響顧客,顧客也會影響員工 = Not only employe...

國立高雄大學經營管理研究所

不僅員工影響顧客,顧客也會影響員工 = Not only employees affect customers, but customers also affect employees : 探討顧客情緒、員工情緒及情緒勞動之間的關係; exploring the relationship among customer emotion, employee emotion, and emotional labor

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Not only employees affect customers, but customers also affect employees
副題名:	探討顧客情緒、員工情緒及情緒勞動之間的關係
作者:	謝虹德,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	國立高雄大學;
出版年:	2015[民104]
面頁冊數:	43面圖，表 : 30公分;
標題:	情緒勞動
標題:	employee positive emotion
電子資源:	https://hdl.handle.net/11296/seq6dn
附註:	109年11月18日公開
摘要註:	先前的研究認為,員工的情緖可能與情緒勞動有關。研究文獻指出,需要更多的研究來調查員工和情感勞動的正向和負向情緖之間的關係。因此,本研究的第一個目的是確認員工是否會影響情緖勞動。從理論上講,目前的研究如情緖傳染理論和情感事件理論提供了解釋客戶情緖和員工情緖相互之間的關係。雖然服務交流是由員工和顧客之間的雙向互動,但大多數研究僅針對員工的情緖對顧客情緖的影響,很少文獻關注於顧客情緖對員工情緖的影響。鑑於對上述情緖勞動與員工情緖可能具有關聯,本研究試圖著重探索導致員工情緖的前置因素為何,顧客情緖是否會反過來影響員工情緖,其為導致員工情緖的前置變數。因此,本研究的第二個目的是探討顧客情緖是否可能影響員工情緖。本研究從一線服務人員在餐廳或餐飲業工作人員為樣本,蒐集250份有效問卷分析研究。本研究利用結構方程模型{212B74}SEM〒來驗證研究框架和假設。從理論上講,驗證如過去情緖傳染理論和情感事件理論,解釋客戶情緖和員工情緖之間的關係。除此之外,本研究在驗證上發現不同以往的結果,其現象可能與台灣服務業環境有關。在實踐中,這一研究結果可以幫助服務提供商和一線服務人員如何在服務上,通過合適的員工情緖表現(即情緖勞動)提供符合顧客的服務。 Prior studies found that employee emotion may be related with emotional labor. Researchers indicated that more studies are needed to investigate the relationship between the positive and negative affectivity of employees and emotional labor. Thus, the first purpose of this study is to investigate whether employee emotion may affect emotional labor. Although a service interaction is composed of a double interaction between employees and customers, most of studies investigated the influence of employee emotions on customer emotions, but very few literature paid attention to effects of customer emotions on employee emotions. Given the possible effects of employee emotions on emotional labor as mentioned above, it is essential to explore the potential antecedent variables of employee emotions such as customer emotions. Thus, the second purpose of this study is to explore whether customer emotions may influence the employee emotions.The participants chosen from FLEs working in restaurants or catering industry, and 250 questionnaires was distributed to participants. This study utilize structural equation modeling (SEM) to verify the research framework and hypotheses. In theory, the current study applies the emotional contagion theory and affective events theory to provide the explanations for the relationships between customer emotions and employee emotions. In practice, the findings of this study may help the service providers and FLEs to attract customers and provide qualified customer service by presenting a suitable employee display emotion (i.e., emotional labor).

不僅員工影響顧客,顧客也會影響員工 = Not only employees affect customers, but customers also affect employees : 探討顧客情緒、員工情緒及情緒勞動之間的關係; exploring the relationship among customer emotion, employee emotion, and emotional labor
謝, 虹德

不僅員工影響顧客,顧客也會影響員工 = Not only employees affect customers, but customers also affect employees : 探討顧客情緒、員工情緒及情緒勞動之間的關係 / 謝虹德撰 - [高雄市] : 國立高雄大學, 2015[民104]. - 43面 ; 圖，表 ; 30公分.
109年11月18日公開.
參考書目：葉32-38.
情緒勞動employee positive emotion

不僅員工影響顧客,顧客也會影響員工 = Not only employees affect customers, but customers also affect employees : 探討顧客情緒、員工情緒及情緒勞動之間的關係; exploring the relationship among customer emotion, employee emotion, and emotional labor
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