| 摘要註: |
在組織行為研究領域現有的研究當中,大多數為調查工作投入對員工態度的影響,但極少的研究關注在消費行為研究領域中工作投入對顧客態度之間的聯繫關係,因此本研究第一個研究目的是調查員工的態度(工作投入) 是否會影響顧客愉悅。目前有許多研究指出顧客是可察覺到員工的情緖,因此員工的情緖管理是非常重要的,而員工管理情緖(例如:情緖勞動)又可被分為深層演出及淺層演出。深層演出意味著員工會試著調整內心感受以達到組織期望的行為。與深層演出相較之下,淺層演出則表示員工會修正情感外在表達但不會調整內在感受,且遵守表達規則以滿足組織需求。本研究第二個目的是調查員工情緖(工作投入) 是否會影響員工情緖管理(勞動情緖),以及員工情緖管理(勞動情緖)進而是否會影響消費者的態度(如本文之顧客愉悅)。本研究調查之店家乃選取餐廳業之一線員工,其中有效問卷為222 份,並依照結構方程模式(SEM) 分析法來進行模式的驗證。研究結果顯示員工的工作投入對深層演出確實有顯著的正相關;相反的,與淺層演出卻沒有顯著負相關。其次,員工的深層演出與顧客愉悅有顯著的正相關;淺層演出與顧客愉悅並非有顯著的負相關。最後,工作投入與顧客愉悅有顯著的正相關。從理論上來說,本研究試圖提供合理的解釋勞動情緖作為員工的工作投入與顧客愉悅之中介作用之間的聯繫關係。從實際面來說,本研究可幫助企業如何提升顧客的正向態度,如顧客愉悅或口碑並以提高企業之營利。 Most of prior studies investigated that work engagement affects the employee’s attitude in the organization behavioral research field, but very few of them paid attention to the linkage between work engagement and the customer attitude in the consumer behavioral research field. Thus, the first purpose of this study is to investigate whether employee’s attitude work engagement may affect the customer delight.Employee manages emotion (i.e., emotional labor) in two ways: deep acting and surface acting. Deep acting means that employees organize their own real emotions in order to express the emotion of organizational expectation. In contrast with deep acting, surface acting means that employees adjust their expression of emotion to meet the organizational requirement. The second purpose of this study is try to investigate whether employee’s positive emotion (i.e., work engagement) may affect emotional labor, which in turn may influence the consumer attitudes (i.e., customer delight in this study). The participants were chosen from FLEs working in restaurants, and 222 valid questionnaires were collected. This study utilized structural equation modeling (SEM) to verify the research framework and hypotheses. Research results show that work engagement had a significant positive relationship with deep acting. In contrast, the relationship between work engagement and surface acting is not significant. Deep acting had a significant positive relationship with customer delight. The relationship between surface acting and customer delight is not significant. Finally, the relationship between work engagement and customer delight is significantly positive.Theoretically, this study tries to provide the rational explanation for how (or process) employee’s work engagement may affect the customer delight by investigate the mediating role of labor motion. Practically, this study may provide suggestions to help corporations to raise customer’s positive attitude such as customer's delight which may help corporations to make profit. |