题名

服務導向與支持氣候對銷售績效之影響：情緒勞務與適應性銷售行為的中介效果

并列篇名

The Impacts of Service Orientation and Supportive Climate on Sale Performance: The Mediating Effect of Emotional Labor and Adaptive Selling Behavior

DOI

10.6160/2011.03.02

作者

林尚平(Shang-Ping Lin)；湯大緯(Ta-Wei Tang)；劉桂苓(Kuei-Ling Liu)；沈渼君(Mei-Chun Shen)

关键词

服務導向 ； 支持氣候 ； 情緒勞務 ； 適應性銷售行為 ； service orientation ； supportive climate ； emotional labor ； adaptive selling behavior

期刊名称

中山管理評論

卷期/出版年月

19卷1期（2011 / 03 / 01）

页次

179 - 206

内容语文

繁體中文
中文摘要

情緒勞務與適應性銷售行為對於服務銷售績效的提升而言，皆扮演相當重要的角色，但情緒勞務與適應性銷售行為之間的影響關係卻被過去研究所忽略。此外，儘管情緒勞務在服務業越來越受重視，但目前研究對於促進情緒勞務的因素之探討仍有不足。因此，本研究同時以服務導向與支持氣候為前置變項，探討這些因素對於情緒勞務、適應性銷售行為與銷售績效的影響。個體層次的研究結果發現，具備服務導向人格特質的服務人員，會執行較高水準的情緒勞務，並進而展現較多的適應性銷售行為，最終獲得較高的銷售績效。另外，跨層次分析結果顯示，零售店的支持氣候會促使服務人員的情緒勞務能達到零售店要求的水準，進而有助適應性銷售行為的執行。
英文摘要

Whereas much work has focused on the important roles of emotion labor and adaptive selling behaviors on improving sale performance, surprisingly no studies have examined how a service employee's emotion labor influences their sale performance by means of adaptive selling behaviors. In addition, research on emotion labor is growing; yet our understanding of the antecedents of emotion labor remains rather unclear. Thus, we explore the impacts of supportive climate and service orientation on the relationships between emotion labor, adaptive selling behaviors, and sale performance. This study demonstrated that, at the individual level, employees' service orientation was positively related to the emotional labor, which, in turn, positively predicted adaptive selling behaviors that improve their sale performance. Furthermore, store-level supportive climate was positively associated with individual emotion labor, and emotion labor further induced their adaptive selling behaviors.
主题分类 社會科學 > 管理學
参考文献
  1. 林鉦棽(2005)。組織公民行為之跨層次分析：層級線性模式的應用。管理學報，22(4)，503-524。
    連結：
  2. 彭台光、高月慈、林鉦棽(2006)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。
    連結：
  3. Ahearne, M.,Mathieu, J.,Rapp, A.(2005).To Empower or Not To Empower Your Sales Force? An Empirical Examination of The Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance.Journal of Applied Psychology,90(5),945-955.
  4. Anderson, J. C.,Gerbing, D. W.(1988).Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach.Psychological Bulletin,103(3),411-423.
  5. Armeli, S.,Eisenberger, R.,Fasolo, P.,Lynch, P.(1998).Perceived Organizational Support and Police Performance: The Moderating Influence of Socioemotional Needs.Journal of Applied Psychology,83(2),288-297.
  6. Ashforth, B. E.,Humphrey, R. H.(1993).Emotional Labor in Service Roles: The Influence of Identity.Academy of Management Review,18(1),88-115.
  7. Barker, A. T.(1999).Benchmarks of Successful Salesforce Performance.Canadian Journal of Administrative Sciences,16(2),95-104.
  8. Baron, R. M.,Kenny, D. A.(1986).The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations.Journal of Personality and Social Psychology,51(6),1173-1182.
  9. Bowen, D. E.,Siehl, C.,Schneider, B.(1989).A Framework for Analyzing Customer Service Orientations In Manufacturing.Academy of Management Review,14(1),75-95.
  10. Browne, W. J.,Draper, D.(2000).Implementation and Performance Issues in The Bayesian Fitting of Multilevel Models.Computational Statistics,15,391-420.
  11. Caplan, R. D.,Cobb, S.,French, J. R.,Van Harrison, R.,Pinneau, S. R.(1975).Job demands and worker health: main effects and occupational difference.Washington, DC:Government Printing Office.
  12. Cran, D. J.(1994).Towards Validation of the Service Orientation Construct.The Service Industries Journal,14(1),34-44.
  13. Darmon, R.(1982).Identifying Profit-Producing Salesforce Members.Journal of Personal Selling and Sales Management,2(2),12-23.
  14. Diefendorff, J. M.,Croyle, M. H.,Gosserand, R. H.(2005).The Dimensionality and Antecedents of Emotional Labor Strategies.Journal of Vocational Behavior,66(3),339-357.
  15. Dubinsky, A. J.,Berry, T. E.(1982).A Survey of Sales Management Practices.Industrial Marketing Management,11(2),133-141.
  16. Eisenberger, R.,Fasolo, P.,Davis-LaMastro, V.(1990).Perceived Organizational Support and Employee Diligence, Commitment, and Innovation.Journal of Applied Psychology,75,51-59.
  17. Eisenberger, R.,Huntington, S.,Hutchison, S.,Sowa, D.(1986).Perceived Organizational Support.Journal of Applied Psychology,81(3),500-507.
  18. Fang, E.,Palmatier, R. W.,Evans, K. R.(2004).Goal-Setting Paradoxes? Trade-offs between Working Hard and Working Smart: The United States versus China.Journal of the Academy of Marketing Science,32(2),188-202.
  19. Frei, R. L.,McDaniel, M. A.(1998).Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence.Human Performance,11(1),1-27.
  20. George, J. M.,Reed, T. F.,Ballard, K. A.,Colin, J.,Fielding, J.(1993).Contact with AIDS Patients as a Source of Work-Related Distress: Effects of Organizational and Social Support.Academy of Management Journal,36(1),157-171.
  21. Gilbert, D. T.(ed.),Fiske, S. T.(ed.),Lindzey, G.(ed.)(1998).The handbook of social psychology.New York:McGraw-Hill.
  22. Gosserand, R. H.,Diefendorff, J. M.(2005).Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment.Journal of Applied Psychology,90(6),1256-1264.
  23. Grandey, A. A.(2000).Emotional Regulation in The Workplace: A New Way to Conceptualize Emotional Labor.Journal of Occupational Health Psychology,5(1),95-110.
  24. Grandey, A. A.,Fisk, G. M.,Steiner, D. D.(2005).Must "Service with a Smile" be Stressful? The Moderating Role of Personal Control for American and French Employees.Journal of Applied Psychology,90(5),893-904.
  25. Granovetter, M.(1982).The strength of weak ties: A network theory revisited.Social structure and network analysis,Newbury Park, CA:
  26. Gwinner, K. P.,Bitner, M. P.,Brown, S. W.,Kumar, A.(2005).Service Customization through Employee Adaptiveness.Journal of Service Research,8(2),131-148.
  27. Hennig-Thurau, T.,Groth, M.,Paul, M.,Gremler, D. D.(2006).Are all Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships.Journal of Marketing,70(3),58-73.
  28. Hobfoll, S. E.(2002).Social and Psychological Resources and Adaptation.Review of General Psychology,6(4),307-324.
  29. Hochschild, A. R.(1983).The Managed Heart: Commercialization of human feeling.Berkely, CA:University of Califirnia Press.
  30. Hochwarter, W. A.,Kacmar, C.,Perrewe, P. L.,Johnson, D.(2003).Perceived Organizational Support as a Mediator of the Relationship between Politics Perceptions and Work Outcomes.Journal of Vocational Behavior,63(3),438-456.
  31. Hofmann, D. A.(1997).An Overview of the Logic and Rationale of Hierarchical Linear Models.Journal of Management,23(6),723-744.
  32. Hogan, J.,Hogan, R.,Busch, C. M.(1984).How to Measure Service Orientation.Journal of Applied Psychology,69(1),167-173.
  33. Homburg, C.,Hoyer, W. D.,Fassnacht, M.(2002).Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes.Journal of Marketing,66(4),86-101.
  34. Iverson, R. D.,Olekalns, M.,Erwin, P. J.(1998).Affectivity, Organizational Stressors, and Absenteeism: A Causal Model of Burnout and Its Consequences.Journal of Vocational Behavior,52(1),1-23.
  35. James, L. R.,Demaree, R. G.,Wolf, G.(1984).Estimating Within-Group Interrater Reliability with and Without Response Bias.Journal of Applied Psychology,69(1),85-98.
  36. Jehn, K. A.,Shah, P. P.(1997).Interpersonal Relationships and Task Performance: an Examination of Mediating Processes in Friendship and Acquaintance Groups.Journal of Personality and Social Psychology,72(4),775-790.
  37. Judge, T. A.,Woolf, E. F.,Hurst, C.(2009).Is Emotional Labor More Difficult for Some than for Others? a Multilevel, Experience-Sampling Study.Personnel Psychology,62(1),57-88.
  38. Keillor, B. D.,Parker, S. R.,Pettijohn, C. E.(2000).Relationship-Oriented Characteristics and Individual Salesperson Performance.The Journal of Business and Industrial Marketing,15(1),7-23.
  39. Kidwell, B.,McFarland, R. G.,Avila, R. A.(2007).Perceiving Emotion in the Buyer-Selling Interchange: the Moderated Impact on Performance.Journal of Personal Selling and Sales Management,27(2),119-132.
  40. Kilduff, M.,Day, D. V.(1994).Do Chameleons Get Ahead. The Effects of Self-Monitoring on Managerial Careers.Academy of Management Journal,37(4),1047-1060.
  41. Klein, K. J.(ed.),Kozlowski, S. W. J.(ed.)(2000).Multilevel theory, research, and methods in organizations.San Francisco:Jossey-Bass.
  42. Larsen, R. J.,Ketelaar, T.(1991).Personality and Susceptibility to Positive and Negative Emotional States.Journal of Personality and Social Psychology,61(1),132-140.
  43. Liu, Y.,Yang, J.(2006).Server emotional experiences and affective service delivery: mechanisms linking climate for service and customer outcomes.Journal of Foodservice Business Research,9(2-3),127-150.
  44. Luthans, F.,Norman, S. M.,Avolio, B. J.,Avey, J. B.(2008).The Mediating Role of Psychological Capital in the Supportive Organizational Climate-Employee Performance Relationship.Journal of Organizational Behavior,29(2),219-238.
  45. Marshall, G. W.,Goebel, D. J.,Moncrief, W. C.(2003).Hiring for Success at the Buyer-Seller Interface.Journal of Business Research,56(4),247-253.
  46. Medsker, G. J.,Williams, L. J.,Holahan, P. J.(1994).A Review of Current Practices for Evaluating Causal Models in Organizational Behavior and Human Resources Management Research.Journal of Management,20(2),439-464.
  47. Morris, J. A.,Feldman, D. C.(1996).The Dimensions, Antecedents, and Consequences of Emotional Labor.Academy of Management Review,21(4),986-1010.
  48. Murphy, K. R.(ed.)(1996).Individual differences and behavior in organizations.San Francisco:Jossey-Bass.
  49. Podsakoff, P. M.,Organ, D. W.(1986).Self-Reports in Organizational Research: Problems and Prospects.Journal of Management,12(4),531-544.
  50. Pugh, S. D.(2001).Service with a Smile: Emotional Contagion in the Service Encounter.Academy of Management Journal,44(5),1018-1027.
  51. Rafaeli, A.,Sutton, R. I.(1987).Expression of Emotion as part of the Work Role.Academy of Management Review,12(1),23-37.
  52. Rafaeli, A.,Sutton, R. I.(1989).The Exprssion of Emotion in Organizational Life.Research in Organizational Behavior,11,1-42.
  53. Reagans, R.,McEvily, B.(2003).Network Structure and Knowledge Transfer: the Effects of Cohesion and Range.Administrative Science Quarterly,48(2),240-267.
  54. Robinson, L., Jr.,Marchall, G. W.,Moncrief, W. C.,Lassk, F. G.(2002).Toward a Shortened Measure of Adaptive Selling.Journal of Personal Selling and Sales Management,22(1),111-119.
  55. Saxe, R.,Weitz, B. A.(1982).The SOCO Scales: a Measure of the Customer Orientation of Salespeople.Journal of Marketing Research,19,343-352.
  56. Schneider, B.(ed.)(1990).Organizational climate and culture.San Francisco:Jossey-Bass.
  57. Solomon, M. R.,Surprenant, C.,Czepicl, J. A.,Gutman, E. G.(1985).A Role Theory Perspective on Dyadic Interaction: the Service Encounter.Journal of Marketing,49(4),99-111.
  58. Spiro, R. L.,Weitz, B. A.(1990).Adaptive Selling: Conceptualization, Measurement, and Nomological Validity.Journal of Marketing Research,27(1),61-69.
  59. Thoresen, C.,Kaplan, S.,Barsky, A.,Warren, C.,de Chermont, K.(2003).The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration.Psychological Bulletin,129(6),946-972.
  60. Tobin, R. M.,Graziano, W. G.,Vanman, E. J.,Tassinary, L. G.(2000).Personality, Emotional Experience, and Efforts to Control Emotions.Journal of Personality and Social Psychology,79(4),656-669.
  61. Tsai, W. C.(2001).Determinants and Consequences of Employee Displayed Positive Emotions.Journal of Management,27(4),497-512.
  62. Verbeke, W.(1997).Individual Differences in Emotional Contagion of Salespersons: its Effect on Performance and Burnout.Psychology and Marketing,14(6),617-636.
  63. Wang, G.,Netemeyer, R. G.(2004).Salesperson Creative Performance: Conceptualization, Measurement, and Nemological Validity.Journal of Business Research,57(8),805-812.
  64. Watson, D.(2000).Mood and temperament.New York:Guilford.
  65. Watson, D.,Clark, L. A.(1984).Negative Affectivity: The Disposition to Experience Aversive Emotional States.Psychological Bulletin,96(3),465-498.
  66. Weitz, B. A.(1981).Effectiveness in Sales Interactions: a Contingency Framework.Journal of Marketing,45(1),85-103.
  67. Weitz, B. A.,Castleberry, S. B.,Tanner, J. F.(1992).Selling: Building partnerships.Homewood, IL:Irwin.
  68. Weitz, B. A.,Sujan, H.,Sujan, M.(1986).Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness.Journal of Marketing,50(4),174-191.
  69. Wharton, A. S.,Erickson, R. J.(1993).Managing Emotions on the Job and at Home: Understanding the Consequences of Multiple Emotional Roles.Academy of Management Review,18(3),457-486.
  70. Zapf, D.,Holz, M.(2006).On the Positive and Negative Effects of Emotion Work in Organizations.European Journal of Work and Organizational Psychology,15(1),1-28.
  71. Zeithaml, V. A.,Parasuraman, A.,Berry, L. L.(1990).Delivering quality service: Balancing customer perceptions and expectations.New York:Free Press.
  72. 吳宗祐(2003)。博士論文(博士論文)。國立台灣大學心理學研究所。
  73. 林尚平(2000)。組織情緒勞務負擔量表之發展。中山管理評論，8(3)，427-447。
被引用次数
  1. 蔡毓靜,陳殷哲(2020)。情緒勞務與建言行為關係之研究－以主動性人格為調節變項。企業管理學報，45(4)，33-61。
  2. 黃秀莉,施勝烽(2018).THE PERSONALITY AND EMOTIONAL INTELLIGENCE OF MEDICAL PROFESSIONALS FOR IDENTITY ON ADAPTIVE SELLING BEHAVIOR OF CARE SERVICES.國立臺灣科技大學人文社會學報,14(3),157-191.
  3. 賴璽方、楊美玉、陳淑貞、戚樹誠、朱志傑(2016)。臺灣組織行為的實證發現：一項國內管理期刊論文的30 年回顧。管理學報，33(1)，1-34。
  4. 林政佑、林俊昇、周恩頤(2016)。服務體驗管理：亞洲文獻回顧與未來研究方向。臺大管理論叢，26(2)，303-352。
  5. 吳孟爵、丁學勤(2013)。適應式銷售行為研究之回顧與前瞻。中原企管評論，11(2)，1-28。
print cancel