题名

情緒勞動對服務品質之影響：團隊服務氣候及情緒能力之調節角色

并列篇名

The Effects of Emotional Labor on Service Quality: The Moderating Roles of Teams Service Climate and Emotional Competence

DOI

10.6147/JHRM.2014.1402.02

作者

陳淑玲(Shu-Ling Chen)；鄭雅任(Ya-Jen Cheng)；陳文惠(Wen-Hui Chen)

关键词

情緒勞動 ； 服務氣候 ； 情緒能力 ； 服務品質 ； emotional labor ； service climate ； emotional competence ； service quality

期刊名称

人力資源管理學報

卷期/出版年月

14卷2期（2014 / 06 / 01）

页次

27 - 54

内容语文

繁體中文
中文摘要

根據工作要求－資源模型，本研究主要在探討團隊服務氣候與個人情緒能力在情緒勞動與服務品質之間的調節效果。本研究主要研究對象為台灣地區服務業第一線服務人員，採問卷調查方式，共計回收145份團隊資料，562份員工樣本。階層線性模式（HLM）分析之結果顯示，服務氣候與情緒能力在淺層演出與服務品質關係間具顯著調節效果。最後，依據本研究結果，提出討論及研究建議與限制。
英文摘要

Based on job demands-resources model, the present study proposed differential relationships between surface acting and deep acting and service quality, which were expected to be moderated by teams' service climate and emotional competence .Using data from surveys of 145 service teams (562 frontline employees) and the hierarchical linear modeling (HLM) approach, we find that both service climate and emotional competence moderated the relationships between surface acting and service quality in different ways. Accordingly, restricts of research and suggestion, managerial implications are discussed.
主题分类 社會科學 > 心理學
社會科學 > 社會學
社會科學 > 經濟學
社會科學 > 管理學
社會科學 > 法律學
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