题名

情緒在每一個服務瞬間：從情感事件理論探討人際公平對服務人員情緒及顧客導向的影響

并列篇名

Emotion at the Service Encounter: Apply Affective Events Theory to Exploring the Relationship Among Interpersonal Injustice, Emotion, and Customer Orientation

DOI

10.6147/JHRM.202012_20(2).0003

作者

蕭婉鎔(Wan-Jung Hsiao)

关键词

情感事件理論 ； 經驗取樣法 ； 人際公平 ； 負向情緒 ； 情緒智力 ； affective events theory ； experience sampling method (ESM) ； interpersonal justice ； negative emotion ； emotional intelligence

期刊名称

人力資源管理學報

卷期/出版年月

20卷2期（2020 / 12 / 01）

页次

63 - 89

内容语文

繁體中文
中文摘要

本研究以經驗取樣法驗證情感事件理論，探討服務人員在與顧客服務接觸時，人際公平、負向情緒以及服務導向行為的關係。本研究有效回收樣本共200位受試者，每位受試者在五個工作天內，共記錄20次服務接觸後的情緒以及行為反應。研究結果發現，每次的服務接觸皆是一次情感事件，服務人員所感受到人際公平皆會為其情緒產生影響，進而影響其服務導向行為。除此之外，本研究亦發現，情緒智力會調節情感事件與負向情緒的關係。
英文摘要

Based on affective events theory, we used experience sampling method to explore the relationship among interpersonal justice, negative emotion, and customer orientation behavior in service encounter. Totally 200 samples are collected. Each subject recorded a total of 20 service encounters' emotional and behavioral responses within five working days. We found that every service encounter is an emotional event, and interpersonal justice felt by service providers will affect their emotions, which in turn affect their service oriented behavior. Moreover, emotional intelligence was the moderator in the relationship between event and negative emotion.
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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