員工顧客導向特質對情緒勞動之影響：主管顧客導向特質重要嗎？

The Effects of Employees' Customer-orientation Traits on Emotional Labor: Does Supervisors' Customer-orientation Traits Matter?

10.3966/199687602017021001004

林少龍(Shao-Lung Lin)；繆敏志(Min-Chin Miao)

表層演出 ； 情緒勞動 ； 深層演出 ； 顧客導向特質 ； surface acting ； emotional labor ； deep acting ； customer-orientation trait

組織與管理

10卷1期（2017 / 02 / 01）

131 - 158

繁體中文

本研究的目的在瞭解員工及主管顧客導向特質如何影響情緒勞動；採用與顧客互動之第一線員工及主管為研究對象，共計回收有效問卷第一線員工298份及主管50份，由於員工巢套在個別主管之下，因此採用跨層級的分析方法，研究結果顯示：一、員工顧客導向特質正向影響深層演出，但負向影響表層演出；二、主管顧客導向特質干擾員工顧客導向特質與深層演出之關係，即主管顧客導向特質會減弱員工顧客導向特質與深層演出之正向關係。本研究討論研究發現在理論與管理實務上之意涵，同時對於未來研究方向提出建議。

The authors examined how employees' and supervisors' customer-orientation traits relate to emotional labor. The sample respondents include 298 first line employees who interact with customers, and 50 of their supervisors. We used cross-level analysis because employees are nested within individual supervisors. The results reveal that employees' tendency towards customer-orientation is positively associated with their degree of deep acting but negatively associated with their degree of surface acting. In addition, supervisors' customer-orientation traits moderate the association between employees' tendency towards customer-orientation and their degree of deep acting, such that the association is positive and weaker among employees who have higher customer-oriented supervisors than those who have lower customer-oriented supervisors. The authors discuss the theoretical and practical implications and provide some suggestions for the future study.

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