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題名 知覺展示規則、顧客負面事件與服務人員情感傳遞的關係：正、負向團隊情感氛圍的干擾效果及情緒勞動的中介效果
Perceived display rules, negative events, and employee affective delivery: the moderating effect of group affective tone and the mediating effect of emotional labor
作者 曾淑敏
Tseng, Shu-Min
貢獻者 蔡維奇
Tsai, Wei-Chi
曾淑敏
Tseng, Shu-Min
關鍵詞 員工情感傳遞
情緒勞動
團隊情感氛圍
知覺展示規則
顧客負面事件
Employee affective delivery
Emotional labor
Group affective tone
Perceived display rules
Negative events
日期 2009
上傳時間 9-May-2016 14:42:25 (UTC+8)
摘要 對服務業而言，服務人員的情感傳遞 (employee affective delivery, EAD)影響顧客觀感甚鉅，因此，如何提升員工情感傳遞，為學術界與企業界皆關切的議題。然而，過去研究雖認為知覺展示規則應能提昇員工情感傳遞，但其結果並不一致；此外，如何降低來自顧客的負面事件對員工情感傳遞的影響，在過去研究亦未深入探討。再者，過去探討員工情感傳遞的研究大多著重在個人層次，但服務人員實務上常以團隊的方式進行運作 (如：分店)，因此，本研究試圖以多層次研究的角度加以切入，探討團隊情感氛圍 (group affective tone)在其中扮演的角色。最後，本研究亦探究，團隊情感氛圍是否會干擾知覺展示規則與顧客負面事件與員工情感傳遞的關係、以及此干擾效果是否透過情緒勞動 (emotional labor)的中介而產生。

本研究樣本收集自美髮業58個設計師團隊，共計254個團隊成員 (含58位店長)。本研究以階層線性模式(hierarchical linear modeling)進行統計分析，結果發現，正、負向情感氛圍皆會干擾知覺展示規則與顧客負面事件對員工情感傳遞的關係，且上述干擾效果皆會透過深層演出的策略進而影響員工情感傳遞。另外，正向團隊情感氛圍亦能提升員工情感傳遞。
Employee affective delivery (EAD) plays a vital role in enhancing customer satisfaction and retention. Although “how to increase EAD” has been a critical issue for both academic and practical fields, several research gaps remained in the EAD and emotional labor literature: (1) Although researchers have suggested that perceived display rules could enhance EAD, past empirical findings did not emerge a consistent pattern on this relationship; (2) Furthermore, past studies have rarely examined how to reduce the negative impacts of customer negative events on EAD; (3) Past studies in the EAD and emotional labor fields have mainly conducted at the individual level; whether the team context influences service workers’ EAD has been neglected. In order to fill these research gaps, this study intended to examine the role of group affective tone (GAT) on EAD using a multilevel perspective. In addition, this study also explored whether GAT moderated the relationships between perceived display rules/negative events and EAD, and whether these moderating effects were mediated by emotional labor.

The sample is composed of 58 hair stylist teams and 254 team members (including 58 store managers). The hierarchical linear modeling analyses were conducted to test the hypotheses. The results showed that both positive group affective tone (PGAT) and negative group affective tone (NGAT) moderated the relationships between perceived display rules/negative events and EAD. Moreover, the above moderating effects were mediated by service employees’ deep acting. Finally, PGAT was positively related to EAD.
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陳怡安 (2008)。服務人員的正向情緒表達之前因與後果之探討。國立台北科技大學商業自動化與管理研究所碩士論文。
鄔佩君、陳彰儀、吳宗祐（2005）。華人企業服務人員情緒勞動方式的前置因素與其結果之關係：以銀行行員為例。教育與心理研究，28(4), 693-719。
廖致伶 (2004)。人力資源管理實務、情緒勞動、員工工作滿意與顧客滿意之研究 。國立彰化師範大學人力資源管理研究所碩士論文。
蔡維奇、紀乃文 (2008)。團隊情感氛圍形成的前因、情境調節、及個人層次後果變項之研究。組織與管理，1(1)，1-37。
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描述 碩士
國立政治大學
企業管理學系
96355023
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0096355023
資料類型 thesis
dc.contributor.advisor 蔡維奇zh_TW
dc.contributor.advisor Tsai, Wei-Chien_US
dc.contributor.author (Authors) 曾淑敏zh_TW
dc.contributor.author (Authors) Tseng, Shu-Minen_US
dc.creator (作者) 曾淑敏zh_TW
dc.creator (作者) Tseng, Shu-Minen_US
dc.date (日期) 2009en_US
dc.date.accessioned 9-May-2016 14:42:25 (UTC+8)-
dc.date.available 9-May-2016 14:42:25 (UTC+8)-
dc.date.issued (上傳時間) 9-May-2016 14:42:25 (UTC+8)-
dc.identifier (Other Identifiers) G0096355023en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/95030-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理學系zh_TW
dc.description (描述) 96355023zh_TW
dc.description.abstract (摘要) 對服務業而言，服務人員的情感傳遞 (employee affective delivery, EAD)影響顧客觀感甚鉅，因此，如何提升員工情感傳遞，為學術界與企業界皆關切的議題。然而，過去研究雖認為知覺展示規則應能提昇員工情感傳遞，但其結果並不一致；此外，如何降低來自顧客的負面事件對員工情感傳遞的影響，在過去研究亦未深入探討。再者，過去探討員工情感傳遞的研究大多著重在個人層次，但服務人員實務上常以團隊的方式進行運作 (如：分店)，因此，本研究試圖以多層次研究的角度加以切入，探討團隊情感氛圍 (group affective tone)在其中扮演的角色。最後，本研究亦探究，團隊情感氛圍是否會干擾知覺展示規則與顧客負面事件與員工情感傳遞的關係、以及此干擾效果是否透過情緒勞動 (emotional labor)的中介而產生。

本研究樣本收集自美髮業58個設計師團隊，共計254個團隊成員 (含58位店長)。本研究以階層線性模式(hierarchical linear modeling)進行統計分析，結果發現，正、負向情感氛圍皆會干擾知覺展示規則與顧客負面事件對員工情感傳遞的關係，且上述干擾效果皆會透過深層演出的策略進而影響員工情感傳遞。另外，正向團隊情感氛圍亦能提升員工情感傳遞。		zh_TW
dc.description.abstract (摘要) Employee affective delivery (EAD) plays a vital role in enhancing customer satisfaction and retention. Although “how to increase EAD” has been a critical issue for both academic and practical fields, several research gaps remained in the EAD and emotional labor literature: (1) Although researchers have suggested that perceived display rules could enhance EAD, past empirical findings did not emerge a consistent pattern on this relationship; (2) Furthermore, past studies have rarely examined how to reduce the negative impacts of customer negative events on EAD; (3) Past studies in the EAD and emotional labor fields have mainly conducted at the individual level; whether the team context influences service workers’ EAD has been neglected. In order to fill these research gaps, this study intended to examine the role of group affective tone (GAT) on EAD using a multilevel perspective. In addition, this study also explored whether GAT moderated the relationships between perceived display rules/negative events and EAD, and whether these moderating effects were mediated by emotional labor.

The sample is composed of 58 hair stylist teams and 254 team members (including 58 store managers). The hierarchical linear modeling analyses were conducted to test the hypotheses. The results showed that both positive group affective tone (PGAT) and negative group affective tone (NGAT) moderated the relationships between perceived display rules/negative events and EAD. Moreover, the above moderating effects were mediated by service employees’ deep acting. Finally, PGAT was positively related to EAD.		en_US
dc.description.tableofcontents 中文摘要 I
英文摘要 II
目錄 III
圖表目錄 IV
第一章 緒論 1
第一節 研究動機 1
第二章 文獻探討 5
第一節 員工情感傳遞 5
第二節 團隊情感氛圍對知覺展示規則與員工情感傳遞的干擾效果 5
第三節 團隊情感氛圍對顧客負面事件與員工情感傳遞的干擾效果 9
第四節 正、負向團隊情感氛圍與員工情感傳遞之關係 12
第五節 團隊情感氛圍與知覺展示規則的交互作用對員工情感傳遞的關係：情緒勞動之中介效果 14
第六節 團隊情感氛圍與顧客負面事件的交互作用對員工情感傳遞的關係：情緒勞動之中介效果 17
第三章 研究方法 20
第一節 研究架構 20
第二節 研究樣本與施測程序 20
第三節 研究工具與測量方法 23
第四節 驗證性因素分析 28
第五節 統計分析方法 29
第四章 研究結果 31
第一節 敘述性統計和變數間相關分析 31
第二節 階層線性模式分析先決條件之檢視 32
第三節 團隊情感氛圍對知覺展示規則與員工情感傳遞的干擾效果 32
第四節 團隊情感氛圍對顧客負面事件與員工情感傳遞的干擾效果 36
第五節 正、負向團隊情感氛圍與員工情感傳遞之關係 39
第六節 團隊情感氛圍與知覺展示規則的交互作用對員工情感傳遞的關係：情緒勞動之中介效果 40
第七節 團隊情感氛圍與顧客負面事件的交互作用對員工情感傳遞的關係：情緒勞動之中介效果 42
第五章 結論與建議 46
第一節 結果討論與理論意涵 46
第二節 管理意涵 49
第三節 研究限制與未來研究建議 50
參考文獻 53
附錄一 店長問卷 61
附錄二 店員問卷 63		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0096355023en_US
dc.subject (關鍵詞) 員工情感傳遞zh_TW
dc.subject (關鍵詞) 情緒勞動zh_TW
dc.subject (關鍵詞) 團隊情感氛圍zh_TW
dc.subject (關鍵詞) 知覺展示規則zh_TW
dc.subject (關鍵詞) 顧客負面事件zh_TW
dc.subject (關鍵詞) Employee affective deliveryen_US
dc.subject (關鍵詞) Emotional laboren_US
dc.subject (關鍵詞) Group affective toneen_US
dc.subject (關鍵詞) Perceived display rulesen_US
dc.subject (關鍵詞) Negative eventsen_US
dc.title (題名) 知覺展示規則、顧客負面事件與服務人員情感傳遞的關係：正、負向團隊情感氛圍的干擾效果及情緒勞動的中介效果zh_TW
dc.title (題名) Perceived display rules, negative events, and employee affective delivery: the moderating effect of group affective tone and the mediating effect of emotional laboren_US
dc.type (資料類型) thesisen_US
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