| dc.contributor | 國貿系 | |
| dc.creator (作者) | 鄭濬浩 | |
| dc.creator (作者) | Chung, June-ho;Hur, Won-Moo;Park, Hyewon | |
| dc.date (日期) | 2024-10 | |
| dc.date.accessioned | 2024-12-12 | - |
| dc.date.available | 2024-12-12 | - |
| dc.date.issued (上傳時間) | 2024-12-12 | - |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/154706 | - |
| dc.description.abstract (摘要) | Purpose: This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy. | |
| dc.format.extent | 105 bytes | - |
| dc.format.mimetype | text/html | - |
| dc.relation (關聯) | Journal of Service Theory and Practice, Vol. 34, No. 6, pp.915-940 | |
| dc.subject (關鍵詞) | Organizational control system; Outcome-based control system; Behavior-based control system; Work engagement; Organizational dehumanization; Emotional labor; Deep acting; Surface acting; Stimulus-organism-response | |
| dc.title (題名) | Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor | |
| dc.type (資料類型) | article | |
| dc.identifier.doi (DOI) | 10.1108/JSTP-12-2023-0322 | |
| dc.doi.uri (DOI) | https://doi.org/10.1108/JSTP-12-2023-0322 | |
