Wong, Yuen Shan Noel. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2007. / Includes bibliographical references (leaves 59-66). / Abstracts in English and Chinese, appendix also in Chinese. / Abstract --- p.i / 摘要 --- p.iii / Acknowledgement --- p.iv / Table of Content --- p.v / Lists of Tables --- p.vii / Lists of Figures --- p.viii / Chapter CHAPTER 1. --- INTRODUCTION --- p.1 / Background --- p.1 / Overview of Emotional Labor --- p.3 / Antecedents of Emotional Labor --- p.4 / Consequences of Emotional Labor --- p.6 / Moderators --- p.9 / Moderating Effects on the Display Rule-Emotion Regulation Relations --- p.12 / Emotional stability and extraversion --- p.14 / Person-job fit and person-organization Fit --- p.18 / Moderating Effects on the Emotion Regulation-Negative Outcomes Relations --- p.21 / Emotional stability and extraversion --- p.22 / Person-job fit and person-organization Fit --- p.23 / Chapter CHAPTER 2. --- METHOD --- p.28 / Participants --- p.28 / Measures --- p.29 / Analysis Plan --- p.32 / Chapter CHAPTER 3. --- RESULTS --- p.35 / Descriptive Analyses --- p.35 / Structural Equation Modeling --- p.38 / Chapter CHAPTER 4. --- DISCUSSION --- p.48 / Moderating Effects on the Display Rules-Deep Acting Relation --- p.48 / Moderating Effects on the Display Rules-Surface Acting Relation --- p.52 / Moderating Effects on the Emotion Regulation-Outcomes Relations --- p.53 / Common Method Variance --- p.53 / Limitations --- p.55 / Implications --- p.56 / Chapter CHAPTER 5. --- CONCLUSION --- p.58 / References --- p.59 / Appendix --- p.67

Despite many efforts to promote the importance of considering consumer experience, few studies have provided empirical evidence of their impact on immediate consumption outcomes and on their relationship with existing product/service design attributes, while considering the subjective nature of consumer experiences. In the present dissertation, we propose that important insights could be gained in building such evidence by considering research on emotions and rigorous empirical approaches that account for the subjectivity of the experience. Specifically, we propose a framework that builds on the consumption emotion literature and on functional theories of emotions and that is based on a Bayesian approach that takes into consideration individual differences in emotional experience. The framework rests on four core elements: (1) assessment of emotional experience emerging over the consumption episode, (2) link between this experience and immediate evaluative and behavioral outcomes, (3) exhaustive consideration of potential eliciting factors among elements of the consumption object and environment, and (4) assessment of the added value of the experience elicited by the consumption offering and consideration of alternative influences of consumption emotions on consumption outcomes consistent with their functional values. / The framework was applied in the context of extended health services in which repeated consumption episodes were observed. Results show that emotional states that arise during consumption do impact satisfaction measures, but have a limited impact on consumers' immediate consumption behavior. These relationships however could not be explained by the added value brought by the experience, as no evidence for mediation by emotional experience was found between service attributes and consumption outcomes. Emotional states experienced either prior or immediately following consumption showed a superior ability to predict consumption outcomes, with their influence being tied to their respective informational and, to some degree, motivational functions. We also provide evidence that emotions experienced before and elicited during consumption moderated the impact of service attributes on both satisfaction and immediate consumption behavior. Results highlight the importance of considering emotional states experienced at any stage during consumption, but also the challenge of doing so with existing resources in the present context. Contributions, limitations, and future directions are also discussed.

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Service orientation has been suggested to be a work-related behavioral trait that contributes toward overall job performance in certain occupations. Therefore, the Batrus Hollweg Service Questionnaire (SQ), a personality inventory, was hypothesized to predict performance in a sample (N=55) of fast-food restaurant workers whose jobs were primarily composed of service-related elements. A performance evaluation form was created for use as the criterion measure. An alternative scoring system for the SQ was developed, and showed it to be significantly correlated with the criterion. The potential for use of the alternative scoring procedure is discussed.

This dissertation focused on identifying personality traits, as measured by the Occupational Personality Questionnaire 32 (OPQ32r) that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. The purpose of this research was to determine whether there are relationships between certain personality traits of customer service centre agents and their job performance. Purposeful sampling was used to involve the entire agent base as participants (N=89). A quantitative empirical study was conducted in which the relationship between the independent variable (personality) and dependent variable (job performance) was investigated. Several personality traits that predicted job performance were identified. Identifying the personality characteristics of individuals who are successful in a CSC environment should aid organisations in creating a better/suitable fit between employees and the requirements of such an environment, thereby improving organisational outcomes. This research adds to current literature gaps in establishing the relationship between personality traits and performance in the context of a customer relations management call centre environment. / Industrial and Organisational Psychology / M.Com. (Industrial and Organisational Psychology)

This dissertation focused on identifying personality traits, as measured by the Occupational Personality Questionnaire 32 (OPQ32r) that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. The purpose of this research was to determine whether there are relationships between certain personality traits of customer service centre agents and their job performance. Purposeful sampling was used to involve the entire agent base as participants (N=89). A quantitative empirical study was conducted in which the relationship between the independent variable (personality) and dependent variable (job performance) was investigated. Several personality traits that predicted job performance were identified. Identifying the personality characteristics of individuals who are successful in a CSC environment should aid organisations in creating a better/suitable fit between employees and the requirements of such an environment, thereby improving organisational outcomes. This research adds to current literature gaps in establishing the relationship between personality traits and performance in the context of a customer relations management call centre environment. / Industrial and Organisational Psychology / M.Com. (Industrial and Organisational Psychology)