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A Study of Emotional Labor loading and Customer-Oriented Behavior ¡ÐSelf Monitoring and Internal Marketing as ModeratorsLo, Ren-Lin 11 December 2003 (has links)
The Purpose of this study is to explore the moderating effects of self monitoring and internal marketing on the relationships between the emotional labor loading and customer-oriented behavior.
The sample of this study consisted 2 hospitals at koashing. The questionnaires were used to survey and there were 400 Valid samples.
The results of this search indicate that¡G
1.Emotional labor loading affects customer-oriented behavior significantly. Emotional labor loading has positive impact on patient -orientation , however has negative impact on mission-orientation.
2. The interaction effects between the self monitoring and the emotional labor loading on patient-orientation is significantly, the hypothesis of moderating effect of self monitoring was supported.
3.The interaction effects between the internal marketing and the emotional labor loading on customer-oriented behavior is not significantly, the hypothesis of moderating effect of internal marketing was not supported.
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