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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Testing an integrated emotional regulation strategies model among Chinese service employees: an investigation of the role of service culture and emotional expressivity. / CUHK electronic theses & dissertations collection

January 2006 (has links)
In this study, an integrated model was proposed to examine the impact of emotional labor on quality of work life and psychological health among Chinese employees. Compared to other emotional labor models, this model considered the influence of perceived service culture as an antecedent of perceived organizational emotion control (i.e., display rules and performance monitoring). Apart from surface acting and deep acting, it also incorporated an alternative emotional regulation strategy, namely authentic self, to cope with the organizational emotion control. The integrated model included emotional expressivity as an individual factor that might influence the emotional regulation process. Two studies were conducted to examine the validity of the model. In Study 1, 486 Chinese service employees, including call center representatives, retail shop managers, human service workers, and local registered nurses were recruited. Path analysis was used to examine if the integrated model fit the cross-sectional data and results showed satisfactory model fit. A series of hierarchal regression analyses were conducted to examine the moderating effect of emotional expressivity. Instead of the hypothesized moderating effect, there were significant main effects of emotional expressivity on emotional regulation strategies. Considering the significant association between these variables, the integrated model was further revised by incorporating the emotional expressivity as an individual factor of emotional regulation strategies. Multi-sample path model analyses showed that the model was equally applicable in both gender groups for job and health outcomes. Result of the cross-sectional model showed that perceived service culture was directly related to both perceived display rules and performance monitoring. While perceived performance monitoring and authentic self were associated with surface acting, perceived display rule was in turn related to deep acting. Emotional expressivity was related to authentic self. Quality of work life was associated with surface acting and deep acting. This model could also be applied to understand psychological distress. / Study 2 was conducted to provide additional support to the integrated model, including an emotional expressivity training program and a longitudinal validation on the emotional regulation strategies model. In the emotional expressivity training program, 155 participants who had completed the questionnaire survey in Study 1 were recruited. Among them, 131 participants had joined a half-day emotional expressivity training program while 24 participants were assigned into the control group. The objective of the program was to enhance participants' positive expressivity and reduce negative expressivity and impulse strength. Results showed that the training was effective in maintaining participants' authentic self. In particular, authentic self did not change across time among training group. However, authentic self in the control group decreased significantly 3 months after the training program (T2) when it was compared to the pre-training period. In the longitudinal validation study, a longitudinal model was devised to measure changes on emotional expressivity at T1 and T2 and its relations to emotional regulation strategies among the training group (n = 131). The significant associations between perception of service culture, organizational emotion control, and emotional regulation strategies in Study 1 were also found in Study 2. Quality of work life at T2 was related to surface acting at T2 and quality of work life at TI. The longitudinal model was also applied to predict psychological distress. Deep acting, surface acting, and emotional expressivity at T2 as well as psychological distress at TI were significantly related to psychological distress at T2. Limitations, suggestions for future research, and practical implication to organizations are discussed in Chapter 6. / Cheung Yue Lok. / "July 2006." / Adviser: Catherine S. K. Tang. / Source: Dissertation Abstracts International, Volume: 68-03, Section: B, page: 1970. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2006. / Includes bibliographical references (p. 172-189). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. [Ann Arbor, MI] : ProQuest Information and Learning, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.
2

Service quality perception difference between employees and customers.

January 2002 (has links)
Ng, Wai Hung Thomas. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 103-112). / Abstracts in English and Chinese ; questionnaires in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iv / ACKNOWLEDGEMENT --- p.vi / TABLE OF CONTENTS --- p.vii / LIST OF TABLES --- p.ix / LIST OF FIGURES --- p.x / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter CHAPTER II --- LITERATURE REVIEW --- p.6 / Service Quality (SQ) --- p.6 / Conceptualizing SQ --- p.9 / SQ Perception Discrepancy between Employees and Customers --- p.14 / SQ Conceptualization Discrepancy / Discrepancy in Psychometric Properties of SQ scale / SQ Evaluation Discrepancy / Measurement Equivalence/Invariance(ME/I) --- p.19 / Testing Configural Invariance / Testing Factorial Invariance / Testing Unique Variance Equivalence / Testing Factor Variance Equivalence / Testing Intercept/Scalar Invariance / Testing Factor Correlations Equivalence / Testing Latent Means Equivalence / Chapter CHAPTER III --- OBJECTIVE --- p.25 / Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27 / SQ Conceptualization --- p.27 / Difference in Conceptual Model / Difference in Manifestation of Constructs (Dimensions) / Psychometric Properties of the Scale --- p.31 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.35 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary --- p.39 / Chapter CHAPTER V --- METHODOLOGY --- p.41 / Data Collection --- p.41 / Survey Instrument / Interview / Method of Analysis --- p.42 / Testing Difference in Conceptual Model / Testing Difference in Manifestation of Constructs / Testing Difference in Magnitude of Random Error / Testing Difference in Perception Dispersion / Testing Difference in Baseline Perception / Testing Difference in Interrelationships among Dimensions / Testing Difference in Perceived SQ level / Other Methodologies in Examining ME/I --- p.51 / Chapter CHAPTER VI --- RESULTS --- p.56 / SQ Conceptualization --- p.59 / Difference in Conceptual Model / Difference in Manifestation of Constructs / Psychometric Properties of the Scale --- p.68 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.75 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary of Results --- p.77 / SQ Conceptualization / Psychometric Properties / SQ Evaluation / Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85 / Managerial Implications --- p.85 / Using Employees Information / Training / Methodological Merits --- p.90 / Measurement Non-invariance as a Source of Information --- p.92 / Future Direction: / Application of the Multiple Forms of Discrepancy --- p.94 / Conclusion --- p.95 / APPENDIX --- p.96 / Chapter 1A. --- Employees Survey Questionnaire --- p.96 / Chapter 1B. --- Customers Survey Questionnaire --- p.99 / Chapter 2. --- Item Patterns of Three Testing Models --- p.102 / REFERENCES --- p.103

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