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.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0096355023 |
| Creators | 曾淑敏, Tseng, Shu-Min |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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