Return to search

A Study of Emotional Labor loading and Customer-Oriented Behavior ¡ÐSelf Monitoring and Internal Marketing as Moderators

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.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-1211103-213818
Date11 December 2003
CreatorsLo, Ren-Lin
ContributorsBih-Shiaw Jaw, none, none
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageCholon
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1211103-213818
Rightsunrestricted, Copyright information available at source archive

Page generated in 0.0022 seconds