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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-1211103-213818 |
| Date | 11 December 2003 |
| Creators | Lo, Ren-Lin |
| Contributors | Bih-Shiaw Jaw, none, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1211103-213818 |
| Rights | unrestricted, Copyright information available at source archive |
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