碩士 / 國立臺灣師範大學 / 工業教育學系 / 105 / Customer-oriented behavior is an important factor in the service sectors of the transportation enterprise. Based on person-enviornment fit theory, employees’ emotion reaction to customers’ interaction is related to their emotion labor (i.e., deep or surface acting) toward serving; moreover, their personality also affect themselves to be deep or surface acting. As the transportation front workers face various people, how their emotion labor affect service was subjected to a questionnaire survey in this study. Confirmatory factor analysis with structural equation modeling was applied to analyze the data collected from a MRT company. The results of this study indicated that participants with extravert personality could positively predict their behavior in deep and surface actings; on the other hand, participants with neurotic personality could negatively predict their service behavior in deep and surface actings. Moreover, deep acting of emotion labor could positively predict their customer-oriented behavior. In addition, under the mediation of emotion labor, participants’ extravert personality was positively related to customer- oriented service, but their neurotic personality was negatively related to customer- oriented service. The implication of this study suggested that personel selection or recruiting for transportation front workers should consider hire employees with high level of extravert personality. Besides, some training might offer to current employees to practice approprieate acting to deal with different customers. As such, the quality of service could be expected to be enhanced and to reduce the complaints from coutomers.
| Identifer | oai:union.ndltd.org:TW/105NTNU5037041 |
| Date | January 2017 |
| Creators | Kuo, Yu-Jiun, 郭俞均 |
| Contributors | Li, Jeen-Fong, 李景峰 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 126 |
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