以往工作情感的文獻常單獨探討正、負向情感狀態對個人行為與態度的影響;但一天之中的情感並非一成不變,Fong(2006)提出「情感雙歧」的概念,指出當個人在短時間內經歷到高度正、負向情感狀態時,將有助於提升個人對周邊情境的敏感度與對情境的感受,進而影響個人的行為表現與創意。由於第一線服務人員直接面對來自顧客的各種要求與對待,對於顧客的需求與想法必須非常敏感,故基於情感雙歧的觀點,本研究探討工作場域中,225位第一線服務人員在短時間內經歷的正負向情感,對其服務品質和工作滿意度之影響。本研究實證結果發現,高度正向情感與高負向情感交互作用下,會讓服務人員有較佳的服務品質與工作滿意度。最後,本研究亦發現服務人員的情感雙歧狀態,是透過提升其工作滿意度、進而反應在服務品質之上的。本研究亦針對理論貢獻與管理意涵加以討論之。
To provide excellent service, the frontline service workers have to cope with various needs from customers, which might result in negative affect experienced during the service delivery and influence service workers' job attitudes and performance. Based on Fong's (2006) affective ambivalence perspective, we examine whether the interaction between negative and positive affect experienced within a short period predicts service quality and job satisfaction using a sample of 225 service workers. The results showed that the interaction between high positive and negative affect leads to higher levels of service quality and job satisfaction. Moreover, service workers' job satisfaction partially mediated the interactive effect between positive and negative affection on service quality. Theoretical and practical implications of our findings are also discussed.