符合情緒規範的表達方式：從客服人員對顧客與組織的觀點

The Ways to Express Required Emotions: Customer-Contact Employees' Perspectives toward Customers and Organization

黃品全(Pin-Chyuan Hwang)

《觀光休閒學報》 18卷2期 (2012/08) Pp. 89-110

https://doi.org/10.6267/JTLS.2012.18(2)1

摘要

本研究從人員在服務工作中的二個面向，探討符合情緒規範之表達方式的影響因子：對於顧客（對顧客的情感承諾與適應力），及對於組織（與組織的社會、經濟交換）。以航空公司客服中心239位人員之有效問卷，使用AMOS 5.0之檢驗發現，顧客情感承諾對正面一致呈正向作用，待客適應力對正面一致、深層飾演呈正向作用。社會交換與正面一致及深層飾演呈正相關，經濟交換則與表層飾演呈正相關。此外，待客適應力的調節效果分析發現，適應力能弱化情感承諾與深層飾演的正向關係，強化情感承諾與表層飾演的負向關係。最後，本研究結果也對情緒勞務提供進一步的學理思維及實務意涵。

關鍵字

情緒勞務 ； 對顧客的情感承諾 ； 待客適應力 ； 社會交換 ； 經濟交換

並列摘要

This study discussed predictors of the ways to express emotions required by display rule from two perspectives of service work: toward customers (affective commitment and adaptability to customers) and toward organization (social and economic exchange relationships with organization). With AMOS 5.0, data of 239 employees at airlines service centers indicated that affective commitment was positively related to positive consonance. Employees with higher adaptability used more positive consonance and deep acting. There were positive relations among social exchange, positive consonance, and deep acting; economic exchange and surface acting was positively related. Further, adaptability was proved to moderate the relations of affective commitment to deep and surface acting. Specifically, the positive relation between affective commitment and deep acting was weaker when adaptability was high; the negative relation between affective commitment and surface acting was stronger when adaptability was high. Finally, theoretical and managerial implications of the results for emotional labor were discussed.

並列關鍵字

emotional labor ； affective commitment to customers ； adaptability ； social exchange ； economic exchange

參考文獻

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