負向顧客事件頻次與樂觀性格對情緒勞動的預測效果：服務關係長短的調節效果

The Effects of Frequency of Negative Customer Events and Optimistic Personality on Emotional Labor: The Moderating Effect of Length of Service Relationship

劉心瑜(Hsin-Yu Liu) ； 吳宗祐(Tsung-Yu Wu)

《人力資源管理學報》 12卷4期 (2012/12) Pp. 1-28

https://doi.org/10.6147/JHRM.2011.1204.01

摘要

本研究旨在探討兩種情緒勞動（即表層演出與深層演出）的前置因素，包含負向顧客事件頻次與樂觀性格，並檢視員工對顧客的服務關係長短對於上述前置變項與兩種情緒勞動的關係的調節效果。透過問卷調查法，本研究蒐集了208位第一線服務人員的問卷。階層迴歸分析結果顯示，負向顧客事件頻次分別與表層演出、深層演出有正、負向關係；樂觀性格分別與表層演出、深層演出有負、正向關係。此外，服務關係長短會調節負向顧客事件頻次與表層演出、深層演出之關係；在員工需要與顧客建立長期關係的情況下，負向顧客事件頻次與表層演出、深層演出之關係較強。再者，服務關係長短會調節樂觀性格與深層演出之關係，但不會調節樂觀性格與表層演出之關係；在員工需要與顧客建立長期關係的情況下，樂觀性格與深層演出的關係則較弱。本研究之理論意涵、實務貢獻、研究限制、及未來研究方向，將在最後提出討論。

關鍵字

情緒勞動 ； 表層演出 ； 深層演出 ； 樂觀性格 ； 負向顧客事件頻次

並列摘要

The current study explored the antecedents of two types of emotional labor (i.e., surface acting and deep acting), including frequency of negative customer events and optimistic personality, as well as examined the moderating effect of length of service relationship on the relationship between antecedents and two types of emotional labor. Using questionnaire survey, the data were collected from 208 first line service employees. Results of hierarchical regression showed that frequency of negative customer events were positively related to surface acting and negatively related to deep acting; optimistic personality was negatively related to surface acting and positively related to deep acting. In addition, length of service relationships moderated the relationship between frequency of negative customer events and surface acting as well as deep acting, such that the relationships were stronger under long-term service relationships. Also, the length of service relationships moderated the relationship between optimistic personality and deep acting, not surface acting, such that the optimism-deep acting relationship was weaker under long-term service relationships. The theoretical implications, practical contributions, limitations, and future research directions were discussed at the end.

並列關鍵字

emotional labor ； surface acting ； deep acting ； optimistic personality ； frequency of negative customer events

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