- 會議論文
A Study on the Influence of Emotional Services on Service Adaptive Behavior
摘要
This study investigates the influence of surface acting and deep acting of emotional labor on service adaptability and the additional interference effect induced by environmental creativity and job standardization. In this study, the frontline service personnel of Taiwan's hotel industry were selected as the target for receiving survey questionnaires. Study results show that higher degree of surface acting for the personnel will lead to lower service adaptability. Conversely, higher degree of deep acting for the personnel will lead to higher the service adaptability.
延伸閱讀
- 梁文科、羅之涵（2015）。A Study of Relationships among Internal Service Quality, Psychological Capital and Job Satisfaction。管理資訊計算，4()，249-262。https://doi.org/10.6285/MIC.4(S1).24
- Shyu, J. S. (1991). Predictors of Adaptive Behavior among Supported Employment Program Clients. 特殊教育與復健學報, (1), 205-228. https://www.airitilibrary.com/Article/Detail?DocID=15633586-199107-201309120028-201309120028-205-228
- 鄧維兆、林世泰、蔡志宏（2007）。The Impacts of Business Internal Service Quality on the Employee Job Satisfaction。品質月刊，43(11)，61-66。https://doi.org/10.29999/QM.200711.0015
- Gau, W. B., & Fu, Y. P. (2009). A Study on Public Servants' Learning and Behavior Change-A Social Interaction Perspective. 公共行政學報, (30), 1-32. https://doi.org/10.30409/JPA.200903_(30).0001
- 莊璦嘉、林惠彥（2005）。An Investigation of the Effect of Person-Environment Fit on Work Attitudes and Behaviors。台灣管理學刊，5(1)，123-148。https://doi.org/10.6295/TAMJ.2005.0501.05