Title

員工情緒表達影響因素之研究-以鞋店銷售員為例

Translated Titles

A Study of Factors Affecting Employee Displayed Emotions: The Case of Shoe Store Sales Clerks

DOI

10.6656/MR.2002.21.1.CHI.67

Authors

蔡維奇(Wei-Chi Tsai);黃樱美(Yin-Mei Huang)

Key Words

情緒表達 ; 前期購買意願 ; 店內氣氛 ; Displayed emotions ; Pre-purchase intentions ; Store atmosphere

PublicationName

管理評論

Volume or Term/Year and Month of Publication

21卷1期(2002 / 04 / 01)

Page #

67 - 84

Content Language

繁體中文

Chinese Abstract

情緒表達(displayed emotions)意指員工在服務交易中表現出有益於組織的情緒之行動。過去研究指出招募甄選、社會化及獎懲等組織因素與員工情緒表達有關,本研究則著重於探討顧客前期購買意願及店內氣氛對員工情緒表達的影響。本研究以大台北地區154家鞋類用品店共300位鞋店銷售員及300位顧客為對象,使用觀察法蒐集顧客購買意願、店內氣氛及員工情緒表達的資料。研究結果發現,員工會藉由顧客的行為線索判斷其購買意願,並進而修正個人的情緒表達;當顧客購買意願愈高時,員工會有較親切友善的情緒表達。本研究亦發現,當店內氣氛愈好時,員工會表現愈親切友善的情緒。

English Abstract

Displayed emotions refer to the act of expressing organizationally desired emotions during service transactions. Past research indicated that recruitment, socialization, and reward system would affect employee displayed emotions. This study extends past research by proposing that customer pre-purchase intentions would influence employees' emotional displays. This study also examines the relationship between store atmosphere and employee displayed emotions. 300 shoe store sales clerks in Taipei areas and 300 customers who were served by one of those sales clerks participated in this study. Data was collected mainly by means of the observation method. Results suggested that sales clerks displayed more positive emotions toward customers who behaviorally exhibited higher pre-purchase intentions. The study also found that sales clerks displayed more positive emotions when the store atmosphere was more positive.

Topic Category 社會科學 > 經濟學
社會科學 > 管理學
Reference
  1. Ashforth, B. E.,Humphrey, R. H.(1993).Emotional labor in service roles: The influence of identity.Academy of Management Review,18(1)
  2. Barrick, M. R.,Stewart, G. L.,Neubert, M. J.,Mount, M. K.(1998).Relating member ability and personality to work-team processes and team effectiveness.Journal of Applied Psychology,83(3)
  3. Brown, C. S.,Sulzer-Azaroff, B.(1994).An assessment of the relationship between customer satisfaction and service friendliness.Journal of Organization Behavior Management,14
  4. Chang, Tung-Zong,Wildt, A. R.(1994).Price, product information, and purchase intention: An empirical study.Journal of the Academy of Marketing Science,22
  5. Cohen, J.,Cohen, P.(1983).Applied Multiple Regression/ Correlation Analysis for the Behavioral Sciences.Hillsdale, NJ:Lawrence Erlbaum Associates.
  6. Donovan, R. J.,Rossiter, J. R.(1982).Store Atmosphere: An Environmental Psychology Approach.Journal of Retailing,58
  7. Donovan, R. J.,Rossiter, J. R.,Marcoolyn, G.,Nesdale, A.(1994).Store atmosphere and purchase behavior.Journal of Retailing,70
  8. Ekman, P.(1973).Darwin and Facial Expression: A Century of Research in Review.NY:Academic Press.
  9. Engel, J. F.,Blackwell, R. D.,Miniard, P. W.(1995).Consumer Behavior.Orlando, FL:The Dryden Press.
  10. Fisher, C. D.,Ashkanasy, N. M.(2000).The emerging role of emotions in work life: An introduction.Journal of Organizational Behavior,21
  11. Goffman, E.(1969).Strategic Interaction.Philadelphia:University of Pennsylvania Press.
  12. Goodsell, C. T.(1976).Cross-cultural comparison of behavior of postal clerks towards clients.Administrative Science Quarterly,21
  13. Hochschild, A. R.(1983).The Managed Heart: Commercialization of Human Feeling.Berkeley, CA:University of California Press.
  14. Humphrey, R. H.,Ashforth, B. E.(1994).Cognitive scripts and prototypes in service encounters.Advances in Services Marketing and Management,3
  15. Locke, K.(1996).A funny thing happened! The management of consumer emotions in service encounters.Organization Science,7
  16. Mars, G.,Nicod, M.(1984).The World of Waiters.London:George Allen & Unwin.
  17. Posakoff, P. M.,Organ, D. W.(1986).Self-reports in organizational research: Problems and prospects.Journal of Management,12
  18. Rafaeli, A.(1993).Dress and behavior of customer contact employees: A framework for analysis.Advances in Services Marketing and Management,2
  19. Rafaeli, A.(1989).When cashiers meet customers: An analysis of the role of supermarket cashiers.Academy of Management Journal,32(2)
  20. Rafaeli, A.(1989).When clerks meet customers: A test of variables related to emotional expressions on the job.Journal of Applied Psychology,74(3)
  21. Rafaeli, A.,Sutton, R. I.(1990).Busy store and demanding customers: How do they affect the display of positive emotion?.Academy of Management Journal,33(3)
  22. Rafaeli, A.,Sutton, R. I.(1987).Expression of Emotion as Part of the Work Role.Academy of Management Review,12(1)
  23. Rafaeli, A.,Sutton, R. I.(1989).The expression of emotion in organizational life.Research in Organizational Behavior,11
  24. Rosci, F.(1981).Grin and sell it.Successful Meeting,June
  25. Shrout, P. E.,Fleiss, J. L.(1979).Intraclass correlations: Uses in assessing rater reliability.Psychological Bulletin,86
  26. Spies, K.,Hesse, F.,Loesch, K.(1997).Store atmosphere, mood and purchasing behavior.International Journal of Research in Marketing,14
  27. Sutton, R. I.(1991).Maintaining norms about expressed emotions: The case of bill collectors.Administrative Science Quarterly,36
  28. Sutton, R. I.,Rafaeli, A.(1988).Untangling the relationship between displayed emotions and Organizational Sales: The case of convenience stores.Academy of Management Journal,31
  29. Tesser, A.(1995).Advanced Social Psychology.New York:McGraw-Hill.
  30. Van Maanen, J.,Kunda, G.(1989).Real feelings: Emotional expression and organizational culture.Research in Organizational Behavior,11
  31. Wharton, A. S.,Erickson, R. J.(1993).Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles.Academy of Management Review,18
  32. Yoo, C.,Park, J.,MacInnis, D. J.(1998).Effects of store characteristics and instore emotional experiences on store attitude.Journal of Business Research,42
  33. 方紫薇 Fang, Tzu-Wei(1993)。國中教師氣憤情緒相關因素分析暨氣憤情緒管理策略成效之研究。國立臺灣師範大學教育心理與輔導研究所。
  34. 柯慧貞 Ko, Huei-Chen(1994)。親子關係、婦女孕產期憂鬱與焦慮、以及其下一代的追蹤研究第一年。行政院國家科學委員會。
  35. 柯慧貞 Ko, Huei-Chen(1995)。親子關係、婦女孕產期憂鬱與焦慮以及其下一代的追蹤研究(II)。行政院國家科學委員會。
  36. 彭文蓉(1993)。不同運動目標取向的成敗歸因及其對情緒反應的影響。國立體育學院運動科學研究所。
  37. 謝筱梅(1994)。事件屬性與事件焦點對情緒反應與因應方式影響之研究。國立臺灣師範大學教育心理與輔導研究所。
Times Cited
  1. 張嘉文(2012)。探討關係結合、關係承諾及離職意圖之關係-以餐飲業的情緒勞務員工為例。中興大學生物產業管理研究所學位論文。2012。1-57。 
  2. 王子薇(2008)。銷售人員的影響戰術與顧客購買意願之中介歷程探討。臺北科技大學商業自動化與管理研究所學位論文。2008。1-59。 
  3. 許譯丰(2006)。主管情緒表現對部屬情緒勞務負擔影響之 研究—以社會支持為干擾變項。中原大學企業管理研究所學位論文。2006。1-103。 
  4. 謝明德(2006)。職能導向訓練需求之研究。中興大學企業管理學系所學位論文。2006。1-78。
  5. 蔡政群(2007)。醫院護理人員情緒勞務、情緒耗竭與內部行銷關係之研究-南部某教學醫院之實證。崑山科技大學企業管理研究所學位論文。2007。1-124。
  6. 邱小芸(2008)。主管教導行為對員工正向情緒表達與失態行為之影響:魅力領導行為與不當對待領導行為之干擾效果。政治大學企業管理研究所學位論文。2008。1-78。
  7. 張靖兒(2010)。顧客外顯特徵對員工服務行為之影響: 顧客要求與員工對顧客承諾之干擾效果。政治大學企業管理研究所學位論文。2010。1-72。
  8. 翁湘晴(2011)。由社會認知觀點探討顧客衣著與購買行為線索對員工正向情緒表達之影響。政治大學心理學研究所學位論文。2011。1-56。
  9. 林琬真(2011)。探索員工服務行為內涵之研究─以房仲業者為例。政治大學企業管理研究所學位論文。2011。1-64。
  10. 陳皓怡(2011)。員工正向情緒表達影響因素之研究: 交易層次分析與個人變數之 跨層次干擾效果。政治大學企業管理研究所學位論文。2011。1-81。
  11. 林姵君(2015)。職場同事情緒勒索之情境與反應-以社會新鮮人為例。中正大學企業管理學系學位論文。2015。1-89。