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    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://irlib.pccu.edu.tw/handle/987654321/5425


    题名: 自我監控與情緒勞動之相關研究-以顧客參與為干擾變項。
    A Study of Emotional Labor and Self-monitoring－Customer Participation as Moderators
    作者: 陳親誼
    贡献者: 國際企業管理研究所
    关键词: 自我監控
    情緒勞動
    顧客參與
    日期: 2006
    上传时间: 2010-07-05
    摘要: 本研究之研究目的，主要擴充自我監控能力與顧客參與程度對情緒勞動之關係的知識。透過需要高度自我監控能力之業務或服務人員，來探討情緒勞動與顧客參與程度之關係，採以自我監控能力之高低，作為情緒勞動之前置變數，因加入顧客參與程度為干擾變數，能夠較文獻記載以外之層面加以深入研究。本研究調查對象為經銷大台北地區裕隆日產汽車（NISSAN）業務從業人員及保養廠接待人員。總共發出380份問卷，回收375份，有效問卷為331份，回答率為87.1%。
    研究結果顯示，自我監控能力與情緒勞動（表面偽裝、深層偽裝）呈現顯著正相關。而顧客參與程度對自我監控能力與表面偽裝間之關係的干擾效果在本研究中並不顯著，但顧客參與程度對自我監控能力與深層偽裝間之關係的干擾效果卻呈現正相關。根據研究發現，本研究探討顧客參與之干擾行為在表面上是看不出來的，但主要是針對員工本身內心感受部分是有影響的，當顧客參與程度愈高時，員工則愈不需要做深層偽裝。
    The purpose of this investigation is to study the moderating effect of Customer Par-ticipation on the relation between Self-monitoring and Emotional Labor. In addition, to research the relation between Emotional Labor and Customer Participation by inves-tigating the targeted group of sales professionals and customer service representatives who require high capability of self-monitoring. The data were analyzed by using differ-ent level of self-monitoring to be the antecedent of Emotional Labor.
    The data is composed of service contact-employees and car sales professional of Nissan Company in Taiwan and is collected by 375 questionnaires. Among which, 331 are valid, response rate is 87.1% against original 380 issuing copies.
    The research indicates that positive relationship exists between Self-Monitoring and Emotional Labor, including surface acting and deep acting. And the moderating effect of Customer Participation was found ambiguous between Self-Monitoring and surface acting. But results also indicate the moderating effect of Customer Participation demonstrates positive relationship on Self-Monitoring and deep acting
    As a conclusion, though the moderating effect of Customer Participation is hard to observe, it is obviously that the behavior of deep acting is lower whenever the Customer Participation is higher.
    显示于类别:[企業管理學系暨國際企業管理研究所] 博碩士論文

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