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| 中文篇名 |
品味的正向力量：對情緒勞動與服務品質的連動 | |
|---|---|---|
| 英文篇名 |
The Positive Power of Savoring: Emotional Labor and Service Quality | |
| 作者 | ||
| 中文摘要 |
本研究以擴展—建立理論（broaden-and-build theory）整合正向心理學與情緒勞動兩大文獻領域，檢驗服務人員的品味能力是否會轉化情緒勞動的過程並進而影響其服務品質。本研究以線性結構模式分析491筆第一線服務人員與主管之配對資料，結果顯示，品味會降低淺層演出，進而提高服務品質；品味會增加深層演出，然而，深層演出對服務品質無顯著影響。最後，依據本研究結果，提出討論及研究建議與限制。 | |
| 英文摘要 |
Based on broaden-and-build theory, this study integrates the theories of positive psychology and emotion labor to examine whether employee savoring influences emotional labor performed, in turn, would increase service performance. The study was conducted among 491 frontline employees across various service industries. Results of structural equation modeling analyses show that employee savoring decrease surface acting, and further influence employee service quality. Accordingly, restricts of research and suggestion, managerial implications are discussed. | |
| 關鍵詞 |
正向心理學、服務品質、品味、深層演出、淺層演出、positive psychology、service quality、savoring、deep acting、surface acting | |
| 刊名 | ||
| 期數 | ||
| 起訖頁 |
113-146 | |
| 出版單位 | ||
| DOI | ||
| QRCode |
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