Dance with the Customers-Customer Participation and Sex Role's Moderation between Emotional Labor and Its Consequences

• Main Authors: Yi-huei Chen, 陳怡憓
• Other Authors: Fong-Yi Lai
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/84440929662799250201

碩士 === 國立屏東科技大學 === 企業管理系所 === 96 === Compares to other industries, service industry is more likely to demand employees to express appropriate emotions in service encounters. Amongst the discussions of service providers, “emotional labor” had been extensively examined. However, little attention has paid to employees’ emotion displays and their effects on customers’ behaviors. Recent years’ organization behavior studies have pointed the importance of employees’ personal traits to work performance. Therefore, the purpose of this study is to examine moderation effect of service providers’ sex roles and customer participation between emotional labor and service performance. Samples of this study were drawn from Kaohsiung and Taipei cities’ service provides of hair/beauty, bank, and insurance industries. To common method variance (CMV) that might affect research results, dyadic questionnaires were distributed to first-line service providers, their supervisors, and their customers. In total 1488 valid questionnaires were collected. Key research finding are: (1) Emotion labor negatively affects service quality. (2) Emotion labor positively affects extra-role customer service behavior; negatively affects role-prescribed customer service behavior and cooperation behavior. (3) Customer participation positively moderates the relationship between emotion labor and role-prescribed customer service behavior. (4) Feminine sex role positively moderates the relationship between emotion labor and service quality, and service orient organization citizen behavior. Based on the research findings, the implication of research and managerial are discussed.