情緒勞務與服務品質間之關係：以個人工作、個人組織適配為中介變項

• Main Author: 黃秀琴
• Other Authors: 蔡啟通
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/04790594694431870491

碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 98 === The occupational has been focused on customer-oriented culture. Hence, it is necessary for company to treat employee as respect as customers. The service qualities of the companies rely on the first-line employee to supply high quality to satisfy customer. When the enemy continuity conducts the latest equipments only the service quality decide to the company key advantage. The first-line employees are the key role of the hotels and they stand for the company image. The emotional labor and work role relationship issued have been discussed in the organization field. And the researchers have discovered emotional labor is an important factor to service quality. In this studying suggest when persons adapt different emotional regulated strategy they will concern different thing in the environment. And they will perform different service quality. Surface acting will focus on personal job and the other deep acting will concentrate on organization items. Besides, to get more realization hospitality work characteristics, in this studying the person-organization fit stress on the employee moral ethics issues. The deep acting will perform higher performance and they will abide the organization rules. In this studying the samples are international hotel and tourism hotel. The questionnaires make a pair, and we total deliver 275 pairs questionnaires, 33 hotels, and the effect surveys are 129 pairs. In this studying, I use regression to analysis hypothesis. The results demonstrate (1).surface acting and service quality have no relation；(2).The person-job fit is not mediate the surface acting and service quality；(3). The deep acting has positive performance. Moreover the deep acting will concern person and organization value are fit will get high performance.