The Influenece of Positive Emotion from Service Industry Supervisor to Staff Optimism-with Emotional Contagion as Mediator

• Main Authors: YU,SHIH,LI-YUEH, 尤施麗月
• Other Authors: 黃經智
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/rc4f75

碩士 === 南臺科技大學 === 企業管理系 === 104 === Service industry is to fulfill customers demand or to provide consumers better product to meet their expectation. Service Employer in order to satisfy customers or to keep customer, they upgrade their service attitude and to level up the service quality, this is a key component to make the service industry successfully, and also to maintain as a long term competition to make sure their role in the market. Referred to previous studies, the emotions and service attitude of the service people have certain relation with customers feeling whether to buy the products or not. The research is to understand the service industry employers’ positive thinking is related to employees’ emotion and optimism, and to discuss about the employers’ positive emotion whether to influence employees’ emotion or optimism. Except to review by previous survey data, this research is to have 218 surveys with random sampling and received the completion survey is 72.6% by SPSS analysis based on descriptive statistical analysis, reliability analysis as a basis. The research result reflects: (1) Supervisors’ positive emotion has significantly relation with employees’ emotional contagion. (2) Supervisors’ positive emotion has significantly positive influence to employees’ optimistical tedency. (3) Supervisors’ positive emotion has significantly positive influence to employee’ optimistical faith. (4) Supervisors’ positive emotion has significantly positive influence to employees’ optimistical influence. (5) Supervisors’ emotional contagion has significantly mediating effects on the relation between supervisors’ positive emotion and employees’ optimistical tedency. (6) Supervisors’ emotional contagion has significantly mediating effects on the relation between supervisors’ positive emotion and employees’ optimistical faith. (7) Supervisors’ emotional contagion has significantly mediating effects on the relation between supervisors’ positive emotion and employees’ optimistical influence. Key words: Positive Emotion, Emotional Contagion, Optimism, Service industry