政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/10171
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113318/144297 (79%)
Visitors : 50988285      Online Users : 202
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/10171


    Title: 員工情緒表達影響因素之研究—以鞋店銷售員為例
    Other Titles: A Study of Factors Affecting Employee Displayed Emotions: The Case of Shoe Store Sales Clerks
    Authors: 蔡維奇;黃櫻美
    Tsai, Wei-Chi；Huang, Yin-Mei
    Keywords: 情緒表達;前期購買意願;店內氣氛
    Displayed emotions;Pre-purchase intentions;Store atmosphere
    Date: 2002
    Issue Date: 2008-11-25 10:27:00 (UTC+8)
    Abstract: 情緒表達(displayed emotions)意指員工在服務交易中表現出有益於組織的情緒之行動。過去研究指出招募甄選、社會化及獎懲等組織因素與員工情緒表達有關，本研究則著重於探討顧客前期購買意願及店內氣氛對員工情緒表達的影響。本研究以大台北地區154家鞋類用品店共300位鞋店銷售員及300位顧客為對象，使用觀察法蒐集顧客購買意願、店內氣氛及員工情緒表達的資料。研究結果發現，員工會藉由顧客的行為線索判斷其購買意願，並進而修正個人的情緒表達；當顧客購買意願愈高時，員工會有較親切友善的情緒表達。本研究亦發現，當店內氣氛愈好時，員工會表現愈親切友善的情緒。
    Displayed emotions refer to the act of expressing organizationally desired emotions during service transactions. Past research indicated that recruitment, socialization, and reward system would affect employee displayed emotions. This study extends past research by proposing that customer pre-purchase intentions would influence employees` emotional displays. This study also examines the relationship between store atmosphere and employee displayed emotions. 300 shoe store sales clerks in Taipei areas and 300 customers who were served by one of those sales clerks participated in this study. Data was collected mainly by means of the observation method. Results suggested that sales clerks displayed more positive emotions toward customers who behaviorally exhibited higher pre-purchase intentions. The study also found that sales clerks displayed more positive emotions when the store atmosphere was more positive.
    Relation: 管理評論, 21(1), 67-84
    Data Type: article
    Appears in Collections:[Department of Business Administation] Periodical Articles

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML2930View/Open
    6784.pdf1067KbAdobe PDF21451View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback