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The mediating effect of emotional labor and adaptive selling behavior.
Sun Yat-
Sen Management Review
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林義屏、董玉娟與李勇輝,
2007
,顧客關係管理在網路銀行服務的應用:網站服務品
質對顧客忠誠度的影響,
交大管理學報
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27
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1
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57-85
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(Lin, Yi-Ping,
Tung, Yu-Chuan, and Lee, Yeong-Huei. 2007. Practicing customer relationship
management for Internet banking services: The effect of e-service quality on
customer loyalty.
Chiao Da Management Review
, 27 (1): 57-85.)
周建亨,
2009
,顧客之服務參與對其與企業關係強度影響之研究,
臺大管理論叢
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19
卷
2
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233-261
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doi: 10.6226/NTURM2009.19.2.233 (Chou, Chien-Heng.
2009. The relationship between customer participation and customer relationship
strength.
NTU Management Review
, 19 (2): 233-261. doi: 10.6226/NTURM
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邱燈助、蕭由義與葉淑娟,
2012
,有形和無形醫療服務品質、針灸結果、醫病關係與
病患滿意度之關係:以軟組織針灸治療為例,
組織與管理
,
5
卷
1
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79-110
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(Chiu, Teng-Chu, Shiao, Yo-Yi, and Yeh, Jennifer Shu-Chuan. 2012. The
relationship among the tangible and intangible health-care service quality,
acupuncture outcome, physician-patient relationship, and patient satisfaction:
Evidence from patients with soft tissue injury.
Organization and Management
, 5
(1): 79-110.)
紀乃文,
2014
,情緒勞動對組織是利是弊?探討知覺主管支持、同事支持對情緒勞動
與服務績效、離職傾向關係的差異化干擾效果,
組織與管理
,
7
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1
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115-160
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doi: 10.3966/199687602014020701004 (Chi, Nai-Wen. 2014. Helpful
or harmful? Exploring the moderating effects of supervisory and coworker
support on the relationships between emotional labor, service performance and
turnover intentions.
Organization and Management
, 7 (1): 115-160. doi:
10.3966/199687602014020701004)
紀乃文與陳建丞,
2011
,分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達
與顧客購買決策關聯性之探討,
組織與管理
,
4
卷
1
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129-162
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(Chi, Nai-
Wen, and Chen, Chien-Cheng. 2011. Examining the effects of positive group
affective tone, service climate and employee displayed positive emotions on
customer purchase decision.
Organization and Management
, 4 (1): 129-162.)
胡秀華,
2013
,與奧客共舞:情緒智力調節效果檢驗,
交大管理學報
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33
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(Hu, Hsiu-Hua. 2013. Dance with problem customers: An examination of the
moderating effect of emotional intelligence.
Chiao Da Management Review
, 33