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服務體驗管理:亞洲文獻回顧與未來研究方向

332

199687602014020701003)

黃敦群、紀乃文、張雅婷與郭洧岑,

2014

,情緒勞動的前因、後果與潛在干擾變數:

統合分析法之探討,

人力資源管理學報

14

3

期:

93-134

doi: 10.6147/

JHRM.2014.1403.04 (Huang, Tun-Chun, Chi, Nai-Wen, Chang, Ya-Ting, and Kuo,

Wei-Tsen. 2014. Antecedents, consequences, and potential moderators of

emotional labor: A meta-analytic investigation.

Journal of Human Resource

Management

, 14 (3): 93-134. doi: 10.6147/JHRM.2014.1403.04)

曾信超、李元墩與康榮民,

2008

,轉換型領導對組織承諾關係之研究-以調節焦點為

中介變數,

人力資源管理學報

8

2

期:

1-20

(Tseng, Hsing-Chan, Lee,

Yuan-Duen, and Kang, Long-Min. 2008. A study of the relationship between

transformational leadership and organizational commitment: Regulatory focus as a

mediator.

Journal of Human Resource Management

, 8 (2): 1-20.)

葉晶雯,

2012

,服務氣候、目標導向、情感性專業承諾與服務績效之關條,

交大管理

學報

32

2

期:

171-205

(Yeh, Ching-Wen. 2012. The study of the relationship

among service climate, goal orientation, affective professional commitment and

service performance.

Chiao Da Management Review

, 32 (2): 171-205.)

劉心瑜與吳宗祐,

2012

,負向顧客事件頻次與樂觀性格對情緒勞動的預測效果:服務

關係長短的調節效果,

人力資源管理學報

12

4

期:

1-28

(Liu, Hsin-Yu,

and Wu, Tsung-Yu. 2012. The effects of frequency of negative customer events

and optimistic personality on emotional labor: The moderating effect of length of

service relationship.

Journal of Human Resource Management

, 12 (4): 1-28.)

劉宜芬、周逸衡與凌儀玲,

2009

,補救矛盾與雙重偏差:文獻回顧與命題發展,

管理

評論

28

1

期:

113-130

(Liu, Yi-Fen, Jou, Jacob Y. H., and Ling, I-Ling.

2009. Recovery paradox and double deviation: Literature review and propositions

development.

Management Review

, 28 (1): 113-130.)

劉宗其與吳立偉,

2008

,關係品質與顧客購買行為:決策不確定性的干擾及中介雙重

角色,

中山管理評論

16

1

期:

149-174

(Liu, Tsung-Chi, and Wu, Li-Wei.

2008. Relationship quality and customer purchase behavior: Decision-making

uncertainty as dual roles of the moderator and mediator.

Sun Yat-Sen

Management Review

, 16 (1): 149-174.)

劉宗其、李奇勳、黃吉村與渥頓,

2001

,服務失誤類型、補償措施與再惠顧率之探索

性研究-以

CIT

法應用於餐飲業為例,

管理評論

20

1

期:

65-97

(Liu,

Tsung-Chi, Lee, Chi-Hsun, Huang, Chi-Tsun, and Warden, Clyde A. 2001. An

exploratory study on service failure of restaurants with critical incident technique.