

服務體驗管理:亞洲文獻回顧與未來研究方向
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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
卷
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
卷
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
卷
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
卷
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
卷
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
卷
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
卷
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.