Agreeableness as a moderator to explore the relationship between perceived injustice and emotional labor

• Main Authors: Yu-Fei Chou, 周宥菲
• Other Authors: Shao-Lung Lin
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/98342420339101077177

碩士 === 中國文化大學 === 國際貿易學系碩士班 === 97 === People will develop and maintain positive relationships with others that agreeable-ness will influence. An agreeableness person has courtesy, kind, and compassionate personalities. Many enterprises have been emphasizing that the employee must express adequate emotion for customers past several years. However, the considerable influences of agreeableness on perceived injustice and emotional labor are often ignored. The purpose of this study is to examine the relationship among the perceived Injustice, Emotional Labor (EL) and Agreeableness (A) of first-line employees. The study is based on an anonymous survey done by 254 fist-line employees, and 69.02% of the questionnaires are valid. The results show: 1. Perceived injustice does not related to the surface acting, but negative related to the deep acting. 2. Agreeableness moderates the relationship between perceived injustice and deep act-ing. Specifically, first-line employees with high agreeableness show less negative re-lationship between perceived injustice and deep acting than those with low agreea-bleness. This study discussed the implications for theory and practices, and suggestions for the further research.