The Impact of Customer Participation on Emotional Labor and Emotional Exhaustion

• Main Authors: HSU, PI-CHIN, 徐碧琴
• Other Authors: HSIEH, CHUN-KUEI
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/30787303142760091679

碩士 === 東海大學 === 高階經營管理碩士在職專班 === 102 === Customer-oriented era has arrived. When customers participate in the process of services, the interaction and the attitude between first line customer service members and customers will always impact satisfaction of customer’s needs and success of deals, and can thus affect a company’s performance. The research investigates four aspects: (1) the relevance of customer participation to employee’s role conflict, (2) the relation between employee’s role conflict and his/her emotional labor, (3) how employee’s role conflict influences his/her emotional exhaustion, and (4) how employee’s emotional labor behavior affects his/her emotional exhaustion. The research uses the questionnaire method and samples banks’ financial consultants who have taken their positions for at least one year. There are 138 valid samples (100% response rate) for the study and the ordinary least square (OLS) method is employed for regression analysis. The result of the research indicates that customer participation is relevant to employee’s role conflict and role conflict in turn is positively correlated to employee’s emotional labor and exhaustion. The research presents the implications in theory and management practices and its limitations, and gives further suggestions for future research direction.