The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism

碩士 === 國立雲林科技大學 === 企業管理系 === 102 === This study mainly discusses surface acting and deep acting of emotional labors, including customer negative events and workplace bullying, and then inspects moderate effects of optimism towards the two emotional labors stated above. Through questionnaire survey...

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Bibliographic Details
Main Authors: Yi-Ling Pan, 潘宜伶
Other Authors: Shang-Ping Lin
Format: Others
Language:zh-TW
Published: 2014
Online Access:http://ndltd.ncl.edu.tw/handle/td5fva
Description
Summary:碩士 === 國立雲林科技大學 === 企業管理系 === 102 === This study mainly discusses surface acting and deep acting of emotional labors, including customer negative events and workplace bullying, and then inspects moderate effects of optimism towards the two emotional labors stated above. Through questionnaire survey procedure, our research collects 187 questionnaires from tax officers. The results show as followings: 1. Customer negative events are positively related to surface acting . 2. Work-related bullying is positively related to surface acting . 3. Person-related bullying is positively related to surface acting . 4. Physically intimidating bullying is positively related to surface acting . 5. Optimism moderated the relationship between customer negative events and deep acting.