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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ndltd-TW-102YUNT01210492019-05-15T21:23:13Z http://ndltd.ncl.edu.tw/handle/td5fva The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism 顧客負向事件及職場霸凌與情緒勞務關聯性: 以樂觀性格為調節效果 Yi-Ling Pan 潘宜伶 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. Shang-Ping Lin 林尚平 2014 學位論文 ; thesis 70 zh-TW |
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zh-TW |
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Others
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NDLTD |
description |
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.
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author2 |
Shang-Ping Lin |
author_facet |
Shang-Ping Lin Yi-Ling Pan 潘宜伶 |
author |
Yi-Ling Pan 潘宜伶 |
spellingShingle |
Yi-Ling Pan 潘宜伶 The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
author_sort |
Yi-Ling Pan |
title |
The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
title_short |
The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
title_full |
The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
title_fullStr |
The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
title_full_unstemmed |
The Relationship among Customer Negative Events, Workplace Bullying and Emotional Labor:The moderating effect of optimism |
title_sort |
relationship among customer negative events, workplace bullying and emotional labor:the moderating effect of optimism |
publishDate |
2014 |
url |
http://ndltd.ncl.edu.tw/handle/td5fva |
work_keys_str_mv |
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