고접촉 서비스 종업원이 경험하는 감정노동의 선행요인과 결과요인에 관한 연구: 골프보조원을 중심으로
김유경
2013년
' 고접촉 서비스 종업원이 경험하는 감정노동의 선행요인과 결과요인에 관한 연구: 골프보조원을 중심으로' 의 참고문헌
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호텔기업의 변혁적 리더십이 조직시민행동에미치는 영향과 공정성의 역할
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항공사 종사자의 근무형태에 따른 감정노동이 고객 지향성에 미치는 영향
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판매원의 자기효능감 및 직무과부하가 감정노동에 미치는 영향과 감정의 매개효과
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판매원의 긍정적 행동유발을 위한 부정적 감정 조절전략에관한연구: 판매원의 개인특성 및 경험감정 유형에 따른 감정조절 전략의 차이
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특급호텔직원의 감정노동과 직무스트레스가 소진에 미치는 영향
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캐디의 사회적 인식과 업무환경에 따른 직무스트레스가 이직의도에 미치는 영향
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직무과부하와 비합리적인 조직문화가 정서적 소진에 미치는 영향: 심리적 분리의 매개효과
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정서노동과 직무탈진:자율성과 사회적 지지의 조절효과
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역할과부하 및 일-가정 갈등과 직무스트레스와의 관계: 시간 통제감을 매개변인으로
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골프장 캐디의 직무스트레스 요인이 직무만족과 직무이직에 미치는 영향
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감정노동의 결과에 관한 연구 - 콜센터 종사자를 대상으로
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감정노동과 직무상황이 서비스 종업원들의 심리적 안녕에 미치는 효과
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감성지능 및 감정노동이 백화점 판매원의 고객지향성과 판매성과에 미치는 영향
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Where does the Customer fit in a Service Operation?
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When The Show Must Go On : Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery
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When Emotion is the Product: Self, Society, and (in)authenticity in a Postmodern WorldErickson, R. J. [1991]
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What Have We Learned about Burnout and Health?
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Towards a Classification of Service Processes
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Toward an Understanding of the Burnout Phenomenon
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The managed heart: Commercialization of human feeling
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The Role of Overload on Job Attitudes, Turnover Intentions, and Salesperson Performance
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The Measurement of Experienced Burnout
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The Management of Customer-Contact Service Employees: An Empirical Investigation
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The Influence of Cognitive Personality Traits and Demographics on Consumer Information Acquisition
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The Impact of Service Contact Type and Demographic Characteristics on Service Quality Perceptions
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The Expression of Emotion in Organizational Life In Research in Organizational Behavior
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The Effect of Depression, Self-Efficacy and Social Support on Job Productivity Among Blue-Collar JobersPark, H. I. [2004]
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The Dimensions, Antecedents, and Consequences of Emotional Labor
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The Dimensionality and Antecedents of Emotional Labor Strategies
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The Customer Contact Model for Organization Design
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The Affective Consequences of Service Job
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Structural equation modeling in practice: A review and recommended two-step approach
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Service with a Smile: Emotional Contagion in the ServiceEncounter
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Service with a Smile and Encounter Satisfaction : Emotional Contagion and Appraisal Mechanisms
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Self-Efficacy, in Encyclopedia of Human Behavior, 4
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Reactions to Increased Jobload : Effects on Professional Efficacy of Nurses
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Psychological Job Stress, in Environmental and Occupational Medicine
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Positive affect facilitates creative problem solving
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Organizational Behavior; Affect in the Jobplace
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Mood and Emotions While Jobing: Missing Pieces of Job Satisfaction?
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Mechanisms Linking Employee Affective Delivery and Customer Behavioral Intentions
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Managing Emotions in the Job Place
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Manager Burnout
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Linking the Customer Contact Model to Service Quality
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Lessons in the Service Sector
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Learning Orientation, Jobing Smart and Effective Selling
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Labor Market Flexibility, Human Resource Management and Corporate Performance
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Is"Service with a Smile" Enough? Authenticity of Positive Displays duringService Encounters
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How can service businesses survive and prosper?
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Feeling Good-Doing Good : A Conceptual Analysis of the Mood at Job-organizational Spontaneity Relationship
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Expression of emotion as part of the work role
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Exploring the Dimensions of Emotional Labor
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Enhancing Customer Service : Perspective Taking in a Call Center
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Emotional labor in service roles : The influence of identity
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Emotional dissonance in organizations：Antecedents, consequences, and moderators
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Emotional Labor: A Conceptualization and Scale Development
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Emotional Labor in Service Job
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Emotional Labor and Burnout : Comparing two Perspectives of People Job
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Emotional Exhaustion in a High Stress Organization
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Emotional Dissonance, Emotional Exhaustion, and Job Satisfaction in Call Centre Jobers
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Emotion job, Feeling Rules, and Social Structure
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Emotion and Adaption
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Display rules versus display autonomy : Emotion regulation, emotional exhaustion, and task performance in a call center simulation
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Development of the job diagnostic survey
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Development of Job Stress Questionnaire for Married Jobing WomanLee, Y. J. [2004]
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Development and validation of brief measures of positive and negative affect - the PANAS scales
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Development and Validation of the Emotional Labor Scale
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Determinants and Consequences of Employee Displayed PositiveEmotions
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Day-to-day Variability in Empathy as a Function of Daily Events and Mood
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Customer Satisfaction Is Rooted in Employee Satisfaction
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Customer Reactions to Emotional Labor : The Roles of Employee Acting Strategies and Customer Detection Accuracy
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Coping with the stress of transformational change in a government department
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Constructing an Empirically Derived Measure of Customer Contact
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Classifying Services to Gain Strategic Marketing Insights
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Burnout, the Cost of Caring
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Autonomy as a Moderator of the Relationships between the Big Five Personality Dimensions and Job Performance
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Antecedents of Jobplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms
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Affective Events Theory : A Theoretical Discussion of the Structure, Causes and Consequences of Affective Experiences at Job
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A meta-analytic examination of the correlates of the three dimensions of job burnout
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A framework for strategic service management
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A Taxonomy for Service Processes and Its Implications for System Design
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A Study of Emotional Labour and Burnout Symptoms in Teachers
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A Social Interaction Model of the Effects of Emotion Regulation on Job Strain
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A Review and Integration of Research on Job Burnout
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A Longitudinal Analysis of the Association between Emotion Regulation, Job Satisfaction, and Intention to Quit
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A Conceptual Model of Service Quality
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A Comparison of Attitude, Personality and Knowledge Predictors of Service-Oriented Organizational Citizenship behaviors