Investigation into Connections among Customer Moods and Employees' Moods Emotional Labor Perceptions and Service Performance

[[abstract]]本研究從服務提供者的觀點探討顧客的正面及負面心情與員工之心情、情感勞力認知及服務績效的關聯，並探討自我監控與社會支持對前述關係的影響。根據對314位第一線服務人員的問卷調查資料分析，發現顧客心情會影響員工心情及其情感勞力認知。員工之自我監控程度對於顧客心情與員工之情感勞力認知間的關聯性具有顯著干擾作用。當遇到心情好的顧客時，員工之情感勞力認知及其服務績效具有顯著負向關聯，而員工之自我監控程度對於顧客心情與員工心情間的關聯性具有顯著干擾作用。當員工心情不好時，社會支持程度對於其心情與服務績效間的關聯性具有顯著干擾作用。本研究最後討論研究發現的管理涵意並提供未來研究建議。[[abstract]]This study took the service provider’s perspective to investigate the connections among customers’ positive and negative moods and employees’ moods emotional perceptions and service performance We also examined the impact of self-monitoring and social support on these connections We used questionnaires to survey 314 customer contact employees and found that customer moods did affect employees’ moods and their emotional labor perceptions and that employees’ self-monitoring significantly moderated the relationship between customer moods and employees’ emotional labor perceptions Additionally when customers were in good moods employees’ emotional labor perceptions were significantly and negatively related to employees’ service performance and employees’ self-monitoring significantly moderated the relationship between customer moods and employee moods When employees were in bad moods the degree of social support they obtained significantly moderated the relationship between their moods and service performance Managerial implications and suggestions for future research were also provide