政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/111410
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113648/144635 (79%)
造访人次 : 51609083      在线人数 : 842
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/111410


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/111410


    题名: A multilevel investigation of antecedents of employee positive affective displays: the roles of customer negative affective displays and employee perceived supervisory support
    作者: Tsai, Wei-Chi;Chen, Hao-Yi
    蔡維奇
    贡献者: 企管系
    关键词: customer negative affective displays;Employee positive affective displays;perceived supervisory support
    日期: 2017-05
    上传时间: 2017-07-27 09:17:59 (UTC+8)
    摘要: Much past research on employee positive affective displays have explored their antecedents using a single level of analysis. The present study extends previous research by capturing the complex phenomenon of employee affective displays from a multilevel perspective. We used an event-sampling methodology to address a gap in the literature by examining affective displays at the intra-individual level and inter-individual level. Results based on 67 postal clerks completing 420 transactions in post offices in Taiwan show that customer negative affective displays were negatively correlated with employee positive affective displays. Moreover, employee perceived instrumental supervisory support had a cross-level moderating effect on the within-individual relationship between customer-displayed negative emotions and employee-displayed positive emotions. Specifically, those with perceived higher levels of instrumental supervisory support tended to express friendlier emotions while interacting with unhappy or angry customers than those with perceived lower levels of instrumental supervisory support. At the inter-individual level, results show that employee perceived emotional supervisory support was positively related to their affective displays at the aggregated employee level. © 2016 Informa UK Limited, trading as Taylor & Francis Group.
    關聯: European Journal of Work and Organizational Psychology, 26(3), 385-398
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1080/1359432X.2016.1276056
    DOI: 10.1080/1359432X.2016.1276056
    显示于类别:[企業管理學系] 期刊論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    index.html0KbHTML2821检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈