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政大機構典藏 > 商學院 > 國際經營與貿易學系 > 期刊論文 > Item 140.119/154706

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/154706

Title:	Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor
Authors:	鄭濬浩 Chung, June-ho;Hur, Won-Moo;Park, Hyewon
Contributors:	國貿系
Keywords:	Organizational control system;Outcome-based control system;Behavior-based control system;Work engagement;Organizational dehumanization;Emotional labor;Deep acting;Surface acting;Stimulus-organism-response
Date:	2024-10
Issue Date:	2024-12-12
Abstract:	Purpose: This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy.
Relation:	Journal of Service Theory and Practice, Vol. 34, No. 6, pp.915-940
Data Type:	article
DOI 連結:	https://doi.org/10.1108/JSTP-12-2023-0322
DOI:	10.1108/JSTP-12-2023-0322
Appears in Collections:	[國際經營與貿易學系 ] 期刊論文

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