服务提供者交际活动与顾客忠诚的关系

对Koermer的"服务提供者交际活动量表"(Service Provider Sociality Scale)修订以形成适合中国文化背景的服务提供者交际活动量表,根据顾客忠诚的研究编制了顾客忠诚量表,顾客忠诚包括对服务提供者的个人忠诚及与服务提供者所在组织的组织忠诚。先后对684名被试进行调查,探索性因素分析和验证性因素分析结果表明,服务提供者交际活动有三个因素构成——礼节性交际活动、社会性交际活动、私密性交际活动。回归分析表明,社会性交际活动是顾客忠诚的最重要预测变量。     

顾客公平、情绪体验与员工情绪劳动的关系

采用情景故事法模拟八个顾客公平情景,对160名接线员情绪劳动进行测量,并比较不同故事情景下员工情绪劳动的差异。结果表明,公平感与员工情绪体验正相关显著,二者均与员工情绪劳动负相关显著;在顾客对员工自身或同事公平的情景下,完成情绪劳动付出的意志努力显著低于在顾客对员工自身或同事不公情景中付出意志努力;但在顾客对员工或同事一方不公平及都不公平情景下,情绪劳动差异不显著,员工完成情绪劳动均需付出的较高意志努力,但会显著高于顾客对员工或同事都公平的情景中完成情绪劳动付出的意志努力,即无论顾客对员工自己不公平还是对同事不公平及二者都不公平,只要有不公平情境的存在,员工都需要付出较多的意志努力完成情绪劳动。     

幼儿教师职业承诺与情绪耗竭:情绪劳动的中介作用

以218名幼儿教师为被试,采用问卷调查法,探讨了职业承诺对情绪耗竭的影响,以及情绪劳动在职业承诺对情绪耗竭影响中的中介效应。结果表明:(1)职业承诺与自然行为、深层行为呈显著正相关,而与表层行为、情绪耗竭呈显著负相关。(2)自然行为、深层行为与情绪耗竭均呈显著负相关,而表层行为与情绪耗竭呈显著正相关。(3)深层行为和表层行为在职业承诺与情绪耗竭关系中起部分中介作用,自然行为在职业承诺与情绪耗竭关系间中介效应不显著。     

"情绪劳动"要求与情绪耗竭:情绪劳动策略的中介作用研究

文章目的是通过量表调查法来研究情绪劳动要求、情绪劳动策略和情绪耗竭之间的关系,以及验证情绪劳动要求和策略量表的结构维度.研究使用调查某大型公司营业厅和客服人员的424份有效问卷进行分析.验证性结构方程模型分析显示,情绪劳动要求和情绪劳动策略量表具有良好的结构效度;结构方程模型分析显示,情绪劳动策略在情绪劳动要求和情绪耗竭之间起到一定的中介作用.具体为:专注度分别通过表面行为、深度行为和中性调节影响情绪耗竭;规则性通过中性调节影响情绪耗竭;严格性通过表面行为和深度行为影响情绪耗竭;多样性可以直接或通过表面行为影响情绪耗竭.     

父母婚姻质量与儿童内化问题:父母情绪表达的中介作用与儿童迷走神经活动的调节作用

基于家庭系统理论与个体-环境交互理论,研究考察了父母情绪表达在父母婚姻质量与儿童内化问题关系中的中介作用,以及儿童迷走神经活动的调节作用。研究选取155名6~7岁小学儿童为被试,运用便携式生理多道记录仪采集儿童静息与任务状态下的心电（ECG）与呼吸率,换算出基线RSA与RSA反应作为迷走神经活动的指标,采用母亲报告的《婚姻质量问卷》、《家庭情绪表达问卷》和《儿童行为量表》测评父母婚姻质量、父母情绪表达及儿童内化问题。结果发现：（1）父母婚姻质量负向预测小学儿童内化问题;（2）父母消极、积极情绪表达在父母婚姻质量与小学儿童内化问题关系中起中介作用;（3）小学儿童迷走神经张力（基线RSA）调节父母消极情绪表达与儿童内化问题关系。研究结果表明父母婚姻质量不仅直接影响儿童内化问题,同时会通过父母情绪表达间接地影响儿童内化问题。另外,较高迷走神经张力能够缓冲父母消极情绪表达对儿童内化问题的影响。     

员工情绪智力与主观幸福感:获益支持与情绪劳动策略的中介作用

运用情绪智力问卷、主观幸福感问卷、获益支持问卷以及情绪劳动策略问卷对400名服务行业员工进行施测,建立结构方程模型以探讨获益支持及情绪劳动策略在情绪智力对主观幸福感影响中的中介作用。研究发现:(1)服务行业员工情绪智力处于中等水平,主观幸福感处于中等偏上水平;(2)员工情绪智力,获益支持、情绪劳动策略及主观幸福感之间两两相关;(3)获益支持与情绪劳动策略在员工情绪智力与主观幸福感之间起中介作用。     

情绪劳动与心理健康的关系:工作倦怠的中介作用

主要探讨情绪劳动与心理健康的关系以及工作倦怠对二者关系的中介作用。采用情绪劳动量表、心理健康量表和工作倦怠量表对山东省5家医院的200名护士进行问卷调查。结果表明,情绪劳动与心理健康呈显著负相关,对心理健康具有显著的负向预测作用,具体表现为对躯体化、焦虑、妄想和精神病性有负向预测作用;情绪劳动与工作倦怠呈显著正相关,对工作倦怠具有显著的正向预测作用,表现在情绪衰竭和去人格化两个方面。工作倦怠是情绪劳动与心理健康关系的中介变量,工作倦怠对情绪劳动与心理健康之间的关系具有完全中介作用,情绪劳动通过工作倦怠间接影响心理健康。     

服务消费中多次情绪感染对消费者负面情绪的 动态影响机制

在深入剖析情绪感染心理机制的基础上,深入研究了在服务消费中多次情绪感染对消费者负面情绪的动态影响。作者采用实验法,使用真实情景录像作为刺激物,验证了在服务消费中,正向情绪感染和负向情绪感染都是真实存在的,并且服务人员的情绪、语言和行为都会对消费者负面情绪产生持续的动态影响,同时证实了情绪感染敏感度对情绪感染过程产生明显的调节作用。     

人格特质与主观幸福感:情绪调节的中介作用

通过对1163名大学生被试进行人格特质、情绪调节策略的使用以及主观幸福感的测查,本研究探讨了气质性人格特质(神经质和外倾性)这种稳定的内在心理结构对主观幸福感产生影响的可能机制。结果发现:(1)除直接影响个体的主观幸福感外,神经质和外倾性还会通过重新评价策略的使用间接影响主观幸福感;(2)人格特质和重新评价策略的使用可以有效预测个体主观幸福感的变异;(3)习惯性地使用表达抑制策略对个体的主观幸福感并没有显著的影响。这些结果表明重新评价策略的使用在人格特质对主观幸福感的影响中具有重要的中介作用。该发现对进一步制定改善和提高个体的主观幸福感的干预措施具有重要的启示和指导意义。     

自我对话与情绪智力的关系:自我意识的中介作用

以389名大学生为被试,采用自我对话量表、自我意识量表和情绪智力量表,考察了三者之间的关系,以说明自我意识在自我对话与情绪智力的关系中所起的中介效应。结果表明,在中国大学生群体中,自我对话的自我激励维度得分最低,其次是社会评价维度,自我批判和自我管理维度得分最高;自我意识在自我对话和情绪智力的关系中起着完全中介作用;自我意识包含两个维度即私我意识与公我意识,私我意识在自我对话与情绪智力的关系中起着部分中介作用,公我意识在自我对话与情绪智力的关系中起着部分中介作用,并且私我意识的中介效应大于公我意识的中介效应。     

The Impact of Customer Service and Product Value on Customer Loyalty and Purchase Behavior

Based on research and theories on justice, it was predicted that customer service would be as important as, or even more important than perceived product value in determining customer loyalty and purchase behavior. This general hypothesis was tested by surveying 324 respondents who had just patronized several retail outlets. Results indicated that customer service was indeed more important than perceived product value in predicting customer loyalty, the amount of money spent in the visit, and the range of products purchased. In addition, customer service was a significant predictor of all 3 variables, whereas perceived product value was able to predict customer loyalty only. It was also found that for females and respondents with a higher income, customer loyalty was more influenced by customer service.     

Relationship Between Customer Satisfaction and Loyalty on the Internet

Purpose  

Although the relationship between satisfaction and loyalty has been the focus of a good deal of research, the complex nature of that relationship continues to pose a good many unanswered questions. The present study proposes a four-way classification of the perspectives that tend to be taken by researchers on the said relationship. By theoretically and empirically reviewing these four approximations in an on-line context, the study aims to clarify the nature and strength of the relationship between these two variables.     

Emotion and Consumption: Perspectives and Issues

Over the course of the last two decades, consumer research has been making considerable contributions to the study of affect. The articles in this volume deal with conceptual and methodological issues in affect research that bridge the gap between theory and practice and represent sample of the many research topics currently being explored by consumer researchers. In my remarks, I briefly discuss each article and I provide some directions for future research in each of the specific areas covered in the articles. Much research in affect is motivated by the desire to test and extend theory and resolve theoretical debates stemming from conflicting evidence. While the focus of affect research is increasingly on theory, we may not always be as careful about our constructs and methods and we need to apply additional, new and more precise methodologies to address old theoretical problems. I conclude that among the most important future tasks are the needs to adopt appropriate methods aimed at capturing affect's influence and underlying processes, and to refine the theoretical basis for such methods.     

Measuring Customer Service Orientation: An Examination of the Validity of the Customer Service Profile

The construct of customer service is taking on an ever increasing level of importance in today's global economy. Organizations need a way to identify those individuals who have the demeanor to effectively serve the public. The present study discusses the development and validation of a personality-based instrument which organizations can use to select high-quality service providers. Multiple converging sources of validity are discussed. Specifically, the authors collected validity evidence using customer related (vs. supervisor) ratings, an area relatively neglected in the service literature. Evidence suggests that customer ratings are viable and an important criterion for use in the validation of customer service instruments. Implications of these findings are discussed in terms of both workplace intervention and future research.     

Exploring the Effects of Anticounterfeiting Strategies on Customer Values and Loyalty

Product counterfeiting, a serious problem throughout the world, is particularly challenging for luxury brands, which often have simple designs and a value that depends largely on buyers' perceptions. This study incorporates the concept of customer value into an investigation of the anticounterfeiting strategies. Both hedonic and utilitarian values positively influence customer loyalty toward luxury brands. As a means to strengthen customer values, legal and product strategies positively influence customers' hedonic value, whereas communication and product strategies positively influence their utilitarian value. The managerial implications of these findings and directions for further research are discussed.     

基于情绪调节模型的教师情绪劳动的中介效应探讨

本研究以Grandey的情绪调节模型为框架,通过问卷调查的方法,探讨正性情绪、负性情绪、情绪劳动以及职业倦怠之间的关系。828名中小学教师的有效数据的回归分析结果显示:基于不同情绪感受的情绪劳动对职业倦怠的影响存在差异;情绪劳动各维度既充当正负情绪均值差距(M_N-P)影响职业倦怠各维度的部分中介变量,又充当正负情绪变异系数差距(CV_N-P)影响去个性化或个人成就感的部分中介变量;表层行为、深层行为在正负情绪均值差距(M_N-P)影响去个性化之间的部分中介效应受到性别的调节。     

Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics

The achievement of customer satisfaction in service operations depends to a great extent on employee customer service behavior (CSB). In this study, 123 service providers (77% response rate) responded to a survey assessing service predisposition and job characteristics. Employees also completed a behaviorally based CSB measure developed after interviewing and surveying customers (n=96). Analyses suggest that job characteristics, alone, accounted for a significant amount of CSB variance. Job characteristics did not moderate the relationship between service predisposition and CSB. In contrast to previous work, service predisposition and CSB were not correlated. A service provider typology is presented to explain these findings.     

Customer Loyalty to the Salesperson and the Store: Examining Relationship Customers in an Upscale Retail Context

Only recently has research interest in relationship marketing and customer loyalty converged in the retail context. Although this research shows that relationship customers maintain their primary loyalty to the salesperson, which then “spills over” and affects loyalty to the store, other research suggests that salesperson loyalty has direct effects on store-level outcomes, such as spending and word of mouth. However, this has not been comprehensively investigated, and relationship researchers have specifically called for research examining the effects of salesperson and store loyalty on store-level outcomes. Our research addresses this call, and shows that in an upscale retail context a relationship customer's loyalty to the salesperson is significantly related to store loyalty as well as the important store-level outcomes of share of purchases, word of mouth and competitive resistance.