Please use this identifier to cite or link to this item: http://rportal.lib.ntnu.edu.tw:80/handle/20.500.12235/84865
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dc.contributor林怡君zh_TW
dc.contributorLin, Yi-Chunen_US
dc.contributor.author孔亮婕zh_TW
dc.contributor.authorAlejandra del Pilar Campos Alfaroen_US
dc.date.accessioned2019-08-28T01:57:12Z-
dc.date.available2018-08-16
dc.date.available2019-08-28T01:57:12Z-
dc.date.issued2018
dc.identifierG060586019I
dc.identifier.urihttp://etds.lib.ntnu.edu.tw/cgi-bin/gs32/gsweb.cgi?o=dstdcdr&s=%22http://etds.lib.ntnu.edu.tw/cgi-bin/gs32/gsweb.cgi?o=dstdcdr&s=id=%22G060586019I%22.&%22.id.&
dc.identifier.urihttp://rportal.lib.ntnu.edu.tw:80/handle/20.500.12235/84865-
dc.description.abstractnonezh_TW
dc.description.abstractEmotions play an essential role in the customer service industry. Employees who work attending customers are expected to display certain emotions and suppress others, and this effort of managing emotions in exchange for a wage, has been defined as “emotional labor.” This study aimed to investigate the relationship between emotional labor and burnout, furthermore examine the role of customer mistreatment as a moderator, making a comparison between Salvadorean and Taiwanese employees in the service industry. The sample of this study were 289 employees in the service industry who have frequent interaction with customers. The sample is divided by 154 Salvadorean responses and 135 Taiwanese responses. Hierarchical regression, structural equation modeling (SEM) and multi-group SEM were used to test the hypotheses. The findings showed that surface acting is positively related to burnout (more emotional exhaustion, more depersonalization, and personal accomplishment) However deep acting was not associated with any of the three components of burnout. Significant differences between the main effects of surface acting or deep acting between Taiwan and El Salvador were not observed. Customer mistreatment was not found to have a moderating effect between emotional labor (surface acting and deep acting) and burnout. However, the multi-group moderation test revealed that customer mistreatment towards Salvadorean service employees had a more positive moderating effect of surface acting on depersonalization compared to Taiwanese service workers. Customer mistreatment was not found to have a moderating effect between deep acting and burnout.en_US
dc.description.sponsorship國際人力資源發展研究所zh_TW
dc.language英文
dc.subjectemotional laborzh_TW
dc.subjectsurface actingzh_TW
dc.subjectdeep actingzh_TW
dc.subjectemotional exhaustionzh_TW
dc.subjectdepersonalizationzh_TW
dc.subjectpersonal accomplishmentzh_TW
dc.subjectservice industryzh_TW
dc.subjectcustomer mistreatmentzh_TW
dc.subjectEl Salvadorzh_TW
dc.subjectTaiwanzh_TW
dc.subjectemotional laboren_US
dc.subjectsurface actingen_US
dc.subjectdeep actingen_US
dc.subjectemotional exhaustionen_US
dc.subjectdepersonalizationen_US
dc.subjectpersonal accomplishmenten_US
dc.subjectservice industryen_US
dc.subjectcustomer mistreatmenten_US
dc.subjectEl Salvadoren_US
dc.subjectTaiwanen_US
dc.titleWhen the Customer is Not Always Right: A Comparison Between Salvadorean and Taiwanese Employees in the Service Industryzh_TW
dc.titleWhen the Customer is Not Always Right: A Comparison Between Salvadorean and Taiwanese Employees in the Service Industryen_US
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