航空公司客服人員之待客適應力、情緒飾演與情緒耗竭之關係

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题名:	航空公司客服人員之待客適應力、情緒飾演與情緒耗竭之關係 The Relationships among CSR’s Service Adaptability,Emotional Acting and Emotional Exhaustion
作者:	馬淑華 Ma, Shuhua
贡献者:	觀光休閒事業管理研究所
关键词:	待客適應力情緒飾演情緒耗竭 Service Adaptability Emotional Acting Emotional Exhaustion
日期:	2013-01
上传时间:	2013-11-11 11:58:57 (UTC+8)
摘要:	航空公司的客服人員工作地點可能是客服中心抑或是在機場的服務櫃檯。但不論是透過電話或與旅客面對面的提供服務，都必須負責讓客戶得到他們所期望的服務。而客服中心人員通常是固定座位於配備有電話、耳機和電腦的區間內或其他小型工作區，同時必須不斷地在嘈雜和高壓力的環境之下接聽電話。當客服人員因其情緒飾演無法調適而產生情緒耗竭後，對客戶服務也開始失去熱忱，同時亦會導致客服人員之情緒耗竭及影響其服務績效。本研究以航空公司客服人員為研究對象，採用問卷調查方式蒐集256位員工資料，以情緒飾演為中介變項，分析客服人員之待客適應力及情緒耗竭之關係。研究結果發現深層飾演與情緒耗竭呈負向關係，待客適應力與深層飾演有正向關係，並透過深層飾演的中介效果來影響情緒耗竭。最後，根據研究結果建議未來的研究方向提出建議並提供業界日後在招募、訓練與管理之參考依據。 A customer service representative (CSR) working for an airline might be stationed in a call center or at an airport service counter. Regardless of whether she/he provides service over the phone or face-to-face with travelers, who is responsible for making certain airline customers receive the services they expect. A representative at a call center is usually seated in a cubicle or other small work area equipped with a telephone with a headset and a computer. They continually take calls all day. The environment can be somewhat loud and stressful. CSR lose their enthusiasm to providing service because of the failure of emotional acting coping, which lead to emotional exhaustion and lower service performance. The study randomly selected 256 samples from customer service representative of airline. The analysis of the study uses the emotional acting to mediate the effects of the CSR's service adaptability and emotional exhaustion. The major finding deep acting was negatively correlated to emotional exhaustion, and service adaptability was positively correlated to deep acting, but emotional exhaustion can be reduced by mediation of deep acting. Based on the results stated above, further discussions were presented with suggestion for future applications in counseling and research directions, also provided recruitment, training and management for the business.
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