|Reference: ||蔡維奇、黃櫻美 (2002)。員工情緒表達影響因素之研究—以鞋店銷售員為例。管理評論，21，67-84。|
Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
Ashforth, B. E., & Humphrey, R. H. (1995). Emotion in the workplace: A reappraisal. Human Relations, 48, 97-125.
Aranya, N., Kushnir, T., & Valency, A. (1986). Organizational commitment in a male-dominated profession. Human Relations, 39, 433-448.
Arnold, H. J., & Feldman, D. C. (1981). Social desirability response bias in self-report choice situations. Academy of Management Journal, 24, 377-385.
Bailey, J. J., & McCollough, M. A. (2000). Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing, 20, 51-72.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 1229-1238.
Becker, T. E., Randall, D. M., & Riegel, C. D. (1995). The multidimensional view of commitment and the theory of reasoned action: A comparative evaluation. Journal of Management, 21, 617-638.
Bettencourt, L. A., & Brown, S. W. (1997). Contact Employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73, 39-61.
Bigus, O. E. (1972). The milkman and his customer: A cultivated relationship. Urban Life and Culture, 1, 131-165.
Bishop, J. W., Scott, K. D., & Burroughs, S. M. (2000). Support, commitment, and employee outcomes in a team environment. Journal of Management, 26, 1113-1132.
Brief, A. P., & Motowidlo, S. J. (1986). Prosocial organizational behaviors. Academy of Management Review, 11, 710-725.
Brown, J. A. (1958). Some tests of the decay theory of immediate memory. Quarterly Journal of Experimental Psychology, 10, 12-21.
Brown, C. S., & Sulzer-Azaroff, B. (1994). An assessment of the relationship between customer satisfaction and service friendliness. Journal of Organizational Behavior Management, 14, 55-75.
Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20, 943-962.
Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14, 75-95.
Carlzon, J. (1987). Moments of truth. New York: Ballinger.
Chung, B. G., & Schneider, B. (2002). Serving multiple masters: Role conflict experienced by service employees. The Journal of Services Marketing, 16, 70–88.
Cialdini, R. B. (1984). Influence: The new psychology of modern persuasion. New York: Morrow.
Crosby, L. W., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54, 68-81.
Crowell, C. R., Anderson, D. C., Abel, D. M., & Sergio, J. P. (1988). Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers. Journal of Applied Behavior Analysis, 21, 65-71.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchase behavior. Journal of Retailing, 70, 283-294.
Eagly, A. H., Ashmore, R. D., Makhjiani, M. G., & Longo, L. C. (1991). What is beautiful is good, but…: A meta-analytic review of research on the physical attractiveness stereotype,” Psychological Bulletin, 110, 109-128.
Fey, C. F., Bjorkman, I., & Pavlovskaya, A. (2000). The effect of human resource management practices on firm performance in Russia. The International Journal of Human Resource Management, 11, 1-18.
Forman, A. M., & Sriram, V. (1991). The depersonalization of retailing: Its impact on the “Lonely” consumer. Journal of Retailing, 67, 226-243.
George, J. M. (1991). State or trait: The effects of positive mood on prosocial behaviors at work. Journal of Applied Psychology, 76, 299-307.
Goodsell, C. T. (1976). Cross-cultural comparison of behavior of postal clerks towards clients. Administrative Science Quarterly, 21, 140-150.
Grandey, A. A., Fiske, G. M., Mattila, A. S., Jansen, K .J., & Sideman, L. A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96, 38-55.
Gutek, B. A. (1995). The Dynamics of Service. San Francisco: Jossey-Bass.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999). Distinguishing between service relationships and encounters. Journal of Applied Psychology, 84, 218–233.
Hartline, M. D., Maxham, III, J. G., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64, 35-50.
Hoffman, K. D., & Kelley, S. W. (1994). The influence of service provider mood states on prosocial behaviors and service quality assessments. In C. Whan Park and Daniel C. Smith (eds.). AMA Winter Educators' Proceedings. Chicago, IL： American Marketing Association.
Hosoda, M., Stone-Romero, E., & Coats, G. (2003). The effects of physical attractiveness on job-related outcomes: A meta-analysis of experimental studies. Personnel Psychology, 56, 431-462.
Hurley, R. F. (1998). Customer service behavior in retail settings: A study of the effect of service provider personality. Journal of the Academy of Marketing Science, 26, 115-127.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-82.
Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of Academy of Marketing Science, 20, 27-36
Kim, Y. K., Kang, J., & Kim, M. (2005). The relationships among family and social interaction, loneliness, mall shopping motivation, and mall spending of older consumers. Psychology and Marketing, 22, 995-1015.
Lin, Y. C., & Tsaur, S. H. (2004). Promoting service quality in tourist hotels: The role of HRM practices and service behavior. Tourism Management, 25, 471-481.
Macdonald, C. L., & Sirianni, C. (1996). Working in the service society. Philadelphia: Temple University Press.
Mars, G., & Nicod, M. (1984). The world of waiters. London: George Allen & Unwin.
Meyer, J. P., & Allen, N. J. (1991). A three component conceptualization of organizational commitment. Human Resource Management Review, 1, 61-89.
Meyer, J. P., & Allen, N. J. (1997). Commitment in the workplace: Theory, research, and application. Newbury Park, CA: Sage.
Meyer, J. P., Becker, T. E., & Vandenberghe, C. (2004). Employee commitment and motivation: A conceptual analysis and integrative model. Journal of Applied Psychology, 89, 991-1007.
Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human Resource Management Review, 11, 299–326.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
Morrow, C. P. (1983). Concept redundancy in organizational research: The case of work commitment. The Academy of Management Review, 8, 486-500.
Mowday, R. T., Porter, L. M., & Dubin, R. (1974). Unit performance, situational factors and employee attitudes in spatially separated work units. Organizational Behavior and Human Performance, 12, 231-248.
Mowday, R. T., Porter, L. M., & Steers, R. M. (1982). Employee-organizational linkage, New York: Academic Press.
Mulaik, S. A., James, L. R., Van Alstine, J., Bennett, N., Lind, S. Y., & Stilwell, C. D. (1989). Evaluation of goodness of fit indices for structural equation models. Psychological Bulletin, 105, 430-445.
Murphy, K. (2002). Using power analysis to evaluate and improve research. In S. G. Rogelberg (Ed.), Handbook of research methods in industrial and organizational psychology (pp. 119-137). Malden, MA: Blackwell.
Neubert, M. J., & Cady, S. H. (2001). Program commitment: A multi-study longitudinal field investigation of its impact and antecedents. Personnel Psychology, 54, 421-448.
Norman, R. (1984). Service Management. New York: Wiley.
O’Reilly, C. A., & Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71, 492-499.
Organ, D. W. (1988). Organizational citizenship: The good soldier syndrome. Lexington Books: Lexington MA.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
Pinder, C. C. (1998). Motivation in work organization. Upper Saddle River, NJ: Prentice Hall.
Pinquart, M., & Sörensen, S. (2001). Influences on loneliness in older adults: A meta-analysis. Basic and Applied Social Psychology, 23, 245-266.
Podsakoff, P. M., MacKenzie, S. B., Lee, J., & Podsakoff, N. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903.
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59, 603-609.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
Rafaeli, A. (1989a). When clerks meet customers: A test of variables related to emotional expression on the job. Journal of Applied Psychology, 74, 385-393.
Rafaeli, A. (1989b). When cashiers meet customers: An analysis of the role of supermarket cashiers. Academy of Management Journal, 32, 245-273.
Rafaeli, A. (1993). Dress and behavior of customer contact employees: A framework for analysis. Advances in Services Marketing and Management, 2, 175-211.
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. Research in Organizational Behavior, 11, 1-42.
Rafaeli, A., & Sutton, R. I. (1990). Busy stores and demanding customers: How do they affect the display of positive emotions? Academy of Management Journal, 33, 623-637.
Regan, W. J. (1963). The service revolution. Journal of Marketing, 27, 32-36.
Reichers, A. E. (1985). A review and reconceptualization of organizational commitment. Academy of Management Review, 10, 465–476.
Sackett, P. R., & Larson, J. R. (1990). Research strategies and tactics in I/O psychology. In M. D. Dunnette & L. Hough (Eds.). Handbook of industrial and organizational psychology. (2nd ed., pp.428-442). Palo Alto, CA: Consulting Psychologists Press.
Santora, J. E. (1991). Alamo’s Drive for customer service. Personnel Journal, 70, 42-44.
Saxes, R. & Weitz, B. A. (1982), The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19, 343-351.
Schiffman, L. G., & Sherman, E. (1991). Value orientations of new-age elderly: The coming of an ageless market. Journal of Business Research, 22,187-194.
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423-433.
Schneider, B., Gunnarson, S. K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organization Dynamics, 23, 17-29.
Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25, 252-267.
Sherman, E., Mathur, A., & Smith, R. B. (1997). Store environment and consumer purchase behavior: Mediating role of consumer emotions. Psychology & Marketing, 14, 361-378.
Sheth, J. N. & Parvatiyar, A. (1995). Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23, 255-271.
Spies, K., Hesse, F., & Loesch, K. (1997). Store atmosphere, mood and purchasing behavior. International Journal of Research in Marketing, 14, 1-17.
Steers, R. M. (1977). Antecedents and outcome of organizational commitment. Administrative Science quarterly, 22, 46-56.
Stinglhamber, F., Bentein, K., & Vandenberghe, C. (2002). Extension of the three-component model of commitment to five foci development of measures and substantive test. European Journal of Psychological Assessment, 18, 123-138.
Sutton, R. I., & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31, 461-487.
Snyder, M. (1974). The self-monitoring of expressive behavior. Journal of Personality and Social Psychology, 30, 526-537.
Tan, H. H., Foo, M. D., Chong, C. L., & Ng, R. (2003). Situational and dispositional predictors of displays of positive emotions. Journal of Organizational behavior, 24, 961-978.
Tsai, W. C. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27, 497-512.
Tsai, W. C., & Huang, Y. M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87, 1001-1008.
Van Maanen, J., & Kunda, G. (1989). Real feelings: Emotional expression and organizational culture. Research in Organizational Behavior, 11, 43-103.
Vandenberghe, C., Bentein, K., Michon, R., Chebat, J-C., Tremblay, M., & Fils, J-F. (2007). An examination of the role of perceived support and employee commitment in employee-customer encounters. Journal of Applied Psychology 92, 1177–1187.
Weinstein, C. E., & Mayer, R. E. (1986). The teaching of learning strategies. In M. Wittrock (Ed.), Handbook of research on teaching (pp. 315-327). NY: Macmillan.
Whetten, D. A. (1989). What constitutes a theoretical contribution? Academy of Management Review, 14, 490-495.
Whyte, W. F. (1946). Human relations in the restaurant industry. New York: McGraw-Hill Book Co.
Williams, M. R. (1998). The influence of salespersons’ customer orientation on buyer-seller relationship development. Journal of Business and Industrial Marketing, 13, 271-278.
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behavior. Journal of Management, 17, 601-617.
Williams, M. R., & Attaway, J. S. (1996). Exploring salespersons’ customer orientation as a mediator of organizational culture’s influence on buyer-seller relationships. Journal of Personal Selling and Sales Management, 16, 33-52.
Yoo, C., Park, J., & MacInnis, D. J. (1998). Effects of store characteristics and instore emotional experiences on store attitude. Journal of Business Research, 42, 253-263.
Zerbe, W. J., Dobni, D., & Harel, G. H. (1998). Promoting employee service behavior: The role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Sciences, 15, 165-179.