第21分野 感情労働・顧客対応・カスタマーハラスメント
顧客反応・サービス風土・資源研究
顧客結果と労働者安全を別々にたどります。
文献最終確認日 分野完成版 v0.1
感情伝染、真正性知覚、顧客反応、サービス風土、仕事要求・資源、安全、支援の研究を収録しました。
このページの主な出典
- Pugh, S. D. (2001). Service with a Smile: Emotional Contagion in the Service Encounterfield observational study
- Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracymultistudy service research
- Hennig-Thurau, T. et al. (2006). Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationshipsmultistudy field research
- Totterdell, P., & Holman, D. (2003). Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Laborexperience sampling study
- Schneider, B., White, S. S., & Paul, M. C. (1998). Linking Service Climate and Customer Perceptions of Service Quality: Tests of a Causal Modelmultilevel field study
- Bowen, D. E., & Schneider, B. (2014). A Service Climate Synthesis and Future Research Agendaintegrative review
- Bakker, A. B., & Demerouti, E. (2007). The Job Demands–Resources Model: State of the Artintegrative review
- Nahrgang, J. D., Morgeson, F. P., & Hofmann, D. A. (2011). Safety at Work: A Meta-Analytic Investigation of Job Demands, Job Resources, Burnout, Engagement, and Safety Outcomesmeta-analysis
- Halbesleben, J. R. B. (2006). Sources of Social Support and Burnout: A Meta-Analytic Test of the Conservation of Resources Modelmeta-analysis