免费预览已结束,剩余1页可下载查看
下载本文档
版权说明:本文档由用户提供并上传,收益归属内容提供方,若内容存在侵权,请进行举报或认领
文档简介
情绪劳动研究参考文献 中山大学国际商学院 REFERENCESAllen, J. A., Pugh, S. D.,Grandey, A. A. & Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human Performance, 23, 101115. Amason. A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on stategic decision making: resolving a paradox for top management teams. Academy of Management Journal, 39, 123-148. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service rolesThe influence of identity. Academy of Management Review, 18, 88115.Bagozzi, R. P., Bergami, M. & Marzocchi. (2012). Customer-organization relationship: developoment and test of a theory of extended identities. Journal of Applied Psychology. 97, 63-76.Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 12291238.Barsky, A. & Kaplan, S. A. (2007). If you feel bad, its unfair: A quantitative synthesis of affect and organizational Justice Perceptions. 92, 286-295Beal, D. J., Trougakos, J. P., Weiss, H. M., & Green, S. G. (2006). Episodic processes in emotional labor: Perceptions of affective delivery and regulation strategies. Journal of Applied Psychology, 91, 10531065.Bechtoldt, M. N., Rohrmann, S., Pater, I. E. & Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology. 96, 1087-1094. Bitner, M. J., Booms, B. H. & Mohr, L. A. (1994). Critical service encounters: The employees viewpoint. Journal of Marketing, 58, 95-106.Bolger, N., Davis, A. & Rafaeli, E. (2003). Diary methods: Capturing life as it is lived. Annu.Rev. Psychol. 54, 579-616. Bono, J. E., Foldes, H. J., Vinson, G., & Muros, J. P. (2007). Workplace emotions: The role of supervision and leadership. Journal of Applied Psychology, 92, 13571367.Bono, J. E., & Vey, M. A. (2007). Personality and emotional performance: Extraversion, neuroticism, and selfmonitoring. Journal of Occupational Health Psychology, 12, 177192.Brady, M. K. & Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34-49.Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 5767.Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76, 365379.Chau, S. L., Dahling, J. J.; Levy, P. E. & Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior. 30, 1151-1163.Cheung, F., & Tang C. S. (2009),The influence of emotional intelligence and affectivity on emotional labor strategies at work, Journal of Individual Differences, 30, 7586.Cheung, F., & Tang C. S. (2009). Quality of work life as a mediator between emotional labor and work family interference. J Bus Psychol, 24, 245255. Cheung, F., Tang, C. S.-k., & Tang, S. (2011). Psychological capital as a moderator between emotional labor, burnout, and job satisfaction among school teachers in China. International Journal of Stress Management.Online First Publication, October 3, 2011Chi, N.-W., Grandey, A. A., Diamond, J. A., & Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96, 1337-1346. Cote, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509530. Crystal, I. C., Farh, C., Soe, M-G. & Tesluk, P. E. (2012). Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context. Journal of Applied Psychology, 97, 890-900.Diefendorff, J. M. & Croyle, Me. H. Human Performance. (2008). Antecedents of emotional display rule commitment. 21, 310-332. Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945959.Diefendorff, J. M. & Greguras, G. J. (2009). Contextualizing emotional display rules: examining the roles of targets and discrete emotions in shaping display rule perceptions. Detail Only Available. Journal of Management, 35, 880-898. Diefendorff, J., Morehart, J. & Gabriel, A. (2010). The influence of power and solidarity on emotional display rules at work. Motivation & Emotion. 34, 120-132.Diefendorff, J. M., & Richard, E. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284294.Diestel, S. & Schmidt, K-H. (2011).The moderating role of cognitive control deficits in the link from emotional dissonance to burnout symptoms and absenteeism. Journal of Occupational Health Psychology. 16, 313-330.Donavan, D. T., Brown, T. J. & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing. 68, 128-146.Dunford, B. B., Shipp, A.J., Boss, R. W. & Angermeier, I. (2012) Is burnout static or dynamic? A career transition perspective of employee burnout trajectories. Journal of Applied Psychology, 97, 637-650.Fisher, C. D., & Noble, C. S. (2004). A within-person examination of correlates of performance and emotions while working. Human Performance, 17, 145168.Fitness, J. (2000). Anger in the workplace: An emotion script approach to anger episodes between workers and their superiors, co-workers, and subordinates. Journal of Organizational Behavior, 21, 147162.Flynn, F. J. & Schaumberg, R. L. (2012). When feeling bad leads to feeling good: Guilt-proneness and affective organizational commitment. Journal of Applied Psychology, 97, 124133Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden and build theory of positive emotions. American Psychologist, 56, 218226.Freudenthaler, H. H., Neubauer, A. C., & Haller, U. (2008).Emotional intelligence instruction effects and sex differences in emotional management abilities. Journal of Individual Differences, 29, 105115. Glomb, T. M., Kammeyer-Mueller, J. D., & Rotundo, M. (2004). Emotional labor demands and compensating wage differentials. Journal of Applied Psychology, 89, 700714.Goldberg L. S. & Grandey A. A. .(2007). Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation, Journal of Occupational Health Psychology, 12, 301318.Gosserand, R. H., & Diefendorff, J. M. (2005). Emotional display rules and emotional labor: The moderating role of commitment. Journal of Applied Psychology, 90, 12561264.Grandey, A. A. (2000). Emotional regulation in the work place: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95110.Grandey, A. A. (2003). When “the show must go on”: Surface and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 8696.Grandey, A. A., Cordeiro, B. L., & Crouter, A. C. (2005). A longitudinal and multi-source test of the workfamily conflict and job satisfaction relationship. Journal of Occupational and Organizational Psychology, 305323. Grandey, A. A., & Diamond, J. (2010). Interactions with the public: Bridging job design and emotional labor perspectives. Journal of Organizational Behavior, 31, 338350. Grandey, A., Foo, S. C., Groth, M. & Goodwin. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Applied Psychology. 97, 1-14.Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90, 893904. Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology. 12, 63-79. Gross, J. (1998). Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74, 224237.Gross, J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271299.Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52, 958974.Hammer, L. B., Bauer, T. N. N., & Grandey, A. A. (2003). Work-family conflict and work-related withdrawal behaviours. Journal of Business and Psychology, 17, 419436.Hennig-Thurau, T., Groth, M., Paul, M. Gremler. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70, 58-73.Hochschild, A. R. (1979). Emotion work, feeling rules, and social-structure. American Journal of Sociology, 85, 551575.Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.Hogg, C. & Warne, T. (2010). Ordinary people, extraordinary voices: The emotional labour of lay people caring for and about people with a mental health problem. International Journal of Mental Health Nursing. 19, 297306. Homburg, C. Muller, M. & Klarmann. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75, 55-74Hsieh, C-W, Yang, K. F. & Fu, K. J. (2011). Motivation bases and emotional labor: assessing the impact of public service motivation. Public Administration Review. 72,141-151.Hulsheger, U. R., Lang, J. W. B. & Maier, G. W. (2010). Emotional labor, strain, and performance: testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15, 505-521.Hulsheger, U. R. & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology. 16, 361-389.Ilies, R., Scott, B. A., & Judge, T. A. (2006). The interactive effects of personal traits and experienced states on intraindividual patterns of organizational citizenship behavior. Academy of Management Journal, 49, 561575.Jasmand, C., Blazevic, V. & Ruyter, K. D. (2012). Generating sales while providing service: a study of customer service representatives ambidextrous behavior. Journal of Marketing, 76, 20-37. Johnson, H. A. M., & Spector, P. E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12, 319333.Joseph, D. L, & Newman, D. A (2010), Emotional intelligence: An integrative meta-analysis and cascading model, Journal of Applied Psychology, 95, 54-78.Judge, T. A., & Ilies, R. (2004). Affect and job satisfaction: A study of their relationship at work and at home. Journal of Applied Psychology, 89, 661673.Judge, T. A., Scott, B. A., & Ilies, R. (2006). Hostility, job attitudes, and workplace deviance: Test of a multilevel model. Journal of Applied Psychology, 91, 126138.Kaplan, S., Bradley, J. C., Luchman, J. N., & Haynes, D. (2009). On the role of positive and negative affectivity in job performance: A meta-analytic investigation. Journal of Applied Psychology, 94, 162176.Karim, J. (2009). Emotional labor and psychological distress: testing the mediatory role of work-family conflict. European Journal of Social Sciences. 11, 584-598. Kern, J. H. & Grandey, A. A. (2009). Customer incivility as a social stressor: the role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14, 46-57. Kim, E., Yoon,D. J. (2012). Why does service with a smile make employees happy? a social interaction model. Journal of Applied Psychology, 97, Liao, H., & Rupp, D. E. (2005). The impact of justice climate, climate strength, and justice orientation on work outcomes: A multilevelmultifoci framework. Journal of Applied Psychology, 90, 242256.Masterson, S. S., Lewis, K., Goldman, B. M., & Taylor, M. S. (2000). Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. Academy of Management Journal, 43, 738748.Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 9861010.Muraven, M., & Baumeister, R. F. (2000). Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247259.Philipp, A. & Schupbach, H. (2010). Longitudinal effects of emotional labour on emotional exhaustion and dedication of teachers.Journal of Occupational Health Psychology. 15, 494-504.Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879903. Podsakoff, P. M. & Organ, D. W. (1986). Self-reports in organizational research: problems and prospects. Journal of management. 12, 531-542. Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 10181027.Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2010). Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96, 377-390Rafaeli, A., Erez, A., Ravid, S., Derfler-Rozin, R., Treister, D. E. & Scheyer. (2012). When customers exhibit verbal aggression, employees pay cognitive cost. Journal of Applied Psychology, 97, Richards, J. M. & Gross, J. J. (2000). Emotion regulation and memory: The cognitive costs of keeping ones cool. Journal of Personality and Social Psychology, 79, 410-424.Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effect ofcustomer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91, 971978.Rutner, P., Riemenschneider, C., OLeary-Kelly, A., & Hardgrave, B. (2011).Work exhaustion in information technology professionals: The impact of emotion labor. Advances in Information Systems. 42, 102-120. Rutherfold, B. , Park, J. K. & Han, S. L. (2011) Increasing job performance and decreasing salesperson propensity to leave: An examination of an asian sales force. Journal of Personal Selling & Sales Management, XXXI, 171183.Saxe, R. & Weitz, B. A.(1982). The SOCO Scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19, 343-351.Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163183.Scott, B. A. & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of Management Journal.54, 116136.Scott, B. A., Barnes, C. M. & Wagner, D. T. (2012). Chameleomic or consistent? A multilevel investigation of emotional labor variability and self-monitoring. Academy of Management Journal, 55, 905-926. Shepherd, C. D., Tashchian, A. & Ridnour, R. F. (2011). An investigation of the job burnout syndrome in personal selling. Journal of Personal Selling & Sales Management, XXXI, 397409.Simpson, P. A., & Stroh, L. K. (2004). Gender differences: Emotional expression and feelings of personal inauthenticity. Journal of Applied Psychology, 89, 715721.Sliter, M., Jex, S.,Wolford, K. & McInnerney, J. (2010).How rude! Emotional labor as a mediator between customer incivility and employee outcomes. Journal of Occupational Health Psychology. 15, 468-481. Smith, M. R., Rasmussen, J. L., Mills, M. J., Wefald, A. J. & Downey, R. G. (2012). Stress and performance: Do service orientation and emotional energy moderate the relationship? Journal of Occupational Health Psychology, 97, 116128.Spencer, S. & Rupp, D. E. (2009). Angry, guilty, and conflicted: injustice toward coworkers heightens emotional la
温馨提示
- 1. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007和PDF阅读器。图纸软件为CAD,CAXA,PROE,UG,SolidWorks等.压缩文件请下载最新的WinRAR软件解压。
- 2. 本站的文档不包含任何第三方提供的附件图纸等,如果需要附件,请联系上传者。文件的所有权益归上传用户所有。
- 3. 本站RAR压缩包中若带图纸,网页内容里面会有图纸预览,若没有图纸预览就没有图纸。
- 4. 未经权益所有人同意不得将文件中的内容挪作商业或盈利用途。
- 5. 人人文库网仅提供信息存储空间,仅对用户上传内容的表现方式做保护处理,对用户上传分享的文档内容本身不做任何修改或编辑,并不能对任何下载内容负责。
- 6. 下载文件中如有侵权或不适当内容,请与我们联系,我们立即纠正。
- 7. 本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。
最新文档
- 2026年嘉兴嘉善县卫生健康局下属事业单位赴高校招聘55人历年真题汇编附答案解析
- 2026年消防条令纲要知识考试题库含答案【典型题】
- 2025龙南市武当中心敬老院招聘1人参考题库带答案解析
- 绵阳中嫘投资发展(集团)有限公司公开招聘工作人员历年真题汇编及答案解析(夺冠)
- 2026重庆面向西北工业大学定向选调应届毕业生历年真题汇编附答案解析
- 2025北京东方电气北方分公司招聘1人参考题库带答案解析
- 2026年陕西省选调生招录(面向哈尔滨工业大学)模拟试卷附答案解析
- 2025年滁州市第一人民医院公开招聘编外工作人员5人备考公基题库带答案解析
- 2025四川省第四地质大队下半年考核招聘工作人员10人笔试备考试卷附答案解析
- 2025华夏银行成都分行社会招聘(11月)模拟试卷附答案解析
- 酒精所致精神障碍护理
- GB/T 6074-1995板式链、端接头及槽轮
- GB/T 19801-2005无损检测声发射检测声发射传感器的二级校准
- GB/T 13477.3-2017建筑密封材料试验方法第3部分:使用标准器具测定密封材料挤出性的方法
- 《新民主主义论》-课件
- 县卫生健康系统行风建设评分细则
- 预防网络诈骗知识电信诈骗科普应知应会PPT
- HRBP绩效考核方案
- 初中数学华东师大版九年级上册第二十四章解直角三角形241测量-【学案】241测量
- 《中国传统服饰简介》PPT课件(完整版)
- 电子封装材料与工艺.ppt
评论
0/150
提交评论