English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 49433/84388 (59%)
造訪人次 : 7442868      線上人數 : 82
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜尋範圍 查詢小技巧:
  • 您可在西文檢索詞彙前後加上"雙引號",以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋,建議至進階搜尋限定作者欄位,可獲得較完整資料
  • 進階搜尋
    請使用永久網址來引用或連結此文件: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/100505

    題名: Information technology customer aggression: The importance of an organizational climate of support
    作者: Shih, Sheng-Pao;Lie, Ting;Klein, Gary;Jiang, James J.
    貢獻者: 淡江大學資訊管理學系
    關鍵詞: Customer aggression;Emotional labor;Organizational climate of support;Job satisfaction
    日期: 2014-09-01
    上傳時間: 2015-03-02 17:21:31 (UTC+8)
    出版者: Amsterdam: Elsevier BV
    摘要: Information technology personnel are often ill prepared to react in a positive fashion to the aggressive communications from their customers, the users. Being able to regulate the emotions spiked by aggressive customer behavior is important to the long term health and retention of IT employees. Surface acting responses, the ability to display false emotions to mask strong emotions, is common, but not better for the long term health of the individual or organization. Deep acting responses, where emotional responses are modified to encourage expected behavior, are the better response and can be promoted with an organizational climate of support. A model derived from emotion response theory demonstrates these relationships hold for IT employees, who tend to be more introverted than most employees and often react differently to aggressive communication from customers. The model is verified with a sample of IT employees in Taiwan companies. Organizations should provide a climate of support for IT personnel and train them on how to respond appropriately to customer aggression through emotion regulation strategies in a direction that promotes better relationships.
    關聯: Information & Management 51(6), pp.670–678
    DOI: 10.1016/j.im.2014.06.001
    顯示於類別:[資訊管理學系暨研究所] 期刊論文


    檔案 描述 大小格式瀏覽次數



    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - 回饋