讓員工與顧客同享快樂情境：遊憩服務接觸員工情緒之情境前因與績效評價

Making Employees and Customers Happy: Situational Antecedents and Performance Evaluations of Service Employees' Emotions in the Recreation Industry

遊憩園區服務接觸人員長時間身處於服務情境中，其情緒不僅會受到服務情境因素的影響，更衝擊著內部及外部的組織績效。本研究結果顯示：同儕衝突對服務接觸員工的情緒有負面影響，但若工作需要高度團隊合作，則會減緩同儕衝突的負向效果，而員工對所處實體環境知覺愈良好，則情緒愈正向；員工情緒不但對工作滿意及「角色內績效」(IRP)、「顧客導向之角色外績效」(CDERP)皆有正相關，也在服務情境與員工工作滿意間具有部份中介效果，且對CDERP效果較IRP更強。本研究對中介關係的驗證結果也指出，員工情緒和工作滿意二者在服務情境因素與IRP、CDERP間具有完全中介效果，對CDERP的效果亦較IRP更大。最後，本研究整合這些實證結果提出理論與實務的意涵。

In the recreation industry, service encounter is an important influence on service quality and customer satisfaction. While managers may attempt to standardize the service process and the emotional labor of employees, it is not possible to control employee emotions occurring in work situations. This study proposes that employee emotions are affected by service situations, and also impact on organizational performance. The empirical results in recreation industry reveal that peer conflict and physical surroundings have significant influences on employee emotions, but the negative effect of peer conflict on employee emotions is weaker when teamwork is necessary to complete the work. Our results also show that employee emotions have significant positive effects on job satisfaction, in-role performance (IRP), and customer-directed extrarole performance (CDERP). Employee emotions have a more pronounced effect on CDERP than on IRP. Furthermore, the results of a mediating relationship test show that employee emotions and job satisfaction have mediating effects between service situations and organizational performance, and both mediators also have greater effects on CDERP than on IRP. This study concludes with a discussion of theoretical and managerial implications.