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研究生:程邦雲
研究生(外文):Pang-Yun Cheng
論文名稱:情緒勞務對組織公民行為之影響─主管與部屬交換及團隊成員交換的調節效果
論文名稱(外文):The Effect of Emotional Labor on Organizational Citizenship Behavior:Leader–Member Exchange and Team–Member Exchange as Moderators
指導教授:陳儀蓉陳儀蓉引用關係
指導教授(外文):Dr.Yi-jung Chen
口試委員:鄔蜀芳吳淑敏
口試委員(外文):Shu-Fang WuShu Ming Wu
口試日期:2016-06-02
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:80
中文關鍵詞:情緒勞務組織公民行為主管與部屬交換關係團隊成員交換關係
外文關鍵詞:Emotional LaborOrganizational Citizen BehaviorLeader-Member ExchangeTeam-Member Exchange
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摘要

本研究主要是探討情緒勞務、組織公民行為之關聯性,並探討主管與部屬交換關係及團隊成員交換關係在情緒勞務與組織公民行為關係中的調節角色。本研究以業務員為研究對象,採用配對取樣的問卷調查法,有效問卷共274份,有效問卷回收率為77.18%。
本研究發現,情緒勞務對組織公民行為具有顯著影響;表層情緒勞務對組織公民行為具有負向影響;深層情緒勞務對組織公民行為具正向影響;主管與部屬交換關係具有調節表層情緒勞務對組織公民行為之間的效果,而深層情緒勞務則不受影響;團隊成員交換關係具有調節表層情緒勞務對組織公民行為之間的效果,而深層情緒勞務則不受影響。

關鍵字:情緒勞務、組織公民行為、主管與部屬交換關係、團隊成員交換關係。
ABSTRACT

This study aims to discuss the relationships between Emotional Labor and Organizational Citizen Behavior, and to examine the moderating effects of Leader-Member Exchange and Team-Member Exchange. Based on the questionnaires collected, this study obtains 274 valid dyadic samples from sales, and the response rate is 77.18%.
The study finds that Emotional Labor has effect on Organizational Citizen Behavior; Surface acting has significantly negative effect on Organizational Citizen Behavior; Deep acting has significantly negative effect on Organizational Citizen Behavior; Leader-Member Exchange has a moderating effect on the relationship between Surface acting and Organizational Citizen Behavior, but Deep acting is not affected; Team-Member Exchange has a moderating effect on the relationship between Surface acting and Organizational Citizen Behavior, but Deep acting is not affected.

Keyword:Emotional Labor, Organizational Citizen Behavior, Leader-Member Exchange, Team-Member Exchange
目錄
摘要 i
ABSTRACT ii
誌謝 iii
目錄 iv
表目錄 v
圖目錄 vi
第一章 緒論 1
第二章 文獻探討 3
第一節 情緒勞務的概要 3
第二節 組織公民行為的概要 9
第三節 交換關係的概要 16
第四節 假設推導 20
第三章 研究方法 25
第一節 研究樣本與程序 25
第二節 研究變項衡量 26
第三節 資料分析方法 28
第四章 研究結果 29
第一節 描述性統計分析 29
第二節 信度分析 32
第三節 效度檢定 37
第四節 相關分析 39
第五節 迴歸分析 42
第六節 研究假設之驗證結果 50
第七節 研究結論 52
第五章 討論與建議 55
第一節 研究限制與建議 55
第二節 研究意涵與建議 57
參考文獻 59

表目錄
表2-2-1 情緒勞務相關定義 4
表2-2 2 情緒勞務之構面 7
表2-3-1 組織公民行為的定義 9
表2-3-2 組織公民行為的構面 12
表4-1-1 情緒勞務之描述性統計分析 29
表4-1-2 組織公民行為之描述性統計分析 30
表4-1-3 主管與部屬交換關係之描述性統計分析 30
表4-1-4 團隊成員交換關係之描述性統計分析 31
表4-2-1 表層情緒勞務之信度分析表 32
表4-2-2 深層情緒勞務之信度分析表 33
表4-2-3 組織公民行為之信度分析表 34
表4-2-4 主管與部屬交換關係之信度分析表 35
表4-2-5 團隊成員交換關係之信度分析表 36
表4-3-1 衡量模式分析 37
表4-3-2 模式適合度指標 38
表4-4-1 個人特徵與各變項之相關矩陣 41
表4-5-1 情緒勞務對組織公民行為之迴歸分析 42
表4-5-2 主管與部屬交換關係調節情緒勞務對組織公民行為之迴歸分析 45
表4-5-3 團隊成員交換關係調節情緒勞務對組織公民行為之迴歸分析 48
表4-6-1 研究假設驗證結果彙整 51


圖目錄
圖2-5-1 研究架構圖 24
圖4-5-1 表層情緒勞務與主管與部屬交換關係對組織公民行為之交互作用 46
圖4-5-2 表層情緒勞務與團隊成員交換關係對組織公民行為之交互作用 49
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