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研究生:蕭瑜均
研究生(外文):XIAO,YU-CHUN
論文名稱:同事無禮行為對淺層勞務的影響─性別的調節效果
論文名稱(外文):The influence of colleague Incivility on Surface Emotional Labor:The Moderating Effect of Gender
指導教授:陳儀蓉陳儀蓉引用關係
指導教授(外文):Chen Yi-Jung
口試委員:吳淑敏劉維寧
口試日期:2017-01-05
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:2017
畢業學年度:105
語文別:中文
論文頁數:56
中文關鍵詞:無禮行為情緒勞務淺層情緒勞務淺層演出
外文關鍵詞:incivilityemotional laborsurface actingsurfacing emotional labor
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對組織內工作者而言,職場上的無禮行為雖不隸屬工作內容,隨著員工被迫用更少的資源做更多的工作,壓力隨之增加,無禮行為也在增加,造成員工情緒勞務的影響與重要性也與日俱增。考量過去無禮行為對淺層情緒勞務的研究對象僅以顧客為主,然而同事之間在工作中,可能面臨無禮行為所帶來的壓力與淺層情緒勞務的問題,以及迄今女性投入職場的人數遞增,故有必要延續探討無禮行為對淺層情緒勞務所產生的影響,並進一步的研究男女在此關係中的差異。因此,本研究目的為探討無禮行為、淺層情緒勞務之間的關係,並以性別為調節變項,探討無禮行為對淺層情緒勞務的影響。
本研究以服務業及金融業人員為研究對象,採用問卷調查法,使用「無禮行為量表」、「淺層情緒勞務量表」、「正向情感量表」及「社會期許量表」作為評量之工具,共計301份卷,回收有效問卷為235份,經回歸分析發現,實證研究發現:無禮行為對淺層情緒勞務有正向影響,且女性比男性大。
基於以上結論,本研究分別就理論面與實務面提出相關建議。
關鍵字:無禮行為、情緒勞務、淺層演出、淺層情緒勞務

For employees, even if incivility of workplace not belong to job description,stress raises following employees work with few resources , incivility increases to make impact and importance of emotional labor on employee have grown with each passing day.In consideration the fact research precipitants of incivility are mostly engaged in customer, employee probably have issuss about stress and surfacing emotional labor,and more women entering the workplace,it is necessary to explore the impact of incivility on surfacing emotional labor and further study differences between sex in the relationship.
Service and financial sector employees were adopted as research in this study.Convenience sampling was adopted as the survey method for collectimg data.A total on 301 questionnaire copies were recoverd,of which 235 copies were vaild copies.Through regression analysis,the empirical study findings are as follows : incivility had a significant effect on surfacing emotional labor,gender had a moderating effect on relationship between incivility and surfacing emotional labor, and this effect is greater on female than on male.
Based on the above conclusion,recommendations from throretical andpractical aspects were put forth.
Key word:incivility,emotional labor,surface acting,surfacing emotional labor

中文摘要---------------------------------------------ii
英文摘要---------------------------------------------iii
誌謝 ---------------------------------------------iv
目錄 ---------------------------------------------v
表目錄 ---------------------------------------------vi
圖目錄 ---------------------------------------------vii
第一章 緒論-----------------------------------------1

第二章 文獻探討-------------------------------------4
第一節 無禮行為-------------------------------------4
第二節 情緒勞務-------------------------------------10
第三節 研究變項之關係-------------------------------18
第四節 研究架構與假設-------------------------------23

第三章 研究方法-------------------------------------24
第一節 研究變數與測量工具---------------------------24
第二節 研究對象與程序-------------------------------25
第三節 資料分析方法---------------------------------26

第四章 研究結果-------------------------------------27
第一節 描述性分析-----------------------------------27
第二節 差異分析-------------------------------------31
第三節 信度分析-------------------------------------32
第四節 相關分析-------------------------------------34
第五節 回歸分析-------------------------------------36
第六節 研究假設之驗證結果---------------------------39

第五章 研究結論與建議-------------------------------40
第一節 研究結果---------------------------------40
第二節 理論與實務意涵---------------------------42
第三節 研究限制與建議---------------------------45

參考文獻--------------------------------------------47

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