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研究生:王佳琪
研究生(外文):WANG,CHIA-CHI
論文名稱:服務業男女員工之品味、情緒勞務與職業倦怠三者之關聯性。
論文名稱(外文):The Associations among Savoring, Emotional Labor and Burnout for Male and Female Employees in Service Industry.
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:劉維寧鄔蜀芳
口試委員(外文):LIU,WEI-NINGWU,SHU-FANG
口試日期:2017-06-08
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:102
中文關鍵詞:品味性別情緒勞務職業倦怠
外文關鍵詞:SavoringGenderEmotional LaborBurnout
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服務業員工經常需要表達情緒作為勞務服務顧客,長期付出情緒可能導致情緒耗竭,甚至有職業倦怠的傾向,近年職業倦怠引發的心理、生理問題之嚴重,歷年來的研究報告已指出品味與情緒勞務、情緒勞務與職業倦怠之關係以及品味上的性別差異,但在情緒勞務上的性別差異卻是模棱兩可。
本研究主要探討品味與職業倦怠之關聯性,並探討以淺層演出、深層演出作為情緒勞務在品味與職業倦怠的中介角色,另外以性別作為調節角色,預測品味對情緒勞務及職業倦怠的影響。
本研究對象為服務業人員,以方便抽樣蒐集資料作為調查方式,有效問卷為185份,有效問卷回收率為61.66%。
本研究經迴歸分析後結果發現:(一)品味對淺層演出具有負向影響。(二)品味對深層演出具有正向影響。(三)品味對職業倦怠具有負向影響。(四)淺層演出對職業倦怠呈現正向影響。(五)淺層演出在品味與職業倦怠之關係具有部分中介效果。 (六)性別在品味與淺層演出之關係具有調節效果,且品味對淺層演出之負向影響,女性比男性大。

Service employees frequently need to express emotions as emotional labor to customers. Engaging labor may lead to emotional exhaustion, and even cause people trend to burnout. In recent years, burnout gives rise to some serious problems of psychology or physiology. Previous studies report clear relationships between savoring and emotional labor, emotional labor and burnout, gender differences in savoring. But gender differences in emotional labor are indefinite.
This study discusses the association between savoring and burnout, examines the role of emotional labor Including surface acting and deep acting on mediating the relationship between savoring and burnout, in addition, the moderating effect of gender on influencing the relationship between emotional labor and burnout.
This study adopted Service workers as research participants and adopted convenience sampling as the survey method for collecting data. This study obtained 185 valid dyadic samples, and the response rate was 61.66%.
This study finding: (a) Savoring had a significant negative effect on surface acting. (b) Savoring had a significant positive effect on deep acting. (c) Savoring had a significant negative effect on burnout. (d) Surface acting had a significant positive effect on burnout. (e) Surface acting partially mediates the relationship between savoring and burnout. (f) The moderating effect of savoring on influencing surface acting is stronger for women than men.

中文摘要---------------------------------------------------------------- i
英文摘要---------------------------------------------------------------- ii
目錄------------------------------------------------------------------- iii
表目錄------------------------------------------------------------------ iv
圖目錄------------------------------------------------------------------ v
第一章 緒論 ----------------------------------------------------------- 1
第一節 研究背景、動機與目的 ------------------------------------------ 1
第二章 文獻探討 -------------------------------------------------------- 5
第一節 品味 -------------------------------------------------------- 5
第二節 情緒勞務 ----------------------------------------------------- 9
第三節 職業倦怠 ----------------------------------------------------- 13
第四節 情緒擴展理論 -------------------------------------------------- 16
第五節 性別與性別角色 ------------------------------------------------ 20
第六節 研究變項間的假設推導 ------------------------------------------- 27
第三章研究方法 --------------------------------------------------------- 35
第一節 研究對象與程序 ------------------------------------------------ 35
第二節 研究變項衡量 -------------------------------------------------- 36
第三節 資料分析方法 -------------------------------------------------- 39
第四章 研究結果 -------------------------------------------------------- 41
第一節 描述性統計分析 --------------------------------------------------41
第二節 差異分析 -------------------------------------------------------47
第三節 信度分析 -------------------------------------------------------48
第四節 相關分析 -------------------------------------------------------54
第五節 迴歸分析 -------------------------------------------------------56
第六節 研究假設之驗證結果 ----------------------------------------------71
第五章 結論與建議 -------------------------------------------------------74
第一節 研究結論 -------------------------------------------------------74
第二節 研究限制與對後續研究之建議 ----------------------------------------78
第三節 理論與實務意涵 ---------------------------------------------------80
參考文獻------------------------------------------------------------------84

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