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研究生:劉漢中
研究生(外文):Han-Chung Liu
論文名稱:工作特質與情緒勞務知覺對工作壓力影響之研究
論文名稱(外文):The Effects of Job Characteristics and Emotional Labor on Job Stress
指導教授:陳怡昌陳怡昌引用關係
指導教授(外文):Yi-Chang Chen
學位類別:碩士
校院名稱:明道大學
系所名稱:管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:114
中文關鍵詞:工作壓力情緒勞務工作特性
外文關鍵詞:Job StressEmotional LaborJob Characteristics
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在經濟發展的動力來自於應用知識和創造知識的能力時代下,企業的重要資產已有所改變,從過去的土地、資本等有具體形狀的資產,轉化為抽象而不具形體的人力資源。而企業在過去所著重、關注的商品品質,也轉變為以服務品質為中心,當員工在與客戶互動的服務過程當中,所產生的情緒問題,儼然成為企業所需面對的新議題,也因此,有關情緒勞務的相關性研究逐漸興盛。

伴隨服務業的興起,身處第一線服務人員便是傳遞服務品質的樞紐。在與客戶交易過程中,往往必須在工作中表現特定的情緒,進行所謂的情緒勞務,創造出情緒價值。情緒勞務為組織中服務的一部分,而此勞務之良窳,對提升企業的競爭力,為一要角。

本研究旨在探討工作特性、情緒勞務與工作壓力的關係。以工作特性及情緒勞務為自變數,工作壓力為依變數,瞭解各變數間的關係。本研究以證券營業員為實證對象,以問卷調查的方式,進行假設之驗證,共計發放350份問卷,有效回收250份,研究結果如下:

一、工作特性與工作壓力間有顯著負相關假設部分成立。
二、情緒勞務與工作壓力間有顯著正相關假設部分成立。
三、工作特性與情緒勞務的交互作用與工作壓力間有顯著負相關假設部分成立。
In the age of knowledge and Economy, instead of lands and capital, human resources became the most important asset in enterprises. At the same time, enterprises focus more on the quality of services, rather than that of the products. Therefore, workers' emotional problems during their service became a new issue for every enterprise. And thus, studies related to emotional labor had begun to arouse.

As the service industry grows, the primary service personnels is the key role of delivering the quality of their service. During the trading with customers, they must express certain emotions, deal with the so-called "emotional labor", and create the value of the emotions. Emotional labor has become a part of the organizational service. The quality of service labor plays a considerably important role in promoting the competence of the enterprise.

This study intends to discuss the relationships between job characteristics, emotional labor and job stressors. In this study, job characteristics and emotional labor are independent variables, job stressors is dependent variables. To test the hypotheses, were collected data from securities salesmen through questionnaires. Grant 350 questionnaire altogether, retrieve 250 effectively, the result is as follows:

1. The hypothesis that job characteristics was negative correlation with job stressors was partially valid.
2. The hypothesis that emotional labor was positive correlation with job stressors was partially valid.
3. The hypothesis that interaction of job characteristics and emotional labor was negative correlation with job stressors was partially valid.
目錄
中文摘要Ⅰ
英文摘要Ⅱ
目錄Ⅲ
表目錄Ⅴ
圖目錄Ⅶ
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的與研究問題4
第三節 研究流程5
第四節 名詞解釋7
第二章 文獻探討9
第一節 工作特性9
第二節 情緒勞務18
第三節 工作壓力31
第四節 工作特性、情緒勞務與工作壓力之間相互關係38
第三章 研究方法41
第一節 研究架構41
第二節 研究假設43
第三節 研究工具44
第四節 研究對象52
第五節 資料分析方法55
第四章 研究結果分析56
第一節 研究變項之敘述性統計分析56
第二節 個人變數與研究概念之差異分析58
第三節 迴歸分析73
第四節 研究假設驗證87
第五章 結論與建議90
第一節 研究討論90
第二節 研究建議95
第三節 研究限制101
參考文獻102
附錄111
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