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研究生:紀梅雪
研究生(外文):Mei-Hsueh Chi
論文名稱:從資源保存理論看情緒勞務對理財專員的影響 -以臺灣銀行為例
論文名稱(外文):From conservation of resource emotional labor impact on the financial advisor:Case in Bank of Taiwan
指導教授:陳至柔陳至柔引用關係
指導教授(外文):Chih-Jou Chen
口試委員:林松江邱敬仁
口試日期:2016-01-15
學位類別:碩士
校院名稱:國立澎湖科技大學
系所名稱:行銷與物流管理系服務業經營管理碩士在職專班
學門:民生學門
學類:其他民生學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:177
中文關鍵詞:資源保存理論情緒勞務工作場域資源心理成本反應組織承諾
外文關鍵詞:Conservation of ResourceemotionalexhaustionEmotional burnout
相關次數:
  • 被引用被引用:6
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  • 下載下載:32
  • 收藏至我的研究室書目清單書目收藏:2
「財富管理」是近十餘年來國內金融機構全力搶攻的業務,也是銀行當前最流行的金融服務之一,財富管理市場的決勝關鍵在於「財富管理服務人員」,也就是理財專員。本研究試圖從資源保存理論 (Conservation of Resource)的觀點,探討情緒勞務對理財專員的影響,透過問卷調查方法對臺灣銀行的180位理財專員進行研究,總共發出180份問卷,回收151份問卷,回收率83.89%,實證結果顯示:
1. 顧客參與、工作特性、政治技能、工作能力、對情緒勞務有負向的顯著影響。
2. 難應付客戶對情緒勞務有正向的顯著影響。。
3. 內部服務品質對情緒勞務負向影響不顯著。
4. 情緒勞務對情緒耗竭有正向的顯著影響。
5. 情緒勞務對工作滿意、工作績效有負向的顯著影響。
6. 工作滿意、工作績效對組織承諾有正向的顯著影響。
7. 情緒耗竭對組織承諾負向影響不顯著。

「Wealth management」is the most important and famous issue of financial institutions in recent years. Undoubtedly, the financial advisor is the key factor of developing wealth management business.This essay is trying to analyze the impact of emotional labor to finical advisors with the perspective of resource conservation theory.Research data were collected by mailed questionnaire from 180 financial advisors . The author obtained 151 valid questionnaires with the rate of return of 83.89%. Important findings from statistic analyses are shown the following:
1.There is a negative correlation between the financial advisors' emotional labor and customer participation, Job characteristics, political skill, working ability.
2.There is a stronger positive correlation between the financial advisors' emotional labor and customer demandingness .
3. Internal Service Quality has no moderating effect on financial advisors' emotional labor.
4. There is a stronger positive correlation between the financial advisors' emotional labor and emotionalexhaustiont .
5. Negative correlation also found between emotional labor and job satisfaction, job performance.
6. The stronger senses of job satisfaction, job performance to organizational commitment.
7. Emotional exhaustion has no moderating effect on organizational commitment

中文摘要 ii
誌謝 ii
目錄 ii
表目錄 ii
圖目錄 ii
第一章 緒論 2
1.1 研究背景 2
1.2 研究動機 2
1.3 研究目的 2
1.4 研究範圍 2
1.5 研究流程 2
第二章 文獻探討 2
2.1 資源保存理論 2
2.1.1 資源保存理論的概念 2
2.1.2 資源保存理論的資源種類 2
2.1.3 資源保存理論的基本原則 2
2.1.4 資源保存理論的推論 2
2.1.5 資源保存理論的相關研究 2
2.1.6 資源保存理論在本研究的應用 2
2.1.7 小結 2
2.2 理財專員 2
2.2.1 理財專員的定義 2
2.2.2 相關研究 2
2.3 內在能量耗損:情緒勞務 2
2.3.1 情緒勞務的定義 2
2.3.2 情緒勞務的內涵 2
2.3.3 情緒勞務的概念模型 2
2.3.4 小結 2
2.4 工作場域資源 2
2.4.1 顧客參與 2
2.4.2 難應付客戶 2
2.4.3 工作特性 2
2.4.4 政治技能 2
2.4.5 工作能力 2
2.4.6 內部服務品質 2
2.5 心理成本反應 2
2.5.1 工作滿意 2
2.5.2 情緒耗竭 2
2.5.3 工作績效 2
2.6 行為結果:組織承諾 2
第三章 研究方法 2
3.1 研究架構 2
3.2 研究假說 2
3.2.1 顧客面(顧客參與、難應付客戶)與情緒勞務之關係 2
3.2.2 工作面(工作特性)與情緒勞務之關係 2
3.2.3 個人面(政治技能、工作能力)與情緒勞務之關係 2
3.2.4 組織面(內部服務品質)與情緒勞務之關係 2
3.2.5 情緒勞務與心理成本反應(情緒耗竭、工作滿意、工作績效)之關係 2
3.2.6 心理成本反應(情緒耗竭、工作滿意、工作績效)與組織承諾之關係 2
3.3 研究變項操作型定義與衡量 2
3.3.1 內在能量耗損:情緒勞務 2
3.3.2 工作場域的資源 2
3.3.3 心理成本反應 2
3.3.4 行為結果:組織承諾 2
3.4 研究對象與抽樣方法 2
3.5 資料分析方法 2
第四章 資料分析 2
4.1 人口統計變數分析 2
4.2 各衡量構面敘述性統計分析 2
4.2.1 衡量構面之敘述性統計分析 2
4.2.2 情緒勞務整體與各構面之敘述性統計分析 2
4.2.3 顧客參與整體與各構面之敘述性統計分析 2
4.2.4 難應付客戶構面之敘述性統計分析 2
4.2.5 工作特性整體與各構面之敘述性統計分析 2
4.2.6 政治技能整體與各構面之敘述性統計分析 2
4.2.7 工作能力整體與各構面之敘述性統計分析 2
4.2.8 內部服務品質整體與各構面之敘述性統計分析 2
4.2.9 工作滿意整體與各構面之敘述性統計分析 2
4.2.10 情緒耗竭構面之敘述性統計分析 2
4.2.11 工作績效整體與各構面之敘述性統計分析 2
4.2.12 組織承諾整體與各構面之敘述性統計分析 2
4.3 信效度分析 2
4.3.1 信度分析 2
4.3.2 效度分析 2
4.4 整體結構模式相關係數分析 2
4.4.1 結構模式分析 2
第五章 結論與建議 2
5.1 研究結果與討論 2
5.1.1 敘述性統計分析之發現 2
5.1.2 研究假說實證之發現 2
5.2 管理意涵 2
5.3 未來研究建議 2
參考文獻 2
1.外文部分 2
2.中文部分 2
附錄 2
研究問卷 2

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Thorndike, R. (1920). Intelligence and Its Uses. Harper\'s Magazine, 140, 227-335.
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Tubre, T. C., & Collins, J. M. (2000). Jackson and Schuler (1985) revisited: A meta-analysis of the relationships between role ambiguity, role conflict, and job performance. Journal of management, 26(1), 155-169.
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2.中文部分
丁虹(1987)。企業文化與組織承諾關係之研究。未出版, 國立政治大學企業管理研究所博士論文, 台北。
丁虹、司徒達賢、吳靜吉(1988)。企業文化與組織承諾之關係研究。管理評論, 7,頁 173-197。
王春展(2004)。台灣地區大學生情緒智慧, 憂鬱傾向與情緒調整策略之研究。嘉南學報 (人文類) 30 期: p.443-460。
吳宗祐(2003)。工作中的情緒勞動:概念發展, 相關變項分析, 心理歷程議題探討。國立台灣大學心理學研究所, 博士論文。
吳宗祐(2008a)。主管威權領導與部屬的工作滿意度與組織承諾: 信任的中介歷程與情緒智力的調節效果。本土心理學研究(30),頁 3-63。
吳宗祐(2008b)。由不當督導到情緒耗竭: 部屬正義知覺與情緒勞動的中介效果。Chinese Journal of Psychology, 50(2),頁 201-221。
吳宗祐、鄭伯壎(2003)。組織情緒研究之回顧與前瞻。《應用心理研究》(台北)(19),頁 137-173。
吳宗祐、鄭伯壎(2004)。情緒勞動, 工作環境變項, 自我監控, 及情緒耗竭之關聯性----[資源保存理論] 的觀點。
吳宗祐、鄭伯壎(2006a)。工作投入, 調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。Chinese Journal of Psychology, 48(1),頁 069-087。
吳宗祐、鄭伯壎(2006b)。難應付客戶頻次\ 知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-“資源保存理論”的觀點。管理學報, 23(5),頁 581-599。
巫喜瑞(2001)。服務業內部行銷導向, 組織支持, 工作滿足與顧客導向間關係之研究-銀行業之例。國立中山大學未出版之博士論文。
李美玲、周萍芬(2003)。員工認知對工作態度與工作績效之探討, 遠東學報第二十卷第四期。
林尚平(2000)。組織情緒勞務負擔量表之發展。
林俊傑(2007)。組織承諾的理論與相關研究之探討。學校行政(51),頁 35-53。
林財丁、陳子良(2004)。人力資源管理。:滄海。
林澄貴(2001)。知識管理, 工程專業人員核心能力與工作績效關係之研究-以中鋼公司為例, 國立中山大學人力資源管理研究所碩士論文。
邱月琴(2007)。銀行合併後員工工作滿意度之研究-以 M 金融控股公司為例。
翁興利、郭香蘭(2010)。 M-learning 與員工工作能力關係之研究: 系統動態學之觀點。人力資源管理學報, 10(2),頁 27-51。
張春興(1994)。教育心裡學。台北: 東華。
張婷婷、陸洛(2009)。資源損失與資源獲得對職家衝突之影響: 資源保存理論的觀點。臺大管理論叢, 20(1),頁 69-98。
梁家祜、李元墩、毛蕙蓉(2008)。台灣服務業組織學習與員工執行力關係之研究。遠東學報,第二十五卷第四期,頁 557-577。
許博淵(2005)。國家文化差異對工作績效影響之研究-以高科技業菲籍, 泰籍勞工為實證。成功大學高階管理碩士在職專班 (EMBA) 學位論文,頁 1-128。
陳岳男(2006)。內部行銷策略對組織承諾的影響歷程之研究─以台南縣、市國小為例。國立臺南大學教育經營與管理研究所碩士論文。
陳信言(1981)。高級工業職業學校實習主任之專業能力分析研究。國立台灣師範大學工業教育研究所碩士論文。
陳柏蒼、邱以其、張詠涵、薛凱峰(2011)。組織氣候, 工作滿足與組織承諾關係之研究-以旅館從業人員為例。運動健康與休閒學刊(19),頁 63-74。
陳勝源(2005)。證券業務員對跨售業務之工作投入, 工作壓力, 薪酬滿足與工作績效之相關研究。成功大學企業管理學系碩士在職專班學位論文,頁 1-121。
陳惠芳、洪嘉徽(2006)。員工知覺薪酬公平與賦權對組織承諾影響之研究。東吳經濟商學學報(52),頁 235-261。
曾家文、姜定宇(2012)。員工動機與政治技能行為: 報之調節效果。應用心理研究(53),頁 153-213。
黃柏燊(2003)。警察人員核心工作能力之研究-以刑事警察局為個案分析():國立台北大學公共行政暨政策學系碩士論文, 未出版, 台北。
楊宜音、張志學、彭泗清(1997)。性格與社會心理測量總覽。台北市: 巨流.(原著作者為 Robinson JP, Shaver PR & Wrightsman LS)。
楊麗華(2001a)。員工工作生活品質滿意度與個人工作績效關係之探討-以台北凱悅大飯店為例。
楊麗華(2001b)。員工工作生活品質滿意度與個人工作績效關係之探討─以台北君悅飯店為例, 中央大學人力資源管理研究所未出版之碩士論文。
葉椒椒(1995)。工作心理學。台北: 五南圖書出版公司。
鄔佩君、陳彰儀、吳宗祐(2005)。華人企業服務人員情緒勞動方式的前置因素與其結果之關係: 以銀行行員為例。
廖國鋒、陳素子(2003)。領導者情緒智力對領導效能, 部屬合作行為與組織承諾影響關係之研究。人力資源管理學報, 3(4),頁 1-24。
滿莉芳(2002)。情緒勞務工作者情緒勞務負荷與工作結果之研究-以情緒智力與工作特性為干擾。靜宜大學企業管理學系碩士論文。
劉心瑜、吳宗祐(2012)。負向顧客事件頻次與樂觀性格對情緒勞動的預測效果: 服務關係長短的調節效果。人力資源管理學報, 12(4),頁 1-28。
潘建銘(2006)。領導傾向, 內部行銷與工作士氣對工作績效之影響-以銀行業為例。成功大學高階管理碩士在職專班 (EMBA) 學位論文,頁 1-121。
潘錫君(2008)。工作壓力對工作滿意度之影響: 以組織承諾為調節變項。中央大學人力資源管理研究所碩士在職專班學位論文,頁 1-56。
鄭復源(2010a)。人格特質, 自我導向學習, 組織承諾與工作績效之相關性研究。
鄭復源(2010b)。人格特質, 自我導向學習, 組織承諾與工作績效之相關性研究, 東海大學管理碩士在職專班, 未出版碩士論文。
蕭婉鎔(2013)。服務銷售人員情緒勞動心理歷程之探討: 資源保存理論觀點。中原企管評論, 11(1),頁 27-53。
蘇義祥(1999)。中華電信專戶服務部門領導型態與工作績效關係之研究: 服務人員特質及成熟度的調節作用。國立中山大學企業管理研究所, 碩士論文。

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1. 丁虹、司徒達賢、吳靜吉(1988)。企業文化與組織承諾之關係研究。管理評論, 7,頁 173-197。
2. 吳宗祐(2008a)。主管威權領導與部屬的工作滿意度與組織承諾: 信任的中介歷程與情緒智力的調節效果。本土心理學研究(30),頁 3-63。
3. 吳宗祐、鄭伯壎(2006b)。難應付客戶頻次\ 知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-“資源保存理論”的觀點。管理學報, 23(5),頁 581-599。
4. 林俊傑(2007)。組織承諾的理論與相關研究之探討。學校行政(51),頁 35-53。
5. 翁興利、郭香蘭(2010)。 M-learning 與員工工作能力關係之研究: 系統動態學之觀點。人力資源管理學報, 10(2),頁 27-51。
6. 張婷婷、陸洛(2009)。資源損失與資源獲得對職家衝突之影響: 資源保存理論的觀點。臺大管理論叢, 20(1),頁 69-98。
7. 梁家祜、李元墩、毛蕙蓉(2008)。台灣服務業組織學習與員工執行力關係之研究。遠東學報,第二十五卷第四期,頁 557-577。
8. 陳柏蒼、邱以其、張詠涵、薛凱峰(2011)。組織氣候, 工作滿足與組織承諾關係之研究-以旅館從業人員為例。運動健康與休閒學刊(19),頁 63-74。
9. 陳惠芳、洪嘉徽(2006)。員工知覺薪酬公平與賦權對組織承諾影響之研究。東吳經濟商學學報(52),頁 235-261。
10. 曾家文、姜定宇(2012)。員工動機與政治技能行為: 報之調節效果。應用心理研究(53),頁 153-213。
11. 廖國鋒、陳素子(2003)。領導者情緒智力對領導效能, 部屬合作行為與組織承諾影響關係之研究。人力資源管理學報, 3(4),頁 1-24。
12. 劉心瑜、吳宗祐(2012)。負向顧客事件頻次與樂觀性格對情緒勞動的預測效果: 服務關係長短的調節效果。人力資源管理學報, 12(4),頁 1-28。
13. 蕭婉鎔(2013)。服務銷售人員情緒勞動心理歷程之探討: 資源保存理論觀點。中原企管評論, 11(1),頁 27-53。