臺灣博碩士論文加值系統

摘 要
伴隨著服務經濟的快速成長，在工作上需要直接與最終消費者面對面接觸，而消費者知覺服務品質的良窳，攸關於服務提供者良好的情緒表達，因此組織會對其員工嘗試控制其符合要求的情緒展現，以達到工作績效的最大效能，而這些需要在組織要求公開展現適宜情緒工作者，稱為情緒勞務。而情緒失調為在工作場所中為順從公司要求的展現規則，員工所體驗的情緒和表達情緒間的衝突，而此議題近年來逐漸受歐美國家的重視是因為其對組織績效、工作態度與心理及生理健康有顯著負面的影響。本研究將情緒失調視為情緒勞務的一個構面，而不是情緒勞務的結果變數，並詳細探究其情緒失調相關前置變數、結果變數及干擾變數，針對常與顧客直接接觸的服務業進行國內惟一的實證研究，經資料分析發現面對面接觸對情緒失調具有負相關，工作自主性對情緒失調具有顯著負相關，情緒失調對工作滿足感（內在與外在滿足）具有顯著負相關，情緒失調對組織承諾（價值、努力與留職承諾）具有顯著負相關，自我監控及社會支持在情緒失調對工作滿足感與組織承諾具有部份干擾效果影響。亦進一步釐清面對面接觸、工作自主性、情緒失調、工作滿足感、組織承諾、自我監控及社會支持各變數構面間的關聯性。
關鍵字：情緒失調、工作滿足感、組織承諾、自我監控、社會支持

Abstract
With the rapid progress of service economy, the face-to-face service is more and more important to the business workplace. The service quality perceptions of the customers are closely related with the emotional display of the service provider. Therefore, the business try to their restrain these face-to-face service provider to display the emotions conformed to requirement. These service providers are called emotional labor. The emotional dissonance is caused by the conflict between the emotional display and the emotional perception. The emotional dissonance has become a more attractive topic to organizational scholars during the past several years because of its negative effect on the organizational performance, work attitude, physiology and psychology. The emotional dissonance in this study was not treated as the consequence of emotional labor but as its construct. The cause, effect and moderating variates about emotional dissonance were explored in the service industry such as airline companies, and so on. The investigation indicates that the face-to-face contact had a negative effect to emotional dissonance, job autonomy had an opposite relationship with emotional dissonance. It is also shown that the emotional dissonance has a negative effect on both job satisfaction and organizational commitment. The moderating effects of self monitoring and social support are also verified.
Keywords：emotional dissonance, job satisfaction, organizational commitment, self monitoring, social support

目 錄
頁次
中文摘要 Ⅰ
英文摘要 Ⅱ
誌 謝 Ⅲ
目 錄 Ⅳ
圖 目 錄 VI
表 目 錄 Ⅶ
壹、緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究流程 4
1.4 論文架構 7貳、理論文獻背景與假設發展 8
2.1 情緒失調 8
2.1.1 情緒失調的定義及來源 9
2.1.2 情緒失調的前置變數 12
2.1.3 情緒失調的理論基礎 14
2.1.4 相關情緒失調文獻的研究 16
2.2 工作滿足感 17
2.2.1 工作滿足感的定義 18
2.2.2 工作滿足感的理論基礎 20
2.2.3 情緒失調對工作滿足感的關係 21
2.3組織承諾 22
2.3.1組織承諾的定義 22
2.3.2組織承諾的構面 24
2.3.3組織承諾的理論模型 26
2.3.3情緒失調對組織承諾的關係 30
2.4自我監控 31
2.4.1自我監控的定義 31
2.4.2相關自我監控文獻的研究 32
2.4.3情緒失調與自我監控間的關係 35
2.5 社會支持 36
2.5.1社會支持的概念及定義 36
2.5.2社會支持的來源 39
2.5.3社會支持的功能 39
2.5.4情緒失調與社會支持間的關係 40
參、研究方法 42
3.1 研究架構 42
3.2 操作型定義及衡量方法 43
3.3 研究對象 47
3.4 量測工具敘述 49
3.5 分析方法介紹 52
3.6 信度分析 53
3.7 效度分析 55
3.8 研究限制 58
肆、資料分析與結果 59
4.1 敘述性統計分析 59
4.1.1研究樣本結構分析 59
4.1.2相關分析 60
4.2 驗證假設路徑 62
4.3 自我監控與社會支持干擾效果 64
4.4 公民營第一線員工情緒失調的比較 68
伍、結論與管理意涵 70
5.1 研究結論 70
5.2 管理意涵 74
5.3 未來研究方向 76
參考文獻 77
附錄一 預試問卷 87
附錄二 正式問卷 91
附錄三 LISREL衡量模式各變數構面題項負荷量與T檢定值表 95
圖 目 錄
頁次
圖1.1 本研究流程圖 6
圖2.1 Morris et al.,組織承諾「多元預測模型」理論模型 27
圖2.2 Mowday et al.,的組織承諾「前因後果」理論模型 28
圖2.3 Meyer et al.,組織承諾「前因後果相關」模型 29
圖3.1本研究架構圖 42
表 目 錄
頁次
表2.1 情緒失調定義及來源一覽表 11
表2.2 工作滿足感定義一覽表 19
表2.3 組織承諾定義一覽表 23
表2.4 組織承諾構面一覽表 26
表2.5 社會支持定義一覽表 38
表3.1 研究對象統計表 48
表3.2 預試問卷各變數構面Cronbach’s α係數彙整表 49
表3.3 正式問卷發放與回收數量統計表 51
表3.4 正式問卷各變數構面Cronbach’s α係數彙整表 53
表3.5 驗證性因素分析結果 55
表3.6 LISREL衡量模式各變數構面之收斂效度檢定彙整表 56
表3.7 社會支持等變數構面間區別效度檢定彙整表 57
表4.1 樣本結構分析表 60
表4.2 相關係數矩陣表 62
表4.3 假設路徑驗證結果彙整表 63
表4.4 自我監控與社會支持干擾效果彙整表 65
表4.5 公營事業路徑比較結果 68
表4.6 民營事業路徑比較結果 68
表5.1 研究假設驗證結果彙整表 71

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