跳到主要內容

臺灣博碩士論文加值系統

(44.201.97.0) 您好!臺灣時間:2024/04/19 13:44
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:江吉文
研究生(外文):Hsiang Chi Wen
論文名稱:服務業從業人員情緒勞務與組織公民行為之相關研究
論文名稱(外文):Service Industry Jobholders Emotional Labor and Correlation of Research Organizational Citizenship Behavior
指導教授:林鉦棽林鉦棽引用關係
指導教授(外文):Cheng Chen Lin
學位類別:碩士
校院名稱:國立屏東科技大學
系所名稱:企業管理系碩士班
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:2005
畢業學年度:93
語文別:中文
論文頁數:93
中文關鍵詞:情緒勞務負擔情緒耗竭組織承諾服務態度領導風格情緒展現組織公民行為
外文關鍵詞:emotional labor loading、emotion exhaustion、organization commitment、service attitude、leadership style、emotional express
相關次數:
  • 被引用被引用:16
  • 點閱點閱:559
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:10
服務業在當今臺灣產業結構中所佔的地位是無庸置疑的,正因如此,企業無不全力推動客服措施。然而企業所投入的大量資金成本、人力、時間所建立的服務形象,一不小心就會被與顧客接觸頻繁的第一線服務人員所破壞。
緣於此重要原因,本研究主要研究問題是:1.情緒勞務負擔是否會導致服務人員的情緒耗竭,與降低其服務態度、情緒展現及組織公民行為的付出;2.其次,主管的領導風格介入,是否在情緒勞務與情緒耗竭之間扮演著調節的角色。3. 情緒勞務與服務態度、情緒展現及組織公民行為之間關係,是否會因為透過組織承諾中介變數影響,而產生負向的中介效果。為避免共同方法變異,本研究針對便利商店242位服務人員、直屬主管及顧客三方面管道收集資料。
本研究分析結果指出:1.情緒勞務負擔會產生情緒耗竭狀況之推論是不成立的;而且對情緒勞務負擔會降低其服務態度、情緒展現及組織公民行為的付出之推論也不成立;2.針對以主管的領導風格介入,是否會在情緒勞務與情緒耗竭之間扮演著調節的角色,研究結果顯示是成立的;3. 情緒勞務負擔與服務態度、情緒展現及組織公民行為之間的關係,會因為透過組織承諾中介變數影響,而產生負向的中介效果的推論,研究結果顯示皆不成立。針對上述研究結果,本研究分別對學術界與實務管理者提出相關建議。
In Taiwan’s industrial structure, the status of the services industry is undoubted. Just due to this fact , enterprises are doing the best to promote customer service measures. Nevertheless, service image is established with large amounted investment cost, manpower, and time .It can also easily be destroyed by the front servicepersons.

Owing to this important factor, the main points of this study are: 1.) Whether emotional labor loading will lead to the emotion exhaustion of the servicepersons as well as lower their service attitude, emotional expression and organizational citizenship behavior. 2.) Besides, whether the intervention of the supervisor’s leadership style plays an mediating role between emotional labor and emotion exhaustion. 3.) Whether the relationship between emotional labor and service attitude as well as between emotional expression and organizational citizenship behavior has a negative mediating effect through the influence of the organization commitment mediating variable or not. This research has a surveyed 242 servicepersons of the convenience stores. Moreover, to avoid common method variance, this research collect data from servicepersons, supervisors and customers.
The results indicate the followings. 1.) The hypothesis of emotional labor loading will cause emotion exhaustion is not found. Emotional labor loading will lower service attitude, emotional expression and organizational citizenship behavior is not found. 2.) The intervention of the supervisor’s leadership style plays the mediating role between emotional labor and emotion exhaustion. 3.) The hypothesis of the relationship between emotional labor loading and service attitude as well as between emotional expression and organizational citizenship behavior will cause a negative mediating effect through the influence of the organization commitment mediating variable is not found. This study has made relevant suggestions to the academies and the business administrators according to the above research findings.
目 錄


中文摘要……………………………………………………………..….I
英文摘要…………………………………………………………….....III
誌 謝……………………………………………………………… .V
目 錄…………………………………………………………….....VI
圖表索引…………………………………………………………..…..VII

第壹章 緒論…………………………………………………………...1
第一節 研究動機……………………………………………………...1
第二節 研究問題與目的.……………………………………………..3

第貳章 文獻探討……………………………………………………...4
第一節 情緒勞務、情緒耗竭和情緒展現…………………………...4
第二節 領導風格…………………………………………………….15
第三節 組織承諾…………………………………………………….20
第四節 組織公民行為……………………………………………….22
第五節 服務態度……………………………………………………..25

第參章 研究方法…………………………………………………….27
第一節 研究架構與研究假設……………………………………….27
第二節 研究對象與抽樣方法……………………………………….31
第三節 研究變項的定義與衡量…………………………………….33

第肆章 研究結果與分析…………………………………………….40
第一節 敘述性統計分析………………………………….……… …40
第二節 差異分析…………………………………………………….42
第三節 Pearson相關分析………………………………………… …54
第四節 層級多元迴歸分析………………………………………. …56

第伍章 結論與建議………………………………………………. …69
第一節 研究結果與討論…………………………………………. …69
第二節 管理意涵…………………………………………………….76
第三節 研究限制與後續研究建議………………………………. …77

參考文獻 ………………………………………………………………80
附錄:問卷內容………………………………………………………..88
作者簡介 ……………………………………………………………..93
參考文獻


中文部份

1.于家琳(2000),中介性職務之情緒勞務、情緒規則及其社會化:以廣告業務(account)人員為例,國立中山大學人力資源管理研究所碩士論文。
2.江明修(1994),非營利組織領導行為之研究,政治大學公共行政學系碩士論文。
3.行政院主計處(2004),國民經濟動向統計季報。
4.宋柔盈(2004),情緒勞務、工作滿足與組織承諾之相關性研究-以大台北地區電信從業人員為例,義守大學管理科學研究所碩士論文。.
5.宋敬德(2003),情緒價值與情緒行銷及情緒勞務管理之關聯性研究─以國際觀光旅館為例,雲林科技大學企業管理系碩士論文。
6.李淑貞(2000),我國國稅稽徵人員工作滿足感之研究,國立成功大學企業管理學系碩士論文。
7.李皖菁(2001),高科技研發人員兼負業務推廣之工作壓力探討---以工業技術研究院為例,國立中正大學勞工研究所碩士論文。
8.林孟蒨(2003),組織認同與情緒勞務負擔之關聯探討-以航空公司空服員為例,國立海洋大學航運管理學系碩士論文。
9.林尚平、陳敦生 (1997),情緒勞務分類下自我監控力與組織行為結果之關聯性研究。人力資源學報,第七期,49-65頁。
10.林尚平(2001),組織情緒勞務負擔量表之發展。中山管理評論,3(8),p427-447。
11.林淑姬(1992),薪酬公平﹑程序公正與組織承諾﹑組織公民行為關係之研究,國立政治大學企業管理學系博士論文。
12.林琨堂(1996),企業主管領導型態與員工溝通滿足及領導效能之關係研究-以台糖公司為例,國立成功大學企業管理學系碩士論文。
13.林鉦棽(1996),組織公正、信任、組織公民行為之研究:社會交換理論之觀點,管理科學學報,第13卷第3期,頁391-415。
14.邱國銘(2001),銀行行員的壓力源、工作倦怠與工作態度之研究,國立中山大學人力資源管理研究所碩士論文。
15.邱德昌(2004),加油站員工情境式情緒能力因應量表建構之初探,雲林科技大學企業管理系碩士論文。
16.洪茂森(2003),領導行為、學習型組織、知識管理、企業文化對組織績效之實證研究,國立成功大學企業管理學系碩士論文。
17.胡敏惠(2003),生涯發展、組織承諾與組織公民行為關係之研究----以台南地區保險業為例,長榮大學經營管理研究所碩士論文。
18.徐于娟(1998),餐飲服務人員工作生涯品質,服務態度對顧客滿意度,顧客忠誠度影響,中國文化大學觀光事業學系碩士論文。
19.徐永庚(2004),轉換型領導、工作態度與組織公民行為關係之研究,屏東科技大學企業管理系碩士論文。
20.袁之琦、游恆山(1990),《心理學名詞辭典》,台北:五南。
21.高佳伶(2001),銀行行員情緒勞務負荷、影響因素與結果之研究,國立中正大學勞工研究所碩士論文。
22.高榮奎(2001),領導風格與組織公民行為關係之研究,國立海洋大學航運管理學研究所碩士論文。
23.張今鑑(1980),雲五社會科學大辭典-行政學,台北:台灣商務。
24.張旭真(2003),電話客服中心的情緒勞動-以電話接聽為例,國立台北大學社會學系碩士論文。
25.張春興(1989)。《張氏心理學辭典》,台北,東華。
26.張春興(1991)。《現代心理學:現代人研究自身問題的科學》,台北:東華。
27.張振傑(2004),情緒勞務、工作滿足與組織承諾關係之研究—北部某教學醫院之實証,真理大學管理科學研究所碩士論文。
28.張潤書教授榮退紀念論文集編輯委員會(2001),新世紀的行政理論與實務-張潤書教授榮退紀念論文集,台北:三民書局。
29.張曉毓(1998),情緒勞務、組織行為結果與人力資源管理方案之研究,國立雲林科技大學企業管理系碩士論文。
30.張鴻友(2003),領導風格、勞資協商與工作滿足關係之研究,國立中正大學勞工研究所碩士論文。
31.許士軍(1993),管理學,第十版,台北:東華印書館。
32.許道然(2001),公部門組織信任與組織公民行為關係之研究,國立政治大學公共行政學系博士論文。
33.許明文(2002),公立高職科主任生涯發展、工作滿意、組織承諾之研究—以工業類為例,國立交通大學經營管理研究所碩士論文。
34.陳妍辰(2003),情緒勞務、工作特性、工作滿足與組織公民行為之相關性研究,義守大學管理科學研究所碩士論文。
35.陳孟修(1999),零售業員工的人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響之研究,國立中山大學企業管理學系博士論文。
36.陳怡安(1998),遊樂事業高情緒勞務工作者情緒規則與社會化歷程之研究,國立雲林科技大學企業管理系碩士論文。
37.陳海鳴(1999),管理概論-理論與台灣實證,台北:華泰。
38.陳敦生(1995),情緒勞務與自我監控對於工作表現及人力資源管理方案需求之相關研究-以航空服務業為例,國立雲林科技大學企業管理系碩士論文。
39.黃英忠(1998),現代管理學,第三版,台北:華泰。
40.楊馥菱(1998),情緒勞務工作者的社會支持、自我調控與工作表現之相關研究,靜宜大學管理科學研究所碩士論文。
41.鄔佩君(2003),第一線服務人員之情緒勞動的影響因素與其結果之關係:以銀行行員為例,國立政治大學心理學系碩士論文。
42.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-以情緒智力與工作作特性為干擾,靜宜大學企業管理學系碩士論文。
43.蔡玉青(1999),情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究~以休閒、旅館業為例,雲林科技大學企業管理系碩士論文。
44.蔡佳蓉(2000),保險業主管領導型態、員工服務態度與其工作績效相關性之研究,國立成功大學企業管理學系碩士論文。
45.蔡蕙如(1994),員工工作生活品質與服務態度之研究-以百貨公司、便利商店、速食店、餐廳之服務人員為例,國立中山大學企業管理研究所碩士論文。
46.盧瑞陽(1993),組織行為:管理心理導向,台北:華泰。
47.羅虞村(1995),領導理論研究,第四版,台北:文景。
48.盧盛忠、余凱成、徐昶、錢冰鴻等(1997),組織行為-理論與實務,台北:五南。
49.台灣商會聯合資訊網(2004),http://www.tcoc.com.tw/index.htm。
50.Hilgard, E. R., Atkinson, R. C., & Atkinson, R. L.著,張東峰、謝光進、鄭伯壎編譯(1995),《心理學》(Introduction to Psychology),台北:桂冠。
51.Goleman, D.(1995)著,張美惠(1996)譯,《EQ》(Emotional Intelligence),台北:時報。

西文部份

1.Angle, H. L., & Perry, J. L.(1981),An empiric assessment of organizational effectiveness,Administrative Science Quarterly, 26, 1–14.
2.Adelmann, P. K.(1989), Emotional Labor and Employee Well-Being, Doctoral Dissertation,The University of Michigan.
3.Ashforth, B. E. & Humphrey, R. H.(1993),Emotional Labor in Service Roles:The Influence of Identity, Academy of Management Review, 18, 88-115.
4.Blake, R. R., & Mouton, J. S.(1964),The Managerial Grid, Houston: Gulfpublishing Co.
5.Brown & Michael E.(1969),Identification and Some Conditions of Organizational Involment ,Administrative Science Quarterly ,14,346-355.
6.Buchanan, B.(1974),Building Organizational Commitment: The Socialization of Managers in Work Organization, Administrative Science Quarterly,19,533-546.
7.Bateman, T.S. & Organ, D.W.(1983), Job Satisfaction and the Good Soldier: The Relationship Between Affect and Employee Citizenship,Academy of Management Jouranl, 26,587-595.
8.Bass, B.M.(1990), Bass and Stogdills Handbook of Leadership: Theory, Research, and Managerial Application, N.Y.: Free Press.
9.Bass, B.M., & Avolio, B. J.(1997),Full Range Leadership Development, California: Mind Gradern.Inc.
10.Coleman,V. I., & Borman, W. C. (2000), Investigating the underlying structure of the citizenship performance domain,Human Resource Management Review, 10, 25-44.
11.Cummings, J.(2001),Work groups and knowledge sharing in a global organization,Unpublished Dissertation.
12.Davis, H.(1972),Human Behavior at Work: Organizational Behavior, 5th ed., N. Y.: Mcgraw-Hill.
13.Dubrin, R.(1998),Central Life Interests and Organizational Commitment of Workers,Adminis trative Science Quarterly,20,411-421.
14.Etzioni, A. (1961),Modern Organizations,Englewood Cliffs, NJ: Prentice-Hall.
15.Erickson,Chris D.(1991),On Thinking and Feeling Bad: Do Client Problems Derive from a Common Irrationality or Specific Irrational Beliefs,Annual Meetingof the Southeastern Psychological Association,99, 16-20.
16.Edwards, D. C. (1999) ,Motivation and emotion, London: Sage.
17.Fiedler(1967),A Theory of Leadership Effectiveness, N. Y. McGraw-Hill.
18.Ferries, K.R. & Aranya, N. (1983),A comparison of two organizational commitment scales,Personnel Psychology,36, 87-98.
19.Graham,J.W.(1991),An Essay on Organizational Citizenship Behavior, Employee Responsibilities and Rights Journal,4,249-270.
20.Hemphill, J. K., & Coons, A.E.(1957),Development of the Leader Behavior Description Questionnaire, In R.M.Stogdill & Coons, A.E. (Eds), Leader Behavior: Its Descriptions and Measurement, Columbus, Ohio: Bureau of Business Research, Ohio State University.
21.Hersey, P.& Blodnchard, K. H.(1969), Life Cycel Theory of Leadership, Training and Development Journal, 23,26-34.
22.House, R. J. (1971), A path-goal theory of leader effectiveness, Administrative Science Quarterly, 16, 321-339.
23.Hochschild, A. R.(1983),The Managed Heart:Commercialization of Human Feeling, Rerkeley:University of California Press.
24.James, N.(1989),Emotional Labour:Skill and Work in the Social Regulation of Feelings, Sociological Review, 37 , 15-42.
25.Katz, D.and Stotland, E. A.(1959),A Preliminary Statement to a Theory of Attitude Structure and Change.In Psychology, A Study of Science, Sigmund Koch , 423-475, New Tork: McGraw-Hill.
26.Kanter, R. M.(1968),Commitment and Social Organization: a Study of Commitment Mechanisms in utopian Communities,American Sociological Review, 33, 499-523.
27.Katz, D. and Kahn R. L.(1978),The social psychology of organizations, New York: John Wiley.
28.Koch, J. L. and Steers, R. M.(1978),Job Attachment, Satisfaction and Turnover among Public Sector Employees,Journal of Vocation Behavior, 12,119-128.
29.Koontz, J. L.(1990),Taking a lesson form McDonld,sproduction, 29-31.
30.Konovsky,M.A.& Pugh,S.D.(1994),Citizenship Behavior and Social Exchange, Academy of Management Journal,37,656-669.
31.Lewin,K.,White,R.K.&Lippitt.R.(1953), Leader Behavior and Member Reaction in Three Social Climates,In D.Cartwright & A. Zender.(Eds), Group Dynamics: Research and Theory, 14, N.Y.: Harper & Row, 385-611.
32.Likert,R.(1967),The Human Organization, N.Y.: McGraw- Hill.
33.Lundy,C. L.(1986), Lead Follow Or Get Out of the Way, San Diego: Avant Book.
34.Larsen,S.& Bastiansen,T.(1991),Service Attitude in Hotel and Restaurant Staff and Nurses, International Journal of Contemporary Hospitality Management, 4, 27-31.
35.Lele, M.M. & Sheth, J. N. (1993),The customer is key , New York: John Wiley Sons Inc.
36.Maslach,C.(1982),Burnout : The cost of caring, NY : Prentice Hall.
37.Mowday,R.T.,Poter,L.W.&Steers,R. M.(1982),Employee- Organization Linkage: The Psychology of Commitment Absenteeism and Turnover, New York: Academic Press, 20-56.
38.Middleton,D.R.(1989),Emotional style: The cultural ordering of emotions.Ethos, 17, 187-201.
39.Mathieu,J.E.&Zajac,D.M.(1990), A review and meta-analysis of the antecedents,correlates and consequences of organizational commitment, Psychological Bulletin, 108, 171-194.
40.Meyer,J.P.&Allen,N.J.(1991), A three-component conceptualization of organizational commitment, Human Resource Management Review, 1, 61-89.
41.Meyer,J.P., Allen, N. J.&Smith,C. A .(1993),Commitment to Organizational and Test of a Three-Component Conceptualization,Journal of Applied Psychology, 78, 538-51.
42.Mcneely,B.L.&Meglino,B.M.(1994),The role of dispositional and situational antecedents in prosaically organizational behavior: An examination of intended beneficiaries of prosaically behavior,Journal of Applied Psychology, 79, 836-844.
43.Morris,J.A.(1995),Predictors and Consequences of Emotional Labor : Service Organization, Doctoral Dissertation Abstract,The University of South Carolina.
44.Morris,J.A.&Feldman,D.C.(1996),The Dimensions Antecedents and Consequences of Emotional Labor,Academy of Management Review, 21, 986-1010.
45.Morris,J.A.&Feldman,D.C.(1997),Managing Emotions in the Workplace, Journal of Managerial Issues, 9, 257-274.
46.Mayer, R.C.&Schoonam,F.D.(1998),Differentiating Antecedents of Organizational Commitment: A test of March and Simons Model,Journal of Organizational Behavior, 15-28.
47.Organ,D.W.(1988),Organizational Citizenship Behavior: The Good Soldier Syndrome,Lexington, M. A.: Lexington Books.
48.Organ,D.W.(1988), A Restatement of the Satisfaction- Performance Hypothesis,Journal of Management, 14, 547-557.
49.Organ,D.W.(1990),The Motivational Basis of Organizational Citizenship Behavior,Research in Organizational Behavior,12,43-72.
50.Porter L.W., Steer R.M.,Mowday R. T. & Boulian P. V.(1974), Organizational Commitment, Job Satisfaction, and Turnover among Psychiatric Technicians,Journal of Applied Psychology,59,603-609.
51.Paul Hersey&Ken Blanchard(1982), Management of Organizational Behavior: Utilizing HumanResorces,4th ed, N.J.:Englewood Cliffs.
52.Podsakoff, P. M., MacKenzie, S. B., Moorman, R. H. & Fetter, R.(1989), Transformational Leader Behaviors and Their Effects on Trust, Satisfaction, and Organizational Citizenship Behaviors, The Leadership Quarterly ,1, 107-142.
53.Putnam,L.L. & Mumby,D.K.(1993), Emotion in Organization(Eds), London:Sage.
54.Reddin,W. R.(1970),Managerial Effectiveness,N.Y.: McGraw- Hill.
55.Rauch,C. F. & Behling,O.(1984), Basis for an alternate approach to the study of leadership,In Hunt, J.G.,Hosking,D.M.,Schriesheim,C. A., & Stewart,R.(Eds.),Leaders and managers: International perspectives on managerial behavior and leadership,Elmsford,NY: Pergamon Press,45-62.
56.Reichers, Amon E.(1985),A Review and Reconceptualization of Organizational Commitment,The Academy Of Management Review, 10,465-447.
57.Robinson,S.L. & Morrison, E.W.(1995),Psychological Contracts and OCB:The Effect of Unfulfilled Obligations on Civil Virtue Behavior, Journal of Organizational Behavior ,16, 289-298.
58.Robbins,S.P.(2000),Organization Behaviors,Prentice Hall International INC.
59.Stogdill,R.M.&Coons, A.E.(1951),Leader Behavior: Its Description and Measurement, Research Monograph,Columbus: Bureau of Educeational Research, Ohio State University.
60.Stogdill,R.M.(1963),Manual for Leadership Behavior Description Questionnaire-Form XII,Columbus: Bureau of Educeational Research, Ohio State University.
61.Sheldon,M. E.(1971),Investments and Involvements as Mechanism Producing Commitment to the Organization,Administrative Science Quarterly ,16,143.
62.Salancilk,G. R.(1977),New Direction in Organizational Behavior,Chicago, St.Clair Press.
63.Straw,B.M.(1977),Two Sides of Commitment. Paper presented at the National of the Academy of Management,Orlando, FL.
64.Stevens,J.M.,Beyer,J.M.&Trice,H.M.(1978),Assessing Personal, Role, and Organization Predictors of Managerial Commitment,Academy of Management Journal, 21, 380-396.
65.Smith,C.A.,Organ,D.A.&Near,J.P.(1983),Organizational Citizenship Behavior: Its Nature and Antecedents,Journal of Applied Psychology, 653-663.
66.Sutton,R.I.&Rafaeli, A.(1987),Expression of emotion as part of the work role,Academy of Management Review, 12, 23–37.
67.Schiffman,L.G.&Kanuk,L.L.(1994),Consumer Behavior, Englewood Cliffs, NJ: Prentice-Hall.
68.Spratt, K.(1996),Emotional Labor,Rewards and Intensity on the Psychological Distress of Child Day Care Providers, Doctoral Dissertation Abstract, The University of Johns Hopkins.
69.Senge, P.M.(1996),The Fifth Discipline: The Art and Practice of the Learning Organization, N.Y.: Doubleday.
70.Tannenbaum,R.,Weschier,I.R.&Massarik,F.(1961),Leadership and organization,New York: McGraw-Hill.
71.Van Maanen,J.&Kunda,G.(1989),Real feelings: Emotional expression and organizational culture,In Cummings, L.L.&Staw,B.M.(Eds.),Research in organizational behavior,11,43-103,Greenwich,CT: JAI Press.
72.Whyte,W.(1956),The Organization Man,Garden City,NY: Doubledy Anchor Books.
73.Wiener.Y.(1982),Commitment in Organization: a Normative View, Academy of Management Review,7,418-428.
74.Williams,L.J.,&Anderson,S.E.(1991),Job satisfaction and organizational commitment as predictors of organizational citizenship and in- role behaviors,Journal of Management, 17, 601-617.
75.Wharton,A.S.(1993),The Affective Consequences of Service Work :Managing Emotions on the Job,Work and Occupations, 20, 205-232.
76.Yukl,G.A.(1994),Leadership in organizations,New Jersey: Prentice-Hill.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top