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研究生:賴佩琪
研究生(外文):Pai-Chi Lai
論文名稱:情緒勞動、情緒耗竭與生產力關係之研究
論文名稱(外文):The effect of emotional labor, emotional exhaustion and productivity.
指導教授:林少龍林少龍引用關係
指導教授(外文):Shao-Lung Lin
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際貿易學系碩士班
學門:商業及管理學門
學類:貿易學類
論文種類:學術論文
論文出版年:2004
畢業學年度:93
語文別:中文
論文頁數:70
中文關鍵詞:情緒耗竭情緒勞動生產力
外文關鍵詞:emotional laboremotional exhaustionproductivity
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情緒勞動是指服務人員在服務的過程中「所表達出的適當情緒」(Ashforth and Humphrey, 1993)。客服人員是企業及顧客間之溝通橋樑(Bennington, Cummane, and Conn, 2000),在與顧客接觸以及平常工作的過程當中,雖然承受許多的壓力,例如:顧客抱怨、工作要求與單調的工作內容(Frenkei, Tam, Korczynski, and Shire, 1998; Winslow and Bramer, 1994),但是仍然必須表現適當的情緒以滿足顧客的要求(Alison, 2002)。由於客服人員的情緒勞動是企業提供服務的重要關鍵,因此本研究試圖探討客服人員的情緒勞動對情緒耗竭與生產力的影響。本研究採匿名式問卷調查法。回收有效問卷233份,回收率為93.2%。本研究發現下列結果:
1.情緒勞動中的淺層偽裝對情緒耗竭呈現顯著正向關係,而深層偽裝與情緒耗竭無關。
2.情緒耗竭對於客服人員之生產力無顯著相關,因此情緒耗竭的中介效果不成立。
3.淺層偽裝與生產力無關,而深層偽裝則正向影響生產力。
Act of expressing socially desirable emotional is the basis for emotional labor (Ashforth and Humphrey, 1993). Customer Service Representatives (CSRs) play as key roles between organizations and customers (Bennington, Cummane, and Conn, 2000). Although CSRs are apt to experience high levels of job related stress-for example: complain from customers, work demand and monotonous work (Frenkei, Tam, Korczynski, and Shire, 1998; Winslow and Bramer, 1994), they have to display appropriate emotions. The purpose of this study is to examine the influence of emotional labor on emotional exhaustion and productivity. The data were provided by 233 CSRs and the response rate was 93.2%. The results are as follows:
1.The surface acting of emotional labor positively related to emotional exhaustion, but the deep acting did not.
2.The emotional exhaustion did not influence the productivity. This meant that emotional exhaustion did not a mediator between emotional labor and productivity.
3.Deep acting negatively influenced productivity, but surface acting did not.
內 容 目 錄

中文摘要  ....................  iii
英文摘要  ....................   iv
誌謝辭  ....................  v
內容目錄..................... vii
表目錄 .....................   viii
圖目錄   .................... x
緒論 ....................    1
第一節 研究背景 ................  1
第二節 研究問題與目的 .............   2
第三節 研究架構 ................   5
第一章 文獻探討 ................. 6
第一節 客服中心 ................ 6
第二節 生產力 ................. 13
第三節 情緒勞動 ................. 15
第三節 情緒耗竭 ................. 24
第四節 研究假設 ................ 30
第二章 研究方法 ................. 32
第一節 研究對象.................. 32
第二節 變數的操作性定義與衡量 .......... 34
第三節 資料分析方法. .............. 37
第三章 實證結果... .............. 39
第一節 信度與效度分析 .............. 39
第二節 情緒勞動、情緒耗竭與生產力之相關分析 .. 42
第三節 研究假設之檢驗結果............. 45
第五章 結論與建議 ................ 50
第一節 研究結論................ 50
第二節 管理意涵................ 52
第三節 研究限制與未來研究建議......... 53
參考文獻 ..................... 54
附錄一 正式問 ................. 67
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