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研究生:林福珍
論文名稱:新進業務員情緒勞務對情緒耗竭之研究-以自我效能及訊息知覺能力為干擾變項
指導教授:鍾燕宜鍾燕宜引用關係
學位類別:碩士
校院名稱:國立彰化師範大學
系所名稱:人力資源管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
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:99
中文關鍵詞:情緒勞務情緒耗竭自我效能訊息知覺能力
相關次數:
  • 被引用被引用:7
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  • 收藏至我的研究室書目清單書目收藏:4
情緒對每日的工作表現及生活影響深遠,若要在工作上有所成就,首重的就是能妥善管理自身的情緒。員工依循公司要求管理自身的情緒便是情緒勞務。情緒勞務雖然能創造工作價值、增加公司營收,但也會使得員工的身心產生正面或負面的影響,尤其是當員工努力壓抑負面情緒時,更可能使員工產生情緒耗竭,並進而對公司造成負面影響。
過去研究已知,情緒勞務對情緒耗竭的影響,結論不一,其中「個人特徵」扮演關鍵因素。為釐清情緒勞務與情緒耗竭的關係,本研究以「資源保存理論」為理論基礎,探討個人特徵中的「自我效能」及「訊息知覺能力」對「情緒勞務」與「情緒耗竭」之干擾效果,並以新進業務人員為研究對象。
研究結果發現,偽裝情緒對情緒耗竭具有顯著負面影響,而自我效能、高訊息知覺能力對偽裝情緒與情緒耗竭之關係具有干擾效果。建議企業應引導新進業務員使用內化情緒取代偽裝情緒,並增進新進業務員之自我效能及訊息知覺能力以減少情緒耗竭的產生。

關鍵詞:情緒勞務、情緒耗竭、自我效能、訊息知覺能力
目 錄
中文摘要 ……………………...………………………………………. I
Abstract ……………………...………………………………………. II
目錄 ……………………...……………………………………………III
表目次 ……………………...…………………………………………V
圖目次 ……………………...…………………………….………….…. VI
第一章 緒論 ……………...…………………………………………… 1
第一節 研究背景與動機 ……………………...…………………. 1
第二節 研究目的 ……………………...…………………………. 11
第三節 研究範圍 ……………………………...…………………. 11
第四節 研究流程 ……………………...…………………………. 13
第五節 名詞釋義 ……………………………...…………………. 14
第二章 文獻探討 ………..…………………….……..………….. 16
第一節 情緒勞務 …………………….……..………..….….. 16
第二節 情緒耗竭 …………………………...……………….. 21
第三節 自我效能 …………………………...……………….. 24
第四節 訊息知覺能力 ……...……...……...……...………….…. 28
第三章 研究方法 ……...……………………………………...……. 31
第一節 研究架構與假設 ………...…………………………….….. 31
第二節 研究對象 ………………...…………………………….….. 32
第三節 研究工具 ………………...…………………………….….. 33
第四節 調查實施 ………………...…………………………….….. 41
第五節 資料分析 ………………...…………………………….….. 42
第四章 研究結果與討論 …..…………………………...…….… 45
第一節 樣本描述 ………………...………………………...……. 45
第二節 情緒勞務對情緒耗竭的影響 ………………………….… 50
第三節 情緒勞務對情緒耗竭影響-以自我效能為干擾變項 ……. 51
第四節 情緒勞務對情緒耗竭影響-以訊息知覺能力為干擾變項 52
第五章 結論與建議 …………………...…….……………………. 56
第一節 研究主要發現 ……………………...….………….…….. 56
第二節 研究結論 ……………………..…………….……………. 57
第三節 研究建議 ……………………………...…….…………… 60
第四節 研究限制 ……………………………...….………….…... 64

參考文獻 …………………………...…………….………….….…….. 66

附錄
附錄一 正式問卷


表目次
表3-1: 情緒耗竭之驗證性因素分析結構 ………………… 34
表3-2: 情緒勞務之驗證性因素分析結構………………… 36
表3-3: 自我效能之驗證性因素分析結構………………… 37
表3-4: 訊息知覺能力之驗證性因素分析結構……………………… 38
表4-1: 樣本特性統計……………………………………………… 47
表4-2: 本研究各變項之敘述性統計與相關係數…………………… 49
表4-3: 情緒勞務對情緒耗竭簡單迴歸分析 ……………………… 51
表4-4: 情緒勞務、自我效能對情緒耗竭之階層迴歸分析 ……… 52
表4-5: 情緒勞務、訊息知覺能力對情緒耗竭階層迴歸分析 …… 54
表4-6: 情緒勞務、高訊息知覺能力對情緒耗竭階層迴歸 …… 55
表5-1: 資料分析結果彙整…………………………………………… 56


圖目次
圖3-1: 研究架構與假設 ………………………………………… 31
圖3-5-1: 資料分析方法…………………………………………… 43
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