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研究生:盧姍姍
研究生(外文):Shan-Shan Lu
論文名稱:心理契約缺口、情緒勞動與情緒耗竭關係之研究
論文名稱(外文):The Relationship between Psychological Contract Breach, Emotional Labor and Emotional Exhaustion.
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:2007
畢業學年度:95
語文別:中文
論文頁數:88
中文關鍵詞:心理契約缺口情緒勞動情緒耗竭
外文關鍵詞:psychological contract breachemotional exhaustion
相關次數:
  • 被引用被引用:12
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  • 評分評分:
  • 下載下載:194
  • 收藏至我的研究室書目清單書目收藏:3
現今組織與員工之間的關係不如過去穩定,雙方的僱傭關係存在某種契約關係。而心理契約則是一種特別的契約,是員工與組織對彼此相互義務的期望。近年來許多企業都提倡「企業再造」、「組織精減」等策略來提升競爭力。但這些策略都忽略了員工的價值,因此員工與組織必須藉由心理契約來維持彼此間的關係。當員工產生心理契約缺口會影響員工的行為表現,並對組織減少信任、降低忠誠度等負面影響。因此,本研究試圖探討第一線員工心理契約缺口、情緒勞動(淺層演出與深層演出)與情緒耗竭三者之關係。本研究採用匿名式問卷調查法,以與顧客直接接觸的櫃檯員工為研究樣本,有效回收問卷273份,回收率為87.91%。研究結果如下:
1.心理契約缺口與淺層演出無關,但與深層演出呈負相關。
2.淺層演出與情緒耗竭無關,但深層演出與情緒耗竭呈負相關。
3.心理契約缺口與情緒耗竭呈正相關。
4.心理契約缺口未經由淺層演出之部分中介影響情緒耗竭,但會
經由深層演出之部分中介影響情緒耗竭。
本研究討論研究發現在理論及管理實務上的意涵,同時對未來的研究方向提出建議。
Today the relationship between organizations and employees are no more stable than the past, the labor contracts standardize the rights and obligations. The psychological contract is a specific contract, it is an employee's belief abut the mutual obligations. Many enterprises carries out the restructuring and downsizing to promote their competition in these latter years, but these strategies ignore the value of the employees. Therefore, the employees and organizations have to use psychological contract to maintain the relationships. When the employee has psychological contract breach, it may influence his behaviors and reduced the employee's belief and loyalty and so on. The purpose of this study is to examine the relationship among psychological contract breach (PCB), emotional labor (EL) and Emotional Exhaustion (EE) about first line employees. The study adopted anonymous questionnaires, the data samples were 273 first line employees, and the response rate was 87.91%. The results are as follows:
1. PCB did not affect surface acting, but influenced deep acting negatively.
2. Surface acting did not affect EE, but deep acting influenced EE negatively.
3. PCB influenced EE directly.
4. Above results was run by path analysis revealed the intervening variable (deep acting) had obvious impact on PCB and EE.
The authors discussed the implications for theory and practices, and suggestions for the further study.
中文摘要 .................... iii
英文摘要 .................... iv
誌謝辭  .................... v
內容目錄 .................... vi
表目錄  .................... viii
圖目錄  .................... ix
第一章 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
第二章 文獻探討................. 6
第一節 情緒勞動............... 6
第二節 心理契約缺口............. 22
第三節 情緒耗竭............... 31
第四節 研究假設............... 37
第三章 研究方法................. 41
第一節 研究樣本與資料收集.......... 41
第二節 變數的操作性定義與衡量........ 45
第三節 資料分析............... 49
第四節 信度與效度分析............ 52
第四章 實證結果................. 57
第一節 相關分析............... 57
第二節 研究假設之驗證結果.......... 59
第五章 結論與建議................ 65
第一節 研究結論............... 65
第二節 管理意涵............... 68
第三節 研究限制與未來建議.......... 70
參考文獻..................... 71
附錄A 員工問卷................ 85
一、中文部分

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未出版之博士論文,55-59。
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