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研究生:羅玉雲
研究生(外文):Yu-yun Lo
論文名稱:主管支持對情緒耗竭之影響-探討情緒智力、角色壓力之干擾效果
論文名稱(外文):The Effects of Supervisor Support on Emotional Exhaustion:Exploring the Moderate Effects of Emotional Intelligence and Role Stress
指導教授:方祥明方祥明引用關係應立志應立志引用關係
指導教授(外文):Hsiang-Ming FangLi-Chin Ying
學位類別:碩士
校院名稱:靜宜大學
系所名稱:管理碩士在職專班
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:2007/07/
畢業學年度:95
語文別:中文
論文頁數:83
中文關鍵詞:角色壓力證券業務員情緒耗竭情緒智力主管支持
外文關鍵詞:emotional exhaustionemotional intelligencesecurity salesrole stressSupervisory support
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本研究目的在探討證券業務人員主管支持對其情緒耗竭的影響,並以情緒智力、角色壓力(角色衝突與角色模糊)做為干擾變項。本研究以便利抽樣選取證券公司之業務人員與直屬主管為樣本,問卷以對偶方式進行抽樣,共發出252份配對問卷,回收186份,有效問卷回收率73%。研究結果發現:1.主管支持與情緒耗竭無顯著影響。2.情緒智力對主管支持與情緒耗竭間之影響有顯著的干擾作用,低情緒智力者會因主管之支持減緩情緒耗竭,3.角色衝突對主管支持與情緒耗竭間之影響並無干擾效果。4.角色模糊對主管支持與情緒耗竭間之影響有顯著的干擾作用,角色模糊程度愈高者,反因主管支持加入而增強情緒耗竭的程度。
根據研究結果,本研究建議企業人力資源部門應增設培養個人情緒智力管理能力之相關課程,奠基人力資本與企業競爭實力,加強主管對部屬工作外之支持,並建立主管與部屬間良好的溝通及互動管道,提供員工明確之工作說明及規範,降低角色模糊造成之不確定感。建議員工主動參與公司開辦之正式或非正式之課程、講座與活動,奠基自我實力。
The purpose of this study is to explore the moderating effects of emotional intelligence and role stress on the relationship between employees’ supervisory support and emotional exhaustion. In order to obtain empirical data, we select security sales and their immediate supervisor using the convenient sampling method. 252 dyadic questionnaires were sent, and 186 of them were responded. The valid responded rate was 73%.
The results of our study were listed as follows:1. Supervisory support is not related to emotional exhaustion. 2. Emotional intelligence moderated the relationship between supervisory support and emotional exhaustion. Specifically, at low level of emotional intelligence, the supervisory support is negatively related to emotional exhaustion 3. Role ambiguity moderated the relationship between supervisory support and emotional exhaustion. Specifically, at high level of role ambiguity, the supervisory support is positively related to emotional exhaustion.
According to the research findings, the following practical implications are proposed: 1. Human Resource (HR) department should implement more training courses about emotional management. 2. In order to reduce uncertainty caused by role ambiguity, supervisors should strengthen their support and establishing open communication channel toward employees. 3. Finally, employees should actively participate in training courses raised by organizations, and develop higher abilities for coping with emotional or job stress.
目 錄
謝誌.............................................................................................................................I
中文摘要 ..................................................................................................................II
英文摘要…..............................................................................................................IV
第一章 緒論...............................................................................................................1
第一節 研究背景...................................................................................................1
第二節 研究問題...................................................................................................3
第三節 研究問題重要性.......................................................................................9
第四節 研究目的.................................................................................................10
第五節 研究步驟.................................................................................................11
第六節 變數名詞解釋….....................................................................................12

第二章 文獻探討.....................................................................................................14
第一節 主管支持.................................................................................................14
第二節 情緒耗竭.................................................................................................17
第三節 情緒智力.................................................................................................19
第四節 情緒耗竭、主管支持與情緒智力之關探討 ........................................21
第五節 角色壓力.................................................................................................24
第六節 角色壓力與主管支持與情緒耗竭的關係.............................................29


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...............................................................................................33
第三節 資料分析...............................................................................................34
第四章 研究結果與討論........................................................................................43
第一節 樣本描述 ............................................................................................43
第二節 情緒智力對主管支持與情緒耗竭之干擾效果 ................................47
第三節 角色壓力對主管支持與情緒耗竭干擾效果......................................50

第五章 研究結論與建議 ......................................................................................52
第一節 研究發現與結論..................................................................................52
第二節 管理意涵..............................................................................................55
第三節 研究限制 ............................................................................................58
第四節 未來研究建議......................................................................................59
參考文獻 60
附錄 77
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