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研究生:林振勇
研究生(外文):Lin,cheng-yung
論文名稱:公路監理人員人格特質、工作投入、情緒勞務與工作績效之研究-以高雄市監理處為例
論文名稱(外文):Personality Trait, Job Involvement, Emotional Labor and Job Performance of Motor Vehicle Office Employees - Taking Kaohsiung City Motor Vehicle Office as Example
指導教授:李文智李文智引用關係鄭舜仁鄭舜仁引用關係
指導教授(外文):Li Wen ChihCheng Shuenn Ren
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:商務經營研究所
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:2009
畢業學年度:97
語文別:中文
論文頁數:90
中文關鍵詞:人格特質工作投入情緒勞務工作績效
外文關鍵詞:Personality TraitJob InvolvementEmotional LaborJob Performance
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本研究期望透過國內外文獻的蒐集整理,運用相關理論及管理架構,歸納出人格特質、工作投入、情緒勞務及工作績效的評量表,並針對公路監理機關實際負責業務承辦人員,實施問卷調查,以了解公路監理機關現行的實際作為,並探討人格特質、工作投入、情緒勞務與工作績效之相關性,以建立公路監理機關管理運作模式與架構,故本研究主要在探討公路監理人員人格特質、工作投入、情緒勞務及工作績效之關係。
本研究係以高雄市監理處之公路監理人員為研究對象,首先發出預試問卷以便利取樣方式共計發出20份問卷,並回收20份有效問卷,其經由研究對象實際填答,並提供意見與回饋評論,回收問卷後,將所有樣本進行統計分析,包括信度、效度分析與因果關係的驗證。本研究共發出200份問卷,回收149份,有效問卷為124份,問卷有效回收率為83.22%。

本研究先利用因素分析、迴歸方法、典型相關來作分析,最後的研究結果發現:

一、不同人格特質與工作投入有影響

二、不同人格特質與情緒勞務有影響

三、人員工作投入越高、工作績效越好

四、不同的員工情緒勞務的表達,會影響工作績效表現
This study hopes to organize an assessment chart for personality trait, job involvement, emotional labor and job performance by collecting local and international references and through the application of the related theory and management structure. It conducted a survey for the employees of the higway supervision office to understand their current tasks and explore the relationship among personality trait, job involvement, emotional labor and job performance in order to establish the administration/operation model and infrastructure of the highway supervision office.

This study used the employees of Kaohsiung City’s Motor Vehicles Department as the subjects. 20 questionnaires were distributed for the pilot test. After revising the questionnaires with the help of the opinions and comments offered by the employees, 200 questionnaires were distributed and 149 questionnaires were retumed 124 questionnaires were valid and the valid returned rate is 83.22%.

The statistical menthods used in this study are factor analysis, regression analysis and canonical correlation analysis. The results showed that:

1. Different personality traits influence job involvement.
2. Different personality traits influence emotional labor.
3. The higher the job involvement of the employee, the higher the job performance will be.
4. Different ways of expressing emotional labor influence job performance
中文摘要 -------------------------------------------------------------------------- I

英文摘要 --------------------------------------------------------------------------
誌謝 --------------------------------------------------------------------------
目錄 --------------------------------------------------------------------------
表目錄 --------------------------------------------------------------------------
圖目錄 --------------------------------------------------------------------------
第一章 緒論--------------------------------------------------------------------- 1
第一節 研究背景與動機------------------------------------------------------ 1
第二節 研究目的--------------------------------------------------------------- 2
第三節 研究流程--------------------------------------------------------------- 3
第二章 文獻探討--------------------------------------------------------------- 5
第一節 人格特質--------------------------------------------------------------- 5
第二節 工作投入--------------------------------------------------------------- 13
第三節 情緒勞務--------------------------------------------------------------- 22
第四節 工作績效--------------------------------------------------------------- 27
第三章 研究設計與方法------------------------------------------------------ 33
第一節 研究架構-------------------------------------------------------------- 33
第二節 研究假設-------------------------------------------------------------- 34
第三節 研究變數的操作型定義--------------------------------------------- 35
第四節 研究設計--------------------------------------------------------------- 37
第五節 問卷設計--------------------------------------------------------------- 38
第六節 分析方法及架構------------------------------------------------------ 46
第七節 信度與效度分析------------------------------------------------------ 47
第四章 資料分析與研究結果------------------------------------------------ 48
第一節 信度檢定與有效樣本分析------------------------------------------ 48
第二節 因素分析--------------------------------------------------------------- 52
第三節 人格特質與工作投入之分析--------------------------------------- 61
第四節 人格特質與情緒勞務之分析--------------------------------------- 63
第五節 工作投入與工作績效之分析--------------------------------------- 66
第六節 情緒勞務與工作績效之分析--------------------------------------- 67
第五章 結論與建議------------------------------------------------------------ 70
第一節 實證結果結論--------------------------------------------------------- 70
第二節 研究結論--------------------------------------------------------------- 72
第三節 實務建議--------------------------------------------------------------- 74
第四節 後續研究之建議------------------------------------------------------ 75
第五節 研究限制--------------------------------------------------------------- 76
參考文獻 -------------------------------------------------------------------------- 77
附錄一 -------------------------------------------------------------------------- 83
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