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研究生:李湘玲
研究生(外文):Lee ,Hsiang Ling
論文名稱:探討航空地勤服務人員情緒勞務、工作倦怠與工作態度之相關研究—以組織文化為干擾變項
指導教授:許順旺許順旺引用關係
口試委員:林素一黃韶顏
口試日期:2011.06.18
學位類別:碩士
校院名稱:輔仁大學
系所名稱:餐旅管理學系碩士班
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:236
中文關鍵詞:情緒勞務工作倦怠工作態度工作投入組織承諾組織文化
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本研究以台灣地區國際線航空公司地勤服務人員為研究對象,主要探討地勤服務人員所負擔的情緒勞務對於工作倦怠和工作態度是否會產生影響?情緒勞務與工作態度之間是否會透過工作倦怠產生中介效果?以及組織文化是否會對「情緒勞務與工作倦怠」、「工作倦怠與工作態度」產生干擾效果?本研究採用便利抽樣方式進行問卷調查,以設立於台灣地區之國際線航空公司的地勤服務人員為受測對象。共計發放540份問卷,回收有效問卷476份,有效回收率為88%。
研究結果顯示:不同年齡的地勤人員在情緒勞務、工作倦怠、工作態度、工作滿足、工作投入、組織承諾、組織文化、創新型組織文化及支持型組織文化上有顯著差異;不同薪資的地勤人員在情緒勞務、工作倦怠、工作態度、工作滿足、工作投入、組織承諾、組織文化、創新型組織文化及支持型組織文化上有顯著差異;不同服務總年資的地勤人員在工作倦怠、工作態度、工作滿足、工作投入、組織承諾、組織文化、創新型組織文化及支持型組織文化上有顯著差異;不同職務的航空公司地勤人員在情緒勞務上有顯著的差異;不同職級的地勤人員在工作態度、工作滿足及組織承諾有顯著差異。工作倦怠與工作態度、工作滿足及組織承諾呈顯著的負相關;情緒勞務與工作態度、工作滿足、工作投入及組織承諾呈顯著正向相關;情緒勞務與工作態度、情緒勞務與工作滿足、情緒勞務與組織承諾會透過工作倦怠產生部份中介效果;組織文化對於情緒勞務與工作倦怠之間具有干擾效果;創新型組織文化對於情緒勞務與工作倦怠之間具有干擾效果;組織文化對於工作倦怠與工作態度之間具有干擾效果;支持型組織文化對於工作倦怠與工作投入之間具有干擾效果。本研究期望經由探討與分析出的研究結果,能使業者更加重視航空服務產業人力資源的管理,也冀望對於未來國際航空公司在培訓及管理員工時能有所助益。

第一章 緒論……………………………………………………………….. 1
第一節 研究背景與動機………………………………………………… 1
第二節 研究目的………………………………………………………… 3
第三節 研究範圍與對象………………………………………………… 5
第四節 研究流程………………………………………………………… 7
第五節 名詞解釋………………………………………………………… 9
第二章 文獻探討………………………………………………………….. 11
第一節 情緒勞務………………………………………………………… 11
一、 情緒勞務的定義………………………………..……………… 12
二、 情緒勞務的構面………………………………………..……… 13
三、 情緒勞務的相關研究探討……………………………..……… 18
第二節 工作倦怠………………………………………………………… 21
一、 工作倦怠的定義………………………………………..……… 22
二、 工作倦怠產生的原因………………………………………….. 23
三、 工作倦怠的構面……………………………………………….. 25
四、 工作倦怠的相關研究探討……………………………..……… 28
第三節 工作態度………………………………………………………… 31
一、 工作態度的定義及構面層次………………………………….. 31
二、 工作態度的相關研究探討……………………………..……… 40
第四節 組織文化………………………………………………………… 43
一、 組織文化的定義……………………………………………….. 43
二、 組織文化的形成……………………………………………….. 45
三、 組織文化的層面及功能影響………………………………….. 47
四、 組織文化的類型……………………………………………….. 50
第五節 各構面關係及假設推導………………………………………… 57
一、 情緒勞務與工作倦怠之關聯性探討………………………….. 57
二、 工作倦怠與工作態度之關聯性探討………………………….. 58
三、 情緒勞務與工作態度之關聯性探討………………………….. 61
四、 工作倦怠對情緒勞務與工作態度之中介效果……………….. 64
五、 組織文化對情緒勞務與工作倦怠的關係之干擾效果……….. 66
六、 組織文化對工作倦怠與工作態度的關係之干擾效果……….. 68
第三章 研究方法………………………………………………………….. 73
第一節 研究架構與假設………………………………………………… 73
一、 研究架構……………………………………………………….. 73
二、 研究假設……………………………………………………….. 74
第二節 研究對象與抽樣方法…………………………………………… 77
一、 研究對象……………………………………………………….. 77
二、 抽樣方法……………………………………………………….. 79
三、 資料蒐集……………………………………………………….. 79
第三節 研究工具………………………………………………………… 81
一、 問卷內容設計…………………………………………………… 81
二、 各量表編製方式………………………………………………… 82
第四節 問卷之信度與效度分析………………………………………… 87
一、 信度分析………………………………………………………… 87
二、 收斂效度分析…………………………………………………… 96
三、 各研究構面間區別效度之檢測………………………………… 103
第五節 資料分析方法…………………………………………………… 105
一、 描述性統計分析……………………………………………….. 105
二、 因素分析……………………………………………………….. 105
三、 信度分析……………………………………………………….. 105
四、 相關分析……………………………………………………….. 105
五、 變異數分析…………………………………………………….. 105
六、 多元迴歸分析………………………………………………….. 106
七、 階層迴歸分析………………………………………………….. 106
第四章 研究分析結果…………………………………………………… 107
第一節 個人基本資料分析……………………………………………… 107
第二節 情緒勞務、工作倦怠、工作態度與組織文化的現況分析與討論………….……………….…......................................111
第三節 不同個人背景變項在情緒勞務、工作倦怠、工作態度與組織文化之差異分析與討論 ….…………………….….……………............................121
第四節 情緒勞務、工作倦怠、工作態度與組織文化之關係………… 139
第五節 工作倦怠對情緒勞務與工作態度之中介效果 .….…………… 149
第六節 組織文化對情緒勞務與工作倦怠及工作倦怠與工作態度之干擾效果…….……………….…………………….….……………..............155
第五章 研究結論與建議………………………………………………… 171
第一節 研究結論………………………………………………………… 171
第二節 研究貢獻與限制………………………………………………… 185
第三節 研究建議………………………………………………………… 189
參考文獻 ………………………………………………………………191
中文部分……………………………………………………………………. 191
英文部分……………………………………………………………………. 199
網站部分……………………………………………………………………. 223
附錄一 專家效度問卷…………………………………………………… 225
附錄二 研究問卷………………………………………………………… 233

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3. 探討醫院護理人員情緒勞務對工作滿意度、工作倦怠之影響-以情緒智力為干擾因子
4. 就業服務員之情緒勞務、工作滿意度、工作倦怠與離職傾向之相關研究
5. 情緒勞務、組織承諾與工作績效關聯性之研究- 以航空公司國內線空服人員為例
6. 旅行業從業人員工作特性、情緒勞務、工作滿意度、組織承諾關係之探討
7. 國民小學教師情緒勞務與工作倦怠之關係研究—以工作投入、社會支持為調節變項
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10. 情緒勞務工作者之態度與行為分析-以個案銀行理財專員為例
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12. 台中市國民小學行政人員情緒勞務與工作倦怠相關之研究
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