臺灣博碩士論文加值系統

本研究主要在探討公務人員的情緒勞動，以及外向性人格特質如何干擾情緒勞動方式（淺層演出、深層演出），進而對情緒經驗（正向情緒、負向情緒）、工作滿意、情緒耗竭及留任意願產生影響。本研究採用問卷調查法，以臺北市區公所公務人員為樣本，有效回收樣本共計231份，回收率達88.46%。研究結果顯示淺層演出與負向情緒、情緒耗竭有顯著正相關，與工作滿意、留任意願為顯著負相關。深層演出與正向情緒、工作滿意、留任意願有顯著正相關，與情緒耗竭為負相關。負向情緒具有中介淺層演出與情緒耗竭、工作滿意、留任意願之間關係的效果。正向情緒有中介深層演出與工作滿意、留任意願之間關係的效果。外向性會降低淺層演出與工作滿意、留任意願之間的負相關。根據研究結果在管理實務上及未來研究方向提出建議。

This study focuses on the relationship among emotional labor, extraversion interference emotional labor (surface acting, deep acting) ,emotional experience (positive emotion, negative emotion), job satisfaction, emotional exhaustion and intention to stay. This study used questionnaires to collect 231 valid samples from public sector. The results showed that surface acting has a positive effect on negative emotions and emotional exhaustion, and has a negative effect on job satisfaction and intent to stay. Deep acting has a positive effect on job satisfaction, intent to stay, and has a negative effect on emotional exhaustion. Negative emotion mediated the relationship of surface acting and emotional exhaustion, job satisfaction, and intent to stay. Positive emotional performance mediates the relationship between deep acting and job satisfaction, intent to stay. Extraversion will reduce the negative relationship between surface acting and job satisfaction, intent to stay.

論文提要 i
目 次 iv
表目錄 vi
圖目錄 viii
第一章　緒論 1
第一節 研究背景與動機 1
第二節　研究目的與問題 4
第三節 研究方法 6
第四節　研究流程 7
第二章　文獻回顧 8
第一節 情緒勞動 8
第二節　情緒經驗 17
第三節　情緒耗竭 19
第四節　工作滿意 22
第五節　留任意願 24
第六節　外向性 26
第三章　研究假設與方法 29
第一節　研究架構 29
第二節　研究假設 30
第三節　研究設計 35
第四節　研究方法 41
第四章　實證分析與結果 44
第一節　樣本資料分析 44
第二節　因素分析與信度分析 50
第三節　相關分析 54
第四節 　t檢定及變異數分析 58
第五節 統計分析與假設驗證 67
第五章　結論 87
第一節　研究發現 87
第二節　研究建議 90
參考文獻 93
附錄：問卷 101

一、中文部分
王佳煌、潘中道等（譯）（2002）。社會研究方法－質化與量化取向。臺北：學富文化。
王淑俐（1995）。青少年情緒的問題、研究與對策。臺北：合記。
仝澤蓉（2011年，5月18日）。全球競爭力－台灣躍升第6。聯合晚報，A1版。
行政院研究發展考核委員會（2010）。政府服務品質獎評獎實施計畫。行政院研究發展考核委員會。
林少龍、歐瑋欣、陳曉天（2006）。外向性對員工正面情感傳遞之影響：情緒勞動之角色。Asian Journal of Management and Humanity Sciences,Vol. 1, No. 3, pp. 453-469。
林慧芝（2005）。激勵制度對留任意願影響之探討－以內部稽核人員為例。國立中央大學人力資源管理研究所碩士論文。
沈志明（2006）。戶政人員情緒勞動、人格特質對工作滿意度影響之研究－以彰化縣為例。國立彰化師範大學商業教育學系行政管理碩士論文。
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博士論文。
吳宗祐、鄭伯壎（2003）。組織情緒研究之回顧與前瞻。應用心理研究，第19期，頁137-173。
吳宗祐、鄭伯壎（2006）。工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。中華心理學刊，48卷1期，頁69-78。
吳宗祐（2008）。由不當督導到情緒耗竭：部屬正義知覺與情緒勞動的中介效果。中華心理學刊，50卷，2期，頁201-221。
吳明隆、涂金堂（2006）。SPSS 與統計應用分析。臺北：五南。
吳明隆（2009）。SPSS操作與應用－問卷統計分析實務。臺北：五南。
邵詩茹（2008）。以情緒勞動為中介變項探討角色認同與去人性化關係之研究。中國文化大學國際貿易研究所碩士論文。
卓明德（2008）。情緒勞務負擔、情緒經驗、與領導─部屬交換關係對工作倦怠之關聯性探討：以台灣高速鐵路之第一線服務人員為例。國立雲林科技大學企業管理研究所碩士論文。
張春興（1993）。現代心理學。臺北：東華。
張瑞春（1998）。組織變革中組織氣候對工作滿足投入、組織承諾及工作滿足影響之研究-以中國石油公司高雄營業處為例。國立中山大學人力資源管理研究所碩士論文。
張心愉（2007）。情緒勞務與工作滿足之研究。銘傳大學國際企業學系碩士論文。
項靖（2008）。電子治理關係之調適。行政院研考會委託研究報告，行政院研究發展考核委員會。
臺北市政府（2009）。臺北市各區公所組織規程。臺北市政府。
程薇（2008）。心理學（含概要）包括諮商與輔導。臺北：志光教育文化出版社。
陳妍辰（2003）。情緒勞務、工作特性、工作滿足與組織公民行為之相關性研究。義守大學管理科學研究所碩士論文。
黃德祥（1994）。青少年發展與輔導。臺北：五南。
徐瑞珠（譯）(1992)。情緒管理的探索”The Managed Heart”。臺北市：桂冠。（原著Arlie Russell Hochschild於1983出版）
鄔佩君、陳彰儀、吳宗祐（2005）。華人企業服務人員情緒勞動方式前置因素與其結果之關係：以銀行行員為例。國立政治大學「教育與心理研究」，28卷4期，頁693-719。
鄔佩君（2002）。第一線服務人員之情緒勞動的影響因素與其結果之關係：以銀行行員為例。國立政治大學心理系碩士論文。
詹翔霖（2010）。人格特質與潛能激發，2010 年12 月2 日取自詹翔霖部落格，網址：http://tw.myblog.yahoo.com/rschan1202@kimo.com/。
鄭怡婷(2007）。人資顧客服務代表的角色壓力與工作滿意、工作投入、留任意願之關聯－以知覺人力資源部門主管支持為調節變項。國立中央大學人力資源管理研究所碩士論文。
蔡良文（2010）。人事行政學－論現行考銓制度。臺北：五南。
蔡孟原（2005）。難應付客戶、情緒勞務與情緒耗竭—工作涉入與知覺組織支持的調節效果。中原大學心理學系碩士論文。
魏金音（2005）。保險業務員之情緒勞務、心理契約與離職傾向之相關性研究。國立中正大學勞工研究所碩士論文。
二、英文部分
Arvey, R. D., Renz, G. L., & Watson, T. W. (1998). Emotionality and job performance:implications for personnel selection. Research in Personnel and Human Resources Management, 16, 103-147.
Ashforth, B. E., & Humphrey, R. H. (1993).Emotional labor in service roles: The influence of Identity.Academy of Management Review, 18, 88–115.
Brotheridge, C. M., & Lee, R. T. (2003).Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76, 365–379.
Bono, J. E., & Vey, M. A. (2005). Toward understanding emotional management at
work: A quantitative review of emotional labor research. In H¨artel CE, ZerbeWJ, Ashkanasy (Eds.), Emotions in organizational behavior (pp. 213–233). Mahwah, NJ: Erlbaum.
Bono, J. E., & Vey, M. A. (2007). Personality and emotional performance: Extraversion, neuroticism, and self-monitoring. Journal of Occupational Health Psychology,12, 177–192.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.”. Journal of Vocational Behavior, 60, 17–39.
Bedeian, A. G., & Armenakis, A. A. (1981). A path-analytic study of the consequences of role conflict and ambiguity. Academy of Management Journal, 24(2) ,417-424.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57–67.
Bluedorn, A. C. (1982). The theories of turnover : causes, effects, and meaning.Research in the Sociology of Organizations, 1, 75-128.
Digman, J. M. (1990). Personality structure: Emergence of the five –factor model.Annual Review of Psychology, 41, 417-440.
Domagalski, T. A. (1999). Emotion in organization: Main Currents. Human Relations,52(6), 833-852.
Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of
emotional display rule perceptions. Journal of Applied Psychology, 88, 284–294.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior,66,339–359.
Fleeson, W., Malanos, A. B., & Achille, N. M. (2002). An intraindividual process approach to the relationship between extraversion and positive affect: Is acting extraverted as “good” as being extraverted? .Journal of Personality and Social Psychology, 83, 1409–1422.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to
conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service deliver. Academy of Management Journal, 46, 86–96.
Gross, J. J. (2002). Emotion regulation: Affective, cognitive, and social consequences.Psychophysiology,39, 281–291.
Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy:Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301–318.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is“service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96, 38–55.
Hoppock, R. (1935). Job Satisfaction, New York: Happer and Row.
Hochschild, A. R. (1983). The managed heart. Berkeley, CA: University of California Press.
Jackson, S. E., Schwab, R. L., & Schuler, R. S. (1986). Toward an understanding of the burnout phenomenon. Journal of Applied Psychology, 71(4), 630-640.
Judge, T. A., Ilies, R., & Scott, B. A. (2006). Work-family conflict and emotions:Effects at work and at home. Personnel Psychology, 59, 779–814.
Johnson, H. M., & Spector, P E. (2007). Service with a smile: Do emotional intelligence,gender, and autonomy moderate the emotional labor process?.Journal of Occupational Health Psychology, 12, 319–333.
Judge, T. A., Woolf, E. F., & Hurst, C.(2009).Is Emotional Labor More Difficult For Some Than For Others? A Multilevel, Experience-Sampling Study. Personnel Psychology, 62, 57–8
Locke, E. A. (1976). The nature and causes of job satisfaction. In M.D. Dunnette (Ed.),Handbook of industrial and organizational psychology(pp. 1297-1350). Chicago: Rand McNally.
Larsen, R. J., & Ketelaar, T. (1989). Extraversion, neuroticism, and susceptibility to positive and negative mood induction procedures.Personality and Individual Differences, 10, 1221–1228.
Larsen, R.J., & Ketelaar, T. (1991). Personality and susceptibility to positive and negative emotional states.Journal of Personality and Social Psychology, 61, 132–140.
Lucas, R. E., & Fujita, F. (2000). Factors influencing the relation between extraversion and pleasant affect. Journal of Personality and Social Psychology, 79, 1039–1056.
Mowday, R.T., Koberg, C.S., & McArthur, A.W.(1984). The psychology of the
withdrawal process : a cross-validational test of Mobley＇s intermediate linkages model of turnover in two samples. Academy of Management Journal, 27(1) : 79-94.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout.
Journal of Organizational Behavior, 2, 99-115.
Maslach, C. (1982). Burnout: The case of caring. New York: Prentice Hall.
Morris, J. A., & Feldman, D. C. (1996).The dimensions, antecedents, and consequences of emotional labor.Academy of Management Review, 21, 986–1010.
Muchinsky, P. M. (2000). Emotion in the workplace: The neglect of organizational behavior. Journal of Organizational Behavior, 21, 801-805.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52: 397-422.
McNiel, J. M., & Fleeson, W. (2006). The causal effects of extraversion on positive affect and neuroticism on negative affect: Manipulating state extraversion and state neuroticism in an experimental approach. Journal of Research in Personality, 40, 529–550.
Maslach, C., & Jackson, S. E.（1986）. The Maslach BournoutInventory Manual（2th ed.）. Palo Alto, CA: Consulting Psychologists Press.
Porter, L. W., & E. E. Lawler (1968). Managerial attitudes & Performance.
Homewood, Illinois：Dorsey Press.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service counter.Academy of Management Journal, 44, 1018-1027.
Rafaeli, A. (1989). When cashiers meet customers: An analysis of the role of
supermarket cashiers. Academy of Management Journal, 32(2), 245-273.
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. In
L.L. Cummings & B.M. Staw (Eds.), Research in organizational behavior (Vol.11, pp.1-42). Greenwich, CT: JAI Press.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role.Academy of Management Review, 12, 23-27.
Rafaeli, A., & Worline, M. (2001).Individual emotion in work organizations.Social Science Information, 40(1), 95-123.
Robbins, S. P. (2003). Essentials of Organizational behavior (7th ed.) New Jersey:Prentice-Hall.
Totterdell, P., & Holman, D. (2003).Emotion regulation in customer service roles:Testing a model of emotional labor.Journal of Occupational Health Psychology, 8, 55–73.
Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & de Chermont, K. (2003). The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration. Psychological Bulletin, 129, 914–945.
Thoresen, C. J., Bliese, P. D., Bradley, J. C., & Thoresen, J. D. (2004). The Big Five personality traits and individual job performance growth trajectories in maintenance and transitional job stages. Journal of Applied Psychology, 89(5), 835-853.
Smith. P. C., L. Kendall, & C. L. Hulin, (1969). The measurement of satisfaction in work and retirement. Chicago：R and McNally.
Williams, C. (2003). Sky service: The demands of emotional labour in the airline Industry.Work & Organization, 10, 513–550.
Watson, D., & Clark, L. A. (1997).Extraversion and its positive emotional core, In Hogan R, Johnson J, Briggs S (Eds.).Handbook of personality psychology (pp. 767–793), San Diego, CA: Academic Press.