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研究生:許晉霖
研究生(外文):Chin-Lin Hsu
論文名稱:情緒勞務對工作倦怠影響之研究-以高雄地區的國際觀光旅館為例
論文名稱(外文):The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan
指導教授:李揚李揚引用關係莊淑姿莊淑姿引用關係
指導教授(外文):Yang LiShu-tzu Chuang
學位類別:碩士
校院名稱:國立高雄大學
系所名稱:經營管理研究所
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:2010
畢業學年度:99
語文別:中文
論文頁數:70
中文關鍵詞:情緒勞務工作倦怠情緒智力人格特質
外文關鍵詞:emotional laborjob burnoutemotional intelligencepersonality characteristics
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服務是一種無形的商品,必須經由服務提供者與顧客的互動來傳遞 (Hochschild, 1983)。而員工也會因為薪資報酬的交換下去配合組織所訂的規範,然後在服務過程以合適的情緒表達來應對,根據Hochschild的說法將這樣的情況定義為情緒勞務,所以說員工情緒勞務是人力資源管理相當重要的議題的。
在觀光旅館業的服務對象是以“人”為主,前線服務人員與顧客的接觸過程中情緒勞務的行為是很常發生的,故本研究以國際觀光旅館前線服務人員為探討對象,進而探討情緒智力、人格特質、互動特性和情緒勞務對工作倦怠的影響,以充實觀光旅館在學術領域的發現。本研究透過發放問卷方式來做調查,施測對象包括:八家國際觀光旅館,總共發放430份問卷。資料是透過統計軟體SPSS 12.0來驗證本研究的假說與架構。
由於研究結果顯示情緒智力與情緒勞務中的深層演出和自然情緒表達都有顯著相關,因為員工擁有高情緒智力的話在情緒勞務的使用策略會較正面,進而會使工作倦怠感的程度下降,因此給國際觀光旅館的業者的建議是可以多招募高情緒智力的員工;另外也驗證了不同的人格特質對於情緒勞務的使用方式有所不同,因此也了解哪一種人格特質對於從事國際觀光旅館的服務人員是較適當的,在外向性的人格特質部分,本研究發現是有助於深層演出和自然情緒表達的表達方式,並也是有助於降低工作倦怠感的,因此國際觀光旅館的業者可以多考慮招募外向性人格特質的員工。
綜合上述,希望能給國際觀光旅館的業者在進行人力招募的過程中去找到適當的人才。
The service is an intangible commodity, whereas through service providers to deliver with customers interaction (Hochschild, 1983). Employee will use appropriate expression of emotions in different salary compensations and enterprises specifications. However, Hochschild identified this situation as emotional labor, so emotional labor of employees is an important issue in human resources management.
Object of service is mainly regard to people in tourism hotels, behavior of emotional labor occur frequently when the process of front-line service employee with customer contact in tourism hotel industry. Research object of front-line service employee in international tourism hotel, further explore the relationship among personality characteristics, emotional intelligence, interaction characteristics, emotional labor and job burnout. In order to enrichment the discovery of tourism hotels in the academic field. The manner to do the survey through questionnaires, survey objects including: The quantity of questionnaires is totally 430 from eight international tourist hotels. The data was through the SPSS 12.0 statistical software to test the hypothesis and framework in this study.
This study results revealed emotional intelligence were significantly related to deep acting and expression of naturally felt emotions in emotional labor.Because of the employees with high emotional intelligence, then the use of emotional labor strategies will be more positive. Therefore, the study result can give some suggestion for practitioners of the international tourist hotel that it can recruitment more staff with high emotional intelligence. Besides, the study also test confirmed the different personality characteristics of the use way of emotional labor will different. Therefore, we known what kind employees of personality traits in the international tourist hotel will more appropriate. In personality traits of extraversion, this study found that it can contributory deep acting and expression of naturally felt emotions, it also help to reduce job burnout. Therefore, practitioners of the international tourist hotel can give more consideration recruiting employees of extraversion traits.
Combinations of the above, we hope to give practitioners of the international tourist hotel during the process of human resources recruitment to find the right staff.
目錄
第一章 緒論 1
第一節 前言 1
第二節 研究目的與問題 3
第三節 研究流程 3
第二章 文獻回顧 5
第一節 情緒勞務 5
第二節 人格特質與情緒勞務 8
第三節 情緒智力與情緒勞務 12
第四節 互動特性與情緒勞務 15
第五節 工作倦怠與情緒勞務 17
第三章 研究方法 19
第一節 研究架構 19
第二節 研究假說 19
第三節 研究對象與抽樣方法 23
第四節 研究變項的問卷衡量 24
第五節 資料分析方法 27
第四章 研究結果 28
第一節 研究對象之人口變項 28
第二節 問卷各別構面之平均數分析 32
第三節 問卷信度分析 33
第四節 人口統計資料對情緒勞務和工作倦怠之關係 34
第五節 相關分析 41
第六節 研究假說成立與否之整理 46
第五章 結論與建議 48
第一節 研究假說的探討 48
第二節 管理意涵 50
參考文獻 52
附件 57
表目錄 vi
圖目錄 viii
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