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研究生:陳佳妙 
研究生(外文):Chia Miao Chen
論文名稱:互動不公平、情緒勞務與工作滿意度之關聯—以主管支持為調節變項
論文名稱(外文):The Relations among Interactive Unfair, Emotion Labor and Job Satisfaction : The moderating effect of Supervisor Support
指導教授:吳欣蓓吳欣蓓引用關係
指導教授(外文):Hsin-Pei Wu
學位類別:碩士
校院名稱:亞洲大學
系所名稱:經營管理學系碩士在職專班
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:2011
畢業學年度:99
語文別:中文
論文頁數:54
中文關鍵詞:互動不公平情緒勞務工作滿意度主管支持
外文關鍵詞:Interactive unfairEmotional laborJob satisfactionPerceived supervisor support.
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過去有關情緒勞務之研究,多著重於個人特質之探討。本研究嘗試以資源保存理論的觀點,探討環境中的資源損失和補充如何與員工的情緒勞務和工作滿意度有關。因此本研究欲探討在互動不公平情境下的情緒資源損失、情緒勞務與工作滿意度之關係,以及情境中知覺主管支持的資源補充是否緩解互動不公平與情緒勞務間的正向關係,管支持又是否緩解情緒勞務與工作滿意度間的負向關係。本研究採取立意抽樣法選擇餐飲服務業的第一線員工為研究對象,樣本279人,有效回收率93%。研究結果發現,與顧客的互動越不公平,員工之情緒勞務越大;員工情緒勞務越大,工作滿意程度反而越高;最後,知覺主管支持強化了情緒勞務與工作滿意度間的正向關係。
Most research of emotional labor tended to emphasize on personal characteristics effect. The aim of this study is to focus on how environmental variables influence emotional labor and job satisfaction by the view of conservation of resources theory. The purpose of this study is not only to explore the relations among interactive unfair, emotional labor and job satisfaction, but also to figure out the moderating effect of supervisor support. The purposive sampling method was used to conduct surveys with structured questionnaires among first-line restaurant workers in Taiwan. A total of 279 participants returned valid responses for further analysis. The results revealed that the employee's emotional labor was greater when they encountered with interactive unfair situation and emotional labor were positively related to job satisfaction finally, perceived supervisor support enhanced the positive relationship between emotional labor and job satisfaction.
中文摘要 i
英文摘要 ii
目錄 iii
表目次 v
圖目次 vi
第一章 緒論 1
第一節 研究動機 1
第二章 文獻探討 4
第一節 情緒勞務之意涵 4
一、情緒勞務的定義與內涵 4
二、情緒勞務的理論與研究發展 6
第二節 互動不公平之意涵 7
一、互動不公平的定義與內涵 7
三、互動不公平與情緒勞務的關係 9
第三節 工作滿意度之意涵 10
一、工作滿意度的定義與內涵 10
二、互動不公平、情緒勞務與工作滿意度的關係 13
三、情緒勞務的中介效果 14
第四節 主管支持之意涵 15
一、主管支持的定義與研究發展 15
二、主管支持的調節效果 16
第三章 研究方法 19
第一節研究架構與假設 19
一、研究架構 19
二、研究假設 20
第二節 研究對象 20
第三節 研究工具 20
一、互動不公平量表 21
二、情緒勞務量表 21
三、工作滿意度量表 22
四、主管支持量表 22
五、人口學變項 23
第四節 資料分析 23
第四章 研究結果 25
第一節 描述性統計分析 25
第二節 主要變項之描述性統計分析 27
第三節 變項間的相關分析 27
一、人口學背景變項之相關 27
三、主要變項間之相關 28
第四節 迴歸分析與假設檢驗 29
一、情緒勞務為後果變項 30
二、工作滿意度為後果變項 30
三、情緒勞務的中介效果 30
四、調節作用之檢驗 31
第五章 結論與建議 34
第一節 研究假設驗證結果 34
第二節 研究結論與建議 34
一、互動不公平、情緒勞務與工作滿意度之關係 34
二、主管支持的調節效果 35
第三節 研究限制 36
第四節 管理意涵 36
參考文獻 38
附錄一 43
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1. 海陸輪調制度對海陸勤人員工作滿足與組織承諾之相關探討─以A公司海陸勤人員為例
2. 領導型態、工作特性與我國女性公務人員工作滿足關係之研究
3. 工作價值觀、領導型態與工作滿意度之相關性研究:以研華集團為例
4. 情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究~以休閒、旅館業為例
5. 工作適性的組織、群體及職務層次對工作滿意、工作績效與工作轉換意圖的同時效果—以台灣旅館業餐飲部員工為例
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8. 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
9. 情緒勞動者的工作生活品質、工作滿足與離職意願關係之研究─以中華電信公司櫃檯人員為例
10. 銀行行員情緒勞務負荷、影響因素與結果之研究
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13. 護理人員情緒勞務負擔、工作滿意度與組織公民行為之相關性
14. 情緒勞務、工作滿足與組織承諾之相關性研究-以大台北地區電信從業人員為例
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