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研究生:楊佳蓉
研究生(外文):Ghia-Jung Yang
論文名稱:情緒勞動、自我效能、樂觀與幸福感之關聯性研究
論文名稱(外文):The Relationships among Emotional Labor, Self-Efficacy, Optimism, and Subjective well-being
指導教授:林耀南林耀南引用關係
指導教授(外文):Yao-nan Lin
口試委員:張朝清邱發忠
口試委員(外文):Chao-Ching ChangFa-Chung Chiu
口試日期:2014-07-01
學位類別:碩士
校院名稱:輔仁大學
系所名稱:企業管理學系管理學碩士在職專班
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:2014
畢業學年度:102
語文別:中文
論文頁數:67
中文關鍵詞:情緒勞動自我效能樂觀幸福感
外文關鍵詞:Emotional laborSelf-efficacyOptimismWell-being
相關次數:
  • 被引用被引用:9
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  • 評分評分:
  • 下載下載:67
  • 收藏至我的研究室書目清單書目收藏:4
情緒勞動主要指員工合宜的情緒表達滿足顧客之需求,並為組織樹立良好的企業形象與服務品質。自我效能則被視為一種信念,情緒勞動者在工作中利用合宜的情緒表達,產生正向樂觀的態度,並具有對自己的執行能力能有效達到預期目標信念之自我效能,進而產生幸福感。本研究主要目的在於從正向心理學角度探討在職場之情緒勞動、自我效能、樂觀與幸福感等變項間之關聯性。本研究樣本以全職工作者為主,採便利抽樣調查,共發放550份問卷,整理後有效樣本509份,進行結構方程模式 (SEM) 之分析,本研究結果顯示:(1) 個人情緒勞動程度越高,其個人樂觀的程度越高;(2) 個人情緒勞動程度越高,其自我效能的程度越高;(3) 個人自我效能程度越高,其樂觀的程度越高;(4) 個人樂觀的程度越高,其幸福感的程度越高;(5) 個人自我效能的程度越高,其對於產生幸福感的程度並沒有影響。綜合上述,本研究顯示當個體的情緒勞動程度越高時,其產生樂觀及自我效能程度亦越高,也較易產生幸福感。當個體的自我效能程度越高,其產生樂觀程度亦越高,也較易產生幸福感。本研究亦發現當個體的自我效能越高,並未相對產生較高的幸褔感,係指個體的自我效能程度與幸福感程度之間並不呈現正向關聯。最後,本研究根據上述結果,提出實務上建議供業界參考。
Emotional labor is one’s appropriate display of emotions to cater to the needs of the customers and establish a good corporate image and service quality. Self-efficacy is regarded as a belief in the fact that employees with high emotional labor can appropriately handle emotions so as to create a positive, optimistic attitude at work. In addition, employees with self-efficacy believe in their implementation capacity to achieve the expected goals and further develop well-being. This study mainly probed the correlation among variables such as emotional labor, self-efficacy, optimism and well-being in workplaces from the perspective of positive psychology. The sample of the study consisted of full-time workers. The author used the method of convenience sampling to carry out a questionnaire survey. 550 questionnaires were distributed and a total number of 509 valid samples were collected. The data were analyzed by means of structural equation modeling (SEM). The results of the study were as follows: (1) Those with higher emotional labor have greater optimism. (2) Those with higher emotional labor have higher self-efficacy. (3) Those with higher self-efficacy have greater optimism. (4) Those with greater optimism have greater well-being. (5) Higher self-efficacy does not play a part in creating greater well-being. The above-mentioned results showed that individuals with higher emotional labor have greater optimism, higher self-efficacy and greater well-being and that individuals with higher self-efficacy have greater optimism and greater well-being. The study also found that higher self-efficacy does not result in greater well-being, which means that there is no positive correlation between self-efficacy and well-being. Finally, according to the above-mentioned results, the study offered some practical suggestions for the reference of the trade.
目錄
頁次
第一章 緒論………………………………………………………………1
第一節 研究動機………………………………………………………1
第二節 研究目的………………………………………………………3

第二章 文獻探討…………………………………………………………4
第一節 情緒勞動之意涵………………………………………………4
第二節 自我效能之意涵………………………………………………10
第三節 樂觀之意涵……………………………………………………15
第四節 幸福感之意涵…………………………………………………19
第五節 研究變項之關聯性假設………………………………………23

第三章 研究方法…………………………………………………………27
第一節 研究架構………………………………………………………27
第二節 研究假設………………………………………………………28
第三節 研究變項之操作型定義………………………………………28
第四節 研究工具………………………………………………………29
第五節 資料分析與統計方法…………………………………………33
第六節 正式施測與樣本來源…………………………………………34
第七節 預期結果………………………………………………………34

第四章 研究結果與分析…………………………………………………36
第一節 樣本人口特性分析……………………………………………36
第二節 信度分析………………………………………………………38
第三節 相關係數檢定…………………………………………………39
第四節 結構關係模式之結果…………………………………………40
第五節 結構方程式估計結果…………………………………………43

第五章 研究結論…………………………………………………………45
第一節 研究結果………………………………………………………45
第二節 研究限制與未來研究建議……………………………………47
第三節 實務建議………………………………………………………49
參考文獻【中文部分】……………………………………………………52
參考文獻【英文部分】……………………………………………………54
附錄一:問卷………………………………………………………………62
表目錄
頁次
表2-1-1 情緒勞動之定義………………………………………………… 6
表2-2-1 自我效能之定義…………………………………………………12
表2-3-1 樂觀之定義………………………………………………………16
表2-4-1 幸福感之定義……………………………………………………21
表3-3-1 研究假設之變項構面與操作定義………………………………28
表3-4-1 情緒勞動量表之題目設計與題數分配…………………………29
表3-4-2 情緒勞動量表之題項……………………………………………30
表3-4-3 自我效能量表之題目設計與題數分配…………………………31
表3-4-4 自我效能量表之題項……………………………………………31
表3-4-5 樂觀量表之題目設計與題數分配………………………………32
表3-4-6 樂觀量表之題項…………………………………………………32
表3-4-7 幸福感量表之題目設計與題數分配……………………………33
表3-4-8 幸福感量表之題項………………………………………………33
表4-1-1 人口統計變項分析………………………………………………36
表4-2-1 分量表之信度檢定………………………………………………39
表4-3-1 相關係數檢定……………………………………………………39
表4-4-1 整體模型的配適度檢定…………………………………………40
表4-5-1 結構模型實證分析結果…………………………………………43
表4-5-2 理論模式潛在變項影響效果路徑係數整理表(標準化係數)…44
表5-1-1 研究假設驗證結果彙整…………………………………………45
圖目錄
頁次
圖3-1-1 研究架構圖………………………………………………………27
圖4-5-1 結構模型實證分析結果圖………………………………………44
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