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研究生:詹明朗
研究生(外文):Ming-lang Chan
論文名稱:護理人員情緒勞務與情緒耗竭關係之研究─以心理資本為調節變項
論文名稱(外文):A Study of the Relationship Between Emotional Labor and Emotional Exhaustion of Nurses : Psychological Capital as Moderator
指導教授:任金剛任金剛引用關係
指導教授(外文):Chin-Kang Jen
學位類別:碩士
校院名稱:國立中山大學
系所名稱:醫務管理碩士學位學程
學門:商業及管理學門
學類:醫管學類
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:59
中文關鍵詞:調節他人情緒展現正向情緒克制負向情緒情緒耗竭情緒勞務心理資本
外文關鍵詞:Handling others’ Negative EmotionsPsychological CapitalEmotional LaborEmotional ExhaustionExpressing Positive EmotionsControlling Negative Emotions
相關次數:
  • 被引用被引用:15
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  • 下載下載:176
  • 收藏至我的研究室書目清單書目收藏:3
在以往護理人員為對象的研究當中,多注重於護理專業技術及職場環境等主題,較少探討到護理人員情緒層面及心理層面,然而員工在工作時的情緒調整及心理層面的提升卻是不可或缺的一部分。
  本研究針對護理人員之情緒勞務與情緒耗竭間的關係進行研究,在情緒勞務部分大多數研究以表層演出及深層演出為變項,而本研究以展現正向情緒、克制負向情緒及調節他人情緒作為變項,主要欲了解護理人員在處理自己情緒及調節他人情緒的同時,對於自己情緒耗竭狀況的影響,進而探討護理人員的心理資本是否調節情緒勞務對情緒耗竭的關係。
此次共回收345 份有效問卷,其研究結果如下:
1. 情緒勞務之展現正向情緒會負向影響情緒耗竭
2. 情緒勞務之展現正向情緒對於情緒耗竭的關係會受到心理資本調節
In the past, nursing staffs that had been included research goals. There are focused on professional nursing technics and workplace environment less than nursing staffs’ emotional dimension and psychological dimension of health. However, that''s an integral part of emotional adjustment and rising in psychological level at work.

This research concentrated on relations between emotions tiredness and draining of emotions of nursing staff. The majority of research of emotional labor applies surface acting and deep acting. The purpose of this research is to explain the phenomenon of controlling negative emotions, expressing positive emotions, and for that nursing staffs’ emotion to make emotional adjustment.

The main processing of deal with their emotional adjustment and handing others’ negative emotions, while situations impact on emotional exhaustion for themselves. Furthermore, the psychological capital regulation explores the linkage between emotional exhaustion and emotional labor.

Total of 345 valid questionnaires were received, and these results lead to the conclusion that:
1. The development of emotional labor that negative emotions are in charge of emotional exhaustion.
2. An emotional labor that positive emotions are associated with the development of psychological capital adjustment and emotional exhaustion.
論文審定書....................................................................................................................i
誌謝................................................................................................................................ii
中文摘要.......................................................................................................................iv
英文摘要........................................................................................................................v
目錄...............................................................................................................................vi
圖 次......................................................................................................................viii
表 次..........................................................................................................................ix
第一章 緒論.................................................................................................................1
第一節 研究背景..........................................................................................1
第二節 研究動機..........................................................................................2
第三節 研究目的..........................................................................................3
第二章 文獻回顧.........................................................................................................4
第一節 情緒勞務..........................................................................................4
第二節 情緒耗竭........................................................................................11
第三節 資源保存理論...............................................................................13
第四節 心理資本........................................................................................15
第三章 研究方法.......................................................................................................20
第一節 研究對象........................................................................................20
第二節 研究工具........................................................................................23
第三節 統計方法........................................................................................27
第四章 結果分析.......................................................................................................29
第一節 人口變項、情緒勞務、心理資本與情緒耗竭的關係............29
第二節 人口變項、情緒勞務、心理資本與情緒耗竭的影響............31
第五章 結論與建議...................................................................................................34
第一節 假設驗證結果整理.....................................................................34
第二節 發現與討論..................................................................................35
第三節 管理實務建議..............................................................................36
參考文獻.......................................................................................................................37
附錄 問卷.....................................................................................................................43
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1. 吳宗祐、鄭伯壎(2006)。難應付客戶頻次\知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-“資源保存理論”的觀點。管理學報,23(5),581-599。
2. 吳宗祐、鄭伯壎(2006)。難應付客戶頻次\知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-“資源保存理論”的觀點。管理學報,23(5),581-599。
3. 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(1),69-87。
4. 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(1),69-87。
5. 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(2),201-221。
6. 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(2),201-221。
7. 吳宗祐(2013)。主管與部屬互動中情緒勞動:回顧、釐清、及前瞻。人力資源管理學報,13(3),57-105。
8. 吳宗祐(2013)。主管與部屬互動中情緒勞動:回顧、釐清、及前瞻。人力資源管理學報,13(3),57-105。
9. 吳淑蓉、王秀紅(2005)。護理人員情緒勞務及其相關因素探討。實證護理,1(4),243-252。
10. 吳淑蓉、王秀紅(2005)。護理人員情緒勞務及其相關因素探討。實證護理,1(4),243-252。
11. 劉心瑜、吳宗祐(2012)。負向顧客事件頻次與樂觀性格對情緒勞動的預測效果:服務關係長短的調節效果。人力資源管理學報,12(4), 1-28。
12. 劉心瑜、吳宗祐(2012)。負向顧客事件頻次與樂觀性格對情緒勞動的預測效果:服務關係長短的調節效果。人力資源管理學報,12(4), 1-28。
13. 林秋芬、黃仲毅、高靖秋、盧美秀(2013)‧台灣護理人力短缺與留任措施‧護理雜誌,60(3),88-93。
14. 林秋芬、黃仲毅、高靖秋、盧美秀(2013)‧台灣護理人力短缺與留任措施‧護理雜誌,60(3),88-93。
15. 簡建忠(1998)。情緒勞動之研究:以護理人員爲例。人力資源學報,3,142-219。
 
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