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研究生:曾淑芳
研究生(外文):TSENG, SHU-FANG
論文名稱:就業服務人員情緒勞務對工作倦怠影響之研究:正向心理資本與職場關係品質調節效果之分析
論文名稱(外文):A Study of Relationship Between Emotional Labor and Job Burnout among Employment Service Staffs:The Moderating Effects of Positive Psychological Capital and Workplace Relationship Quality
指導教授:王湧泉王湧泉引用關係黃佳純黃佳純引用關係
指導教授(外文):Wang,Yung-ChuanHuang, Jie-Tsuen
口試委員:劉廷揚馮國豪王湧泉黃佳純
口試日期:2017-05-17
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:150
中文關鍵詞:就業服務人員情緒勞務工作倦怠正向心理資本職場關係品質
外文關鍵詞:Employment Service StaffsEmotional LaborJob BurnoutPositive Psychological CapitalWorkplace Relationship Quality
相關次數:
  • 被引用被引用:5
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  • 下載下載:173
  • 收藏至我的研究室書目清單書目收藏:3
本研究旨在探討就業服務人員情緒勞務之表層演出及情緒勞務之深層演出對工作倦怠影響,並分析正向心理資本與職場關係品質之調節效果。
就業服務人員為第一線屬助人工作者,亦屬於高情緒勞務工作者,身肩負有降低失業率使命,扮演推介就業媒合的推手,本研究希冀探究有效降低就業服務人員之工作倦怠之方法,因此,乃以正向心理資本及職場關係品質,作為調節變項,分析其對情緒勞務與工作倦怠關係的調節效果。
本研究以問卷調查法進行,總共發放350份問卷,回收有效問卷284份,採用SPSS 20.0統計分析軟體進行描述性統計分析、因素分析、信度分析、相關分析、迴歸分析、調節分析,檢定各項研究假設,結果發現:
一、就業服務人員情緒勞務之表層演出對工作倦怠有顯著正向影響。
二、就業服務人員情緒勞務之深層演出對工作倦怠有顯著正向影響。
三、就業服務人員正向心理資本對情緒勞務之表層演出與工作倦怠關係具有顯著之調節效果。
四、就業服務人員正向心理資本對情緒勞務之深層演出與工作倦怠關係具有顯著之調節效果。
五、就業服務人員職場關係品質對情緒勞務之表層演出與工作倦怠關係不具有顯著之調節效果。
六、就業服務人員職場關係品質對情緒勞務之深層演出與工作倦怠關係不具有顯著之調節效果。


The main aim of this study is to investigate the effect of employment service persons’ emotional labor of surface acting and emotional labor of deep acting on job burnout, and furthermore to analyse the moderating effects of positive psychological capital and workplace relationship quality.
The first line personals belong to helping people, and also belong to workers in terms of emotional high. They devote themselves on reducing unemployment rate, being helpers via matching job. This study is aimed to discuss the method about reducing Job burnout of employment service person. Therefore, positive psychological capital and workplace relationship quality were used as moderator to analyze former morderating effect to emotional labor and Job burnout.
This study was conducted via questionnaire. A total 350 questionnaires were distributed to employment service person while 284 valid questionnaires were collected. Statistical analysis was performed using SPSS, version 20. The study adopts the following statistical analysis techniques: The confirmatory factor analysis (CFA), the reliability analysis, the descriptive statistics, the independent t-test, the one-way ANOVA, the correlation analysis,and the multiple regression analysis. The study were summarized as follows:
1. Employment service persons’ emotional labor of surface acting has a significant positive effect on Job burnout.  
2. Employment service persons’ emotional labor of deep acting has a significant positive effect on Job burnout.
3. Employment service persons’ positive psychological capital is the significant mediator of emotional labor of surface acting and job burnout.
4. Employment service persons’ positive psychological capital is the significant mediator of emotional labor of deep acting and job burnout.
5. Employment service persons’ workplace relationship quality is not the significant mediator of emotional labor of surface acting and job burnout.
6. Employment service persons’ workplace relationship quality is not the significant mediator of emotional labor of deep acting and job burnout.

摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 vi
圖目錄 vii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 6
第二章 文獻探討 7
第一節 就服中心之業務概況 7
第二節 情緒勞務 15
第三節 工作倦怠 30
第四節 正向心理資本 42
第五節 職場關係品質 52
第六節 各變項間關係的探討 62
第三章 研究方法 69
第一節 研究架構 69
第二節 研究假設 70
第三節 研究變項之操作性定義與衡量工具 71
第四節 資料分析方法 81
第五節 樣本特性之描述統計分析 83
第六節 量表因素分析與信度分析 87
第四章 實證分析 96
第一節 各變項描述性統計分析 96
第二節 各變項之相關分析 105
第三節 各變項之迴歸分析 106
第四節 各變項之調節分析 108
第五節 假設驗證之結果 113
第五章 結論與建議 114
第一節 研究結論 114
第二節 理論意涵與管理實務建議 120
第三節 研究限制與後續研究建議 124
參考文獻 127
附錄一 148

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