臺灣博碩士論文加值系統

從事情緒勞動時，員工必須持續性投入內在資源以調節自身情緒，然而，當資源耗損過多時，可能產生許多負面影響，如:降低工作績效、提升離職傾向或情緒耗竭等。故釐清服務人員不同情緒勞動策略耗損的資源類型、以及如何透過下班後的休閒活動以恢復資源，對於管理第一線服務人員而言非常重要。
本研究以努力─恢復模式為理論基礎，針對87位不同產業直接和顧客互動的員工作為樣本，並以經驗抽樣法進行連續10個工作天，每日兩個時間點之問卷調查，共獲得691筆有效的每日配對樣本。多層次結構方程模式結果發現：(1)服務人員每日表層演出導致每日情緒資源及實體資源的耗竭、(2)實體資源耗竭會提高恢復需求，進而在下班後從事低度投入活動；(3) 情緒耗竭則會提高恢復需求，進而在下班後從事社交活動、(4)下班後從事社交活動能幫助個體恢復情緒資源；體能活動則能幫助個體恢復認知資源、(5)當情緒資源恢復後，則能幫助服務人員在隔日的工作中降低表層演出並提升深層演出。

It’s unavoidable for service employees to invest resources to regulate their emotion in their daily works. However, depletion of resources may cause negative effects on service employees, such as lower performance, higher turnover intention or emotional exhaustion. To address this issue, the present study is trying to clarify how service employees’ different emotional labor strategies deplete different resources and how service employees can engage in different types of leisure activities to recover their resources and their subsequent effects on the emotional labor strategies on the next day.
The present study collected data from various types of front-line service employees across 10 working days. In total, the data is composed of 691 daily-surveys from 87 service employees in different sectors. The results showed that (1) daily surface acting increased daily emotional and physical resources depletion; (2) service employees who depleted their physical resources increased the need for recovery, leading them to engaging in more low-effort activities; (3) service employees who depleted their emotional resources increased the need for recovery, leading them to engaging in more social activities; (4) service employees who engaged in social activities can recover their emotional resources, whereas physical activities helped to recover cognitive resources; (5) service employees’ daily emotional resources are positively related to daily deep acting and negatively related to daily surface acting.

論文審定書 i
誌謝 ii
摘要 iii
Abstract iv
目錄 v
圖次 vi
表次 vi
第一章 緒論 1
第二章 理論與假設 4
　第一節 努力-恢復模式內涵及其對情緒勞動研究的啟示 4
　第二節 服務人員每日情緒勞動策略對其每日資源耗竭的影響 5
　第三節 服務人員每日資源耗竭、恢復需求與其每日下班後休閒活動之關聯性 8
　第四節 服務人員每日下班後休閒活動與其隔日資源恢復之關聯性 11
　第五節 服務人員每日資源恢復對其隔日情緒勞動策略之影響 12
第三章 研究方法 14
　第一節 研究對象與施測程序 14
　第二節 研究工具 15
　第三節 資料分析方式 18
第四章 研究結果 19
　第一節 主要變數敘述統計分析 19
　第二節 模型適配度與驗證性因素分析 21
　第三節 假設檢定 21
第五章 討論與建議 25
　第一節 研究發現 25
　第二節 管理意涵 27
　第三節 研究限制與未來研究建議 28
參考文獻 30
附錄 35

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