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研究生:黃婕
研究生(外文):HUANG, CHIEH
論文名稱:讓真心帶領你-情緒勞務、心理資本、成員關懷和職涯滿意度之研究
論文名稱(外文):Let the Show Be Real: The Relationship Among Emotional Labor, PsyCap, Caring and Career Satisfaction
指導教授:陳心懿陳心懿引用關係
指導教授(外文):Chen, Angela Shin-Yih
口試委員:陳心懿張媁雯林怡君陳怡靜
口試委員(外文):Chen, Angela Shin-YihChang, Wei-WenLin, Yi-ChunChen, Yi-jing
口試日期:2017-06-01
學位類別:碩士
校院名稱:國立臺北大學
系所名稱:企業管理學系
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:2017
畢業學年度:105
語文別:英文
論文頁數:67
中文關鍵詞:情緒勞務表層演出深層演出心理資本關懷職涯滿意度
外文關鍵詞:Emotional laborSurface actingDeep actingPsychological capitalCareer satisfactionCaring
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情緒勞務(emotional labor)包含兩部份,表層演出(surface acting)和深層演出(deep acting)。本研究目的為了解情緒勞務對心理資本(psychological capital)和職涯滿意度(career satisfaction)的影響,並探討團隊成員關懷(caring)對於情緒勞務和心理資本之間的關係是否存在干擾效果。本研究以立意抽樣選取在人身保險公司之業務代表為研究對象,並透過紙本問卷發放,總共回收291份有效問卷,有效樣本回收率為88%。
研究結果顯示表層演出對心理資本和職涯滿意度之間皆無顯著關聯。而深層演出和心理資本和職涯滿意度之間有正向的關係。心理資本對深層演出和職涯滿意度具有中介效果,而成員關懷對情緒勞務的兩個層面皆無調節效果,本研究之結論、建議與限制也提供學術界未來研究方向及實務界對於外派人才選擇之參考依據。因此,本篇研究建議,身為人身保險的業務,應該盡量努力以深層演出的方式和他人相處,並透過修正內心的想法,獲取更高的心理資本並達成較好的職涯滿意。本研究之結論、建議與限制也提供學術界未來研究方向及實務界對於外派人才選擇之參考依據。

The purpose of the present study was to explore the role of emotional labor (surface acting and deep acting) and its effect on psychological capital (PsyCap) and career satisfaction. The researcher also examined the moderating effects of caring on the relationship between emotional labor and PsyCap. Data were collected from the sales representatives of the C Life Insurance. A paper-based copies were distributed, the amount of valid return questionnaires was 291, the return rate was 88%. The results showed that surface acting didn’t relate to PsyCap and career satisfaction. Conversely, deep acting positively related to PsyCap and career satisfaction. In addition, the study found that PsyCap have the mediating effect between deep acting and career satisfaction. Moreover, caring didn’t have moderating effects on the relationship between emotional labor (surface acting and deep acting) and PsyCap. Hence, the results indicated that the employees in the personal insurance have to make an effort to actually feel the emotions that they need to display toward others.
CHAPTER I INTRODUCTION 1
1.1 Background and Motivation of the Study 1
1.2 Significance of the Study 3
1.3 Purpose of the Study 4
1.4 Research Questions 4
1.5 Definition of the Terms 5
1.5.1 Emotional Labor (surface acting and deep acting) 5
1.5.2 Psychological Capital (PsyCap) 5
1.5.3 Career Satisfaction 5
1.5.4 Caring 5
CHAPTER II LITERATURE REVIEW 7
2.1 Emotional Labor (surface acting and deep acting) 7
2.2 Psychological Capital (PsyCap) 9
2.3 Emotional Labor and PsyCap 11
2.4 Career Satisfaction 12
2.5 PsyCap and Career Satisfaction 13
2.6 Emotional labor and Career Satisfaction 14
2.7 PsyCap as a mediator of Emotional Labor and Career Satisfaction 15
2.8 Caring 16
2.9 Caring as a Moderator of Emotional labor and Career Satisfaction 17


CHAPTER III METHOD 19
3.1 Research Framework 19
3.2 Research Hypotheses 20
3.3 Research Procedures 21
3.4 Samples 22
3.5 Measures 24
3.5.1 Emotional Labor 24
3.5.2 PsyCap 24
3.5.3 Caring 25
3.5.4 Career Satisfaction 25
3.6 Control Variables 26
3.6.1 Gender 26
3.6.2 Age 26
3.6.3 Income 26
3.6.4 Education 26
3.6.5 Position 27
3.6.6 Tenure 27
3.7 Questionnaire Design and Distribution 28
3.7.1 Data Collection 28
3.7.2 Common Method Variance(CMV) 28
3.7.3 Validity and Reliability 29
3.8 Data Analysis 40
3.8.1 Descriptive Statistics 40
3.8.2 Pearson Correlation 40
3.8.3 Hierarchical Regression Analysis 41
3.8.4 Structure Equation Model (SEM) 42

CHAPTER IV RESULTS 43
4.1 Descriptive Analysis 43
4.3 Correlation and Reliability Analysis 45
4.4 Hypothesis Tests 47
CHAPTER V DISCUSSION AND CONCLUSION 53
5.1 Discussion 53
5.2 Theoretical Implications 56
5.3 Practical Implications 57
5.4 Limitations and Recommendations for Future Research 58
5.5 Conclusion 59
Reference 61


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