臺灣博碩士論文加值系統

隨著產業經濟及時代的改變，服務業已漸取代過去的農、工業成為世界經濟的主流，在全球經濟中扮演著舉足輕重的角色。就銀行業來說，摒除產品定位、價格等方面，最重要的不外乎是服務的提供，如何提供優良的服務，客服人員佔了舉足輕重的一環。客服人員之情緒勞動除了會影響工作倦怠產生外，亦可能會影響其組織承諾及職業承諾。
本研究主要探討情緒勞動、工作倦怠、組織承諾與職業承諾之相關性，以情緒勞動為自變項，組織承諾及職業承諾為依變項，並以工作倦怠為中介變項，探討工作倦怠在情緒勞動與組織承諾及情緒勞動與職業承諾的中介效果，並進一步以情緒智力為情緒勞動與工作倦怠的調節變項、知覺主管支持為工作倦怠與組織承諾及職業承諾的調節變項，以瞭解各變項間的關係。
本研究以銀行業客服中心之客服人員為研究對象，共發出問卷444份，有效回收問卷420份，經由驗證性因素分析、結構方程式差異，相關等統計分析後，獲得以下發現：銀行業客服人員情緒勞動、工作倦怠程度高。客服人員的情緒勞動之表層演出與工作倦怠有顯著正相關；深層演出與工作倦怠有負相關。客服人員的工作倦怠與組織承諾及職業承諾有負相關。客服人員的工作倦怠可以中介情緒勞動與組織承諾，以及情緒勞動與職業承諾兩兩變數之間的關係。客服人員的情緒智力對於情緒勞動與工作倦怠兩者間，具有調節效果。客服人員的知覺主管支持對於工作倦怠與組織承諾以及職業承諾兩者間，具有調節效果。

With the rapid change of industrial economy and of the times, the customer service has gradually replaced both agriculture and industry. It has become the economic mainstream in the world and also played a key role in the global economy. Regarding the banking industry, the most important thing is offering excellent services to customers, exclusive of product price, etc. Nevertheless, how do we provide customers with high quality service? The customer service representative（CSR）is taken for an important portion. CSR’s emotional labor will affect not only their job burnout but also their organizational commitment and occupational commitment.
The purpose of the study is mainly to explore if there are any significant relationships among emotional labor, job burnout, organizational commitment, and occupational commitment. We take emotional labor as an independent variable, organizational commitment and occupational commitment as dependent variables, and the job burnout as an intermediate variable. Furthermore, in order to understand the interaction among each variable, the mediating role that job burnout plays between the relationship of emotional labor and organizational commitment/occupational commitment. We take the emotional intelligence as a moderating variable between the emotional labor and the job burnout. The perceived supervisor support as a moderating variable between the job burnout and the organizational commitment/occupational commitment.
This study utilized the CSR provided by banking industry as samples. The study distributed 444 questionnaires and got 420 valid ones. After analyzing with statistical methods such as structural equation modeling（SEM）, and multiple regression, the main findings are as follows：Banking CSR’s emotional labor and Job burnout falls in the high category. There is a significantly positive relationship between CSR’s emotional labor（deep acting）and job burnout, and deep acting have positive and significant effect on job burnout. CSR’s job burnout has positive and significant effect on organizational commitment and occupational commitment. CSR’s job burnout could mediate the influence of emotional labor on organizational commitment and occupational commitment. CSR’s emotional intelligence could significantly moderate the effect of emotional labor on job burnout. When CSR perceived supervisor support could significantly moderate the effect of job burnout on organizational commitment and occupational commitment.

摘要　　i
ABSTRACT　　iii
誌謝辭　　vi
目錄　　vii
表目錄　　x
圖目錄　　xii
第壹章 緒論　　1
第一節 研究背景與動機　　1
第二節 研究問題與目的　　5
第三節 研究流程　　6
第貳章 文獻探討　　8
第一節 情緒勞動　　8
第二節 工作倦怠　　18
第三節 組織承諾與職業承諾　　21
第四節 情緒勞動與工作倦怠的關係　　27
第五節 工作倦怠與組織承諾及職業承諾的關係　　31
第六節 情緒智力的調節作用　　32
第七節 知覺主管支持的調節作用　　38
第參章 研究方法　　45
第一節 研究架構　　45
第二節 研究假設　　46
第三節 研究變數操作型定義與衡量　　50
第四節 前測問卷資料分析　　58
第五節 資料分析方法　　65
第肆章 資料分析與結果　　68
第一節 樣本結構分析　　68
第二節 敘述性統計分析　　75
第三節 信度分析　　78
第四節 相關分析　　80
第五節 衡量模式分析　　81
第六節 路徑模式分析　　87
第七節 工作倦怠之中介效果分析　　90
第八節 調節變數之影響　　92
第九節 結果討論　　97
第伍章 結論與建議　　102
第一節 研究結論　　102
第二節 研究發現與貢獻　　103
第三節 管理意涵　　104
第四節 研究限制和未來研究建議　　106
參考文獻　　109
附錄：問 卷　　129

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