臺灣博碩士論文加值系統

過去研究情緒勞動中，大部份在研究對應顧客的第一線服務人員的相關心理、情緒及工作成果，本研究則聚焦於主管與部屬在工作中的人際互動，並將工作場域與對象從第一線服務人員與顧客轉移到組織內的主管和部屬，以此深入地探究員工在工作中的組織公民行為與主管情緒勞動的關聯性，同時探討溝通品質對兩者的中介效果。因此，有以下三個研究目的：一、主管的情緒勞動與部屬的組織公民行為之間具有關聯性；二、主管的情緒勞動與溝通品質之間具有關聯性；三、溝通品質對主管的情緒勞動與部屬的組織公民行為之間關係具有中介效果。以台灣企業組織在職並與部屬共事已達半年以上的主管為研究對象，回收有效問卷為183份。結果顯示，主管的情緒勞動會影響部屬的組織公民行為；其次，主管的情緒勞動對溝通品質有影響；最後，溝通品質對主管的情緒勞動與部屬的組織公民行為之間關係具有中介效果。本研究最後提出結論及建議。

Drawing from the Emotional Labor, this study has three objectives; first, to assess the effect of leader’s Emotional Labor (deep acting and surface acting) on subordinate’s Organizational Citizenship Behavior (OCB), second, to test the effect of leader’s Emotional Labor (deep acting and surface acting) on the Communication Quality between leaders and subordinates, finally, to explore the mediating effect of Communication Quality on the relationship between leader’s Emotional Labor and subordinate’s OCB. Survey data were collected from a sample of 183 full-time employees working in Taiwan.
Results indicated that the Emotional Labor (deep acting) was positively related to Communication Quality and OCB, respectively, but Emotional Labor (surface acting) was negatively related to Communication Quality and OCB, respectively. Furthermore, Communication Quality fully mediated the relationship between Emotional Labor (deep acting and surface acting) and OCB. Finally, the limitations of the research are discussed and suggestions for further research are proposed.

摘 要 i
Abstract ii
謝 誌 iii
目 錄 iv
壹、 緒論 1
背景 1
研究動機 1
研究目的 3
貳、 文獻探討 4
一、 主管的情緒勞動 4
二、 溝通品質 6
三、 部屬的組織公民行為 8
四、 主管的情緒勞動與部屬的組織公民行為 9
五、 主管的情緒勞動與溝通品質 10
六、 溝通品質的中介效果 11
參、 研究方法 13
一、 研究架構與假設 13
二、 研究設計與研究對象 14
三、 研究變項與衡量 14
四、 測量模式分析 16
肆、 研究結果 17
一、 敘述統計及各變項之相關分析 17
二、 假說驗證 18
伍、 結論與建議 21
一、 結論 21
二、 理論意涵 23
三、 實務意涵 23
四、 研究限制與建議 24
參考文獻 26
附錄：問卷 31

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