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研究生:陳柔
研究生(外文):RO CHEN
論文名稱:探討航空業反生產工作行為之影響原因
論文名稱(外文):Explore the Cause of Counterproductive Work Behavior in the Aviation Industry
指導教授:許秋萍許秋萍引用關係
指導教授(外文):Chiu-Ping Hsu
口試委員:楊詠凱吳淑玲
口試委員(外文):Yung-Kai YangShu-Ling Wu
口試日期:2020-07-27
學位類別:碩士
校院名稱:國立暨南國際大學
系所名稱:國際企業學系
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:2020
畢業學年度:108
語文別:中文
論文頁數:80
中文關鍵詞:負面情感工作負荷不當督導侵略性言語情緒勒索情緒耗竭組織氛圍反生產工作行為
外文關鍵詞:Negative AffectivityWorkloadAbusive SupervisionVerbal AggressivenessEmotional BlackmailEmotional ExhaustionOrganizational ClimateCounterproductive Work Behavior
DOI:doi:10.6837/ncnu202000304
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近年來,隨著人們越來越重視自己的權益,航空業發生多起罷工活動,越來越多人開始關注航空業員工工作相關問題。對航空公司而言,員工屬於相當重要的一環,會直接影響到組織的營運與績效。反生產工作行為會對企業利益產生損害。因此本研究主要目的在探討:一、負面情感、工作負荷、不當督導、侵略性言語及情緒勒索對航空業人員情緒耗竭及組織氛圍的影響關係;二、情緒耗竭及組織氛圍對航空業員工反生產工作行為的影響。
本研究以航空業員工作為研究對象,研究共回收173份網路有效問卷,經實證研究分析後,結果顯示負面情感、工作負荷、不當督導、侵略性言語對情緒耗竭有正向顯著影響;情緒勒索對情緒耗竭則無顯著影響;不當督導、情緒勒索對組織氛圍有負向顯著影響;侵略性言語對組織氛圍無顯著影響;情緒耗竭對組織氛圍無顯著影響,對反生產工作行為則有正向顯著影響;組織氛圍對反生產有負向顯著影響。
最後,本研究根據上述研究結論,期望提供航空公司實務建議,以降低航空業員工反生產工作行為。此外,亦提供未來研究建議,供未來學術上相關研究參考。
In recent years, people have paid more attention to their equity. And there have been many strikes in the aviation industry, and more and more people have begun to pay attention to issues related to the work of aviation employees. For airlines, employees play a very important part, which will directly affect the organization's operations and performance. Counterproductive work behavior will harm the interests of the enterprise. Therefore, the main purpose of this research is to explore the following two points. First, to explore the relationship between negative affectivity, workload, abusive supervision, verbal aggressiveness and emotional blackmail on the emotional exhaustion and organizational climate of aviation industry employees. Second, the impact of emotional exhaustion and organizational climate on the counterproductive work behavior of aviation industry employees.
In this study, the aviation industry employees will take as the research object. A total of 173 effective questionnaires were collected online. After the software analysis, the results show that negative affectivity, workload, and abusive supervision have a positive and significant impact on emotional exhaustion. Emotional blackmail has no significant effect on emotional exhaustion. Abusive supervision and emotional blackmail have a negative impact on the organizational climate. Emotional exhaustion has no significant effect on organizational climate. Emotional exhaustion and organizational climate have a significant impact on counterproductive work behavior.
Finally, based on the above research conclusions, this research hopes to provide airlines with practical suggestions to reduce the counterproductive work behavior of the aviation industry employees. In addition, it also provides future research suggestions for future academic related research references.

目次
致謝辭 i
摘要 ii
Abstract iii
目次 v
表目次 viii
圖目次 x
第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究目的 5
第三節 研究流程 6
第二章 文獻回顧 7
第一節 航空業 7
第二節 情緒耗竭 10
第三節 組織氛圍 13
第四節 負面情感 15
第五節 工作負荷 17
第六節 不當督導 19
第七節 侵略性言語 21
第八節 情緒勒索 23
第九節 反生產工作行為 25
第十節 薪資滿意度 28
第三章 研究方法 29
第一節 研究架構與假設 29
第二節 操作型定義 31
第三節 研究設計 38
第四章 結果與分析 43
第一節 敘述性統計分析 43
第二節 信效度分析 46
第三節 研究模型分析 51
第五章 結論與建議 56
第一節 研究結論 56
第二節 管理意涵 59
第三節 實務建議 61
第四節 研究限制與未來建議 62
參考文獻 63
一、 中文部分 63
二、 英文部分 66
三、 網路部分 80


表目次
表2-1 國內航空業相關研究彙整表 9
表2-2 情緒耗竭相關研究 11
表2-3 許士軍(1972)翻譯之組織氣氛構面 13
表2-4 航空業罷工事件之彙整表 25
表3-1 負面情感衡量題目表 31
表3-2 工作負荷衡量題目表 32
表3-3 不當督導衡量題目表 32
表3-4 侵略性言語衡量題目表 33
表3-5 情緒勒索衡量題目表 34
表3-6 情緒耗竭衡量題目表 35
表3-7 組織氛圍衡量題目表 35
表3-8 薪資滿意度衡量題目表 36
表3-9 反生產工作行為衡量題目表 37
表3-10 完整量表題目彙整 38
表4-1 樣本結構分析(n=173) 44
表4-2 樣本因素分析及信效度檢測(n=173) 47
表4-3 相關係數矩陣與AVE平方根 50
表4-4 整體配適度 52
表4-5 研究假說檢驗 53


圖目次
圖1-1 研究流程圖 6
圖3-1 研究架構 29
圖4-1研究模型預測力 51
圖4-2 研究架構模型檢驗 54


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三、網路部分
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