臺灣博碩士論文加值系統

　　情緒勞務之概念，係由 Hochschild (1979, 1983)所提出，並且將此定義為創造公眾可見之面部與肢體展示之情感管理。部份新近之研究業已探究觀光產業第一線員工之情緒勞務(e.g., Guerrier and Adib, 2003; Constanti and Gibbs, 2005)，並且亦已針對餐旅產業發展出專屬之餐旅產業情緒勞務量(hospitality emotional labor scale, HELS) (Chu and Murrmann, 2006)。本研究之目的，係在於增加對於國際觀光旅館餐飲部第一線服務人員情緒勞務之瞭解，亦針對重要管理議題建立概念性架構，運用量化研究方法驗證情緒勞務、工作倦怠與工作滿意度之間之影響關係與社會支持之調節效果。研究結果指出，情緒勞務引發國際觀光旅館餐飲部第一線服務人員之工作倦怠，並且降低國際觀光旅館餐飲部第一線服務人員之工作滿意度。此外，工作倦怠亦弱化國際觀光旅館餐飲部第一線服務人員對於工作之滿意度。然而，社會支持可以緩衝情緒勞務對於工作倦怠與工作滿意度之關係。本研究亦提出相關之管理意涵與未來研究方向。

　　The concept of emotional labor was introduced by Hochschild (1979, 1983) and is defined as “the management of feeling to create a publicly observable facial and bodily display.” Some recent studies have discovered the emotional labor of front-line service staff in the tourism context (e.g., Guerrier and Adib, 2003; Constanti and Gibbs, 2005) and have developed an exclusive hospitality emotional labor scale (HELS) for the hospitality industry (Chu and Murrmann, 2006). A thorough understanding about emotional labor of the food and beverage department frontline employees in the international tourist hotel, however, is still wanting. The purpose of this study is to add to what is known. Conceptual framework was built in the light of critical managerial issues. Quantitative research approach was used to examine the casual relationships among emotional labor, job burnout and satisfaction and moderating effects of social support. Findings suggest that emotional labor induces job burnout and decreases job satisfaction for the food and beverage department frontline employees in the international tourist hotels. Furthermore, job burnout also reduces job satisfaction for the food and beverage department frontline employees in the international tourist hotels. However, Social support can buffer the effects of emotional labor on the job burnout and job satisfaction. Managerial implications and future research directions are also provided in this study.

誌謝 I
中文摘要 II
英文摘要 III
目錄 IV
表目錄 VI
圖目錄 VIII
第一章　緒論 1
第一節　研究背景 1
第二節　研究動機 3
第三節　研究目的 5
第四節　研究流程 6
第五節　重要名詞釋義 7
第二章　文獻回顧 8
第一節　情緒勞務 8
第二節　工作倦怠 19
第三節　工作滿意度 23
第四節　社會支持 31
第五節 情緒勞務、工作倦怠、工作滿意度與社會支持之關係 37
第三章　研究方法 40
第一節　研究對象 40
第二節　研究架構 42
第三節　研究假說 43
第四節　問卷設計 48
第五節　調查方法與抽樣設計 55
第六節　信度與效度評鑑 57
第七節　資料分析方法 58
第四章　結果與討論 60
第一節　預試結果分析 60
第二節　正式受訪者之基本屬性 65
第三節　情緒勞務、工作倦怠、工作滿意度、社會支持之差異性檢定 76
第四節　情緒勞務、工作倦怠、工作滿意度、社會支持之迴歸分析 93
第五章　結論與建議 114
第一節　結論 114
第二節　建議 117
參考文獻 119
附錄一 餐飲業情緒勞務原文量表題項 131
附錄二 工作倦怠原文量表題項 133
附錄三 工作滿意度原文量表題項 135
附錄四 社會支持原文量表題項 136
附錄五 問卷資料 137

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