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研究生:陳嬋娟
研究生(外文):Chan-Jiuan Chen
論文名稱:社工員情緒勞務對工作績效的影響-成就動機與團隊成員交換關係的調節效果
論文名稱(外文):The Influence of Emotional Labor on Job Performance of Social Workers : Achievement Motivation and Team-Member Exchange as the Moderators
指導教授:陳儀蓉陳儀蓉引用關係
指導教授(外文):Yi-Rung Chen
口試委員:陳儀蓉、劉韻僖、黃瓊慧、李威龍
口試委員(外文):Yi-Rung Chen、Yun-Shi Liu、Chiung-Hui Huang、Wei-Long Lee
口試日期:2015-06-18
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:96
中文關鍵詞:社工員情緒勞務工作績效成就動機團隊成員交換關係
外文關鍵詞:Social WorkerEmotional LaborJob PerformanceAchievement MotivationTeam-Member Exchange
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社工員在工作過程中,必須營造溫暖的服務情境,運用傾聽、同理等技巧,協助服務對象解決個人問題,可看出社工員職業中情緒勞務對工作績效帶來的影響及重要性。回顧情緒勞務過去研究成果,情緒調節理論(emotion regulation theory)架構已將個別差異因素與環境因素納入情緒勞務前因,然而尚無研究探討成就動機及團隊成員交換關係(TMX)在情緒勞務與工作績效間所可能扮演的調節角色,因此本研究主要係探討社工員情緒勞務與工作績效的關係,以及成就動機及團隊成員交換關係(TMX)是否具有調節效果。
本研究以任職於高雄市政府社會局之社工員為研究對象,採配對取樣的問卷調查法,有效問卷共239組。本研究發現:1.深層情緒勞務與工作績效有正向之關係。2.團隊成員交換關係與工作績效有正向之關係。3.在高成就動機的情況下,深層情緒勞務與工作績效的正向關係會減弱。最後本研究針對未來研究與實務應用給予建議。

Social workers have to create a warm service situation in working process,using listening and empathy skills to help clients solve personal problems.We can found how emotional labor impact social workers’job performance and it’s importance. Recalling the emotional labor past research results,emotion regulation theory already regard individual difference factors and envirnmental factors as the antecedents of emotional labor.However,no study was to investigate achievement motivation and team-member exchange (TMX) as the moderators in the influence of emotional labor on job performance, Therefore, This study focused on the relationship between emotional labor and job performance of social workers,and Whether achievement motivation and team-member exchange(TMX) have the moderating effect.
This study aimed to discuss the relationships among emotional labor and job performance,and examined the moderating effect of achievement motivation and team-member exchange(TMX).Based on the questionnaires collected from managers and employees,this study obtained 239 valid dyadic samples from a variety of industries.This study found that:
1.Deep emotional labor have positive relation with job performance.
2.Team-member exchange(TMX) have positive relation with job performance.
3.Achievement motivation moderated the relationship between deep emotional labor and job performance.
The article concluded with implications for future research and practical application.

中文摘要 ---------------------------------------------- i
英文摘要 ---------------------------------------------- ii
誌謝 ---------------------------------------------- iii
目錄 ---------------------------------------------- iv
表目錄 ---------------------------------------------- v
圖目錄 ---------------------------------------------- vi
第一章 緒論------------------------------------------ 1
第二章 文獻探討-------------------------------------- 5
第一節 情緒勞務-------------------------------------- 5
第二節 成就動機-------------------------------------- 13
第三節 團隊成員交換關係------------------------------ 22
第四節 工作績效-------------------------------------- 27
第五節 研究架構與假設推導---------------------------- 33
第三章 研究方法-------------------------------------- 41
第一節 研究變數與測量工具---------------------------- 41
第二節 研究對象與程序-------------------------------- 43
第三節 資料分析方法---------------------------------- 44
第四章 研究結果-------------------------------------- 45
第一節 描述性統計分析-------------------------------- 45
第二節 信度分析-------------------------------------- 47
第三節 相關分析-------------------------------------- 48
第四節 迴歸分析-------------------------------------- 50
第五節 研究假設之驗證結果---------------------------- 60
第五章 結論與建議------------------------------------ 62
第一節 研究結論-------------------------------------- 62
第二節 研究限制與建議-------------------------------- 67
第三節 理論與實務意涵-------------------------------- 69
參考文獻 ---------------------------------------------- 72
中文部分 ---------------------------------------------- 72
英文部分 ---------------------------------------------- 80

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