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情绪劳动的前因变数、后果变数以及动机中介历程之整合性探讨:工作要求-资源模式的观点

【中文摘要】:随着环境日渐竞争,企业提升服务品质与服务绩效已为成功的关键要素。而员工所展现的情绪表现,更直接影响到服务品质,因此,情绪劳动的相关研究与日俱增。本研究採用问卷调查法,并以「工作要求-资源理论」为基础,主要目的在探讨工作要求与工作资源是否会透过情绪劳动、以及敬业贡献和情绪耗竭所形成的动机与能量机制,进而影响员工的顾客导向行为与离业倾向,期以更全面性地回答情绪劳动的影响历程。

本研究採两时间点的方式蒐集资料,研究对象为台湾幼稚园以及中、小学教师,採一位教师与一位同事的配对方式,总计发出 310位的教师问卷以及同事问卷,有效配对问卷为 245份。研究结果显示,同事支持对深层演出有正向影响、敬业贡献对顾客导向和离业倾向有中介效果;而顾客不当对待对表层演出有负向影响、情绪耗竭对离业倾向有中介效果。

本研究根据研究结果,提出具体之管理意涵如下:1. 塑造高度同事支持的工作环境;2. 培养员工情绪管理的能力;3. 培养员工不同角色转换的情绪多样性;4. 为降低教师离业,校方应尽量提升教师的敬业贡献、并降低其情绪耗竭。
【英文摘要】:This study are conducted based on Job Demands-Resources Model, and the purpose of this study is to examine the relationship between supervisor support, coworker support, work overload and customer mistreatment, employee deep acting and surface acting, engagement and exhaustion, and customer orientation and occupational leaving intentions.

The participants were 310 teachers in kindergarten schools, elementary schools and middle schools in Taiwan. The data were analyzed by means of structural equation modeling analysis, which revealed that coworker support was positively related to deep acting and customer mistreatment was positively related to surface acting. Furthermore, engagement mediates the relationship between deep acting and customer orientation and occupational leaving intentions, whereas emotional exhaustion mediates the relationship between surface acting and occupational leaving intentions. Theoretical and practical implications of our findings are discussed.
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  • 来源:中山大学;作者:谢宛芝
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