查詢結果分析
來源資料
相關文獻
- 華人企業服務人員情緒勞動方式的前置因素與其結果之關係:以銀行行員為例
- 績優專校工科教師工作滿意度、工作倦怠與組織承諾的關係之實證研究
- 情緒勞動的前因、後果與潛在干擾變數:統合分析法之探討
- 負向顧客事件頻次與樂觀性格對情緒勞動的預測效果:服務關係長短的調節效果
- 航空地勤服務人員情緒勞務與工作態度之相關研究--以工作倦怠為中介變項
- 主管與部屬互動中情緒勞動:回顧、釐清、及前瞻
- 不當督導、印象管理與退卻行為之研究--表層演出與深層演出的中介效果
- 家長式領導與部屬工作績效之關係 : 探討情緒勞動演出的中介效果
- 高職學校教師組織承諾與工作倦怠之關係研究
- 私立大學工作輪調、工作倦怠感及組織承諾相關性之研究--以東海大學行政人員為例
頁籤選單縮合
題 名 | 華人企業服務人員情緒勞動方式的前置因素與其結果之關係:以銀行行員為例=Antecedents and Consequences of Emotional Labor of the Front-Line Service Employees in Chinese Enterprises: Based on the Examples of the Bank Clerks |
---|---|
作 者 | 鄔佩君; 陳彰儀; 吳宗祐; | 書刊名 | 教育與心理研究 |
卷 期 | 28:4 民94.12 |
頁 次 | 頁693-719 |
分類號 | 176.52 |
關鍵詞 | 表層演出; 深層演出; 組織承諾; 情緒覺察; 工作倦怠; Surface acting; Deep acting; Organization commitment; Emotion awareness; Burnout; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要探討華人企業第一線服務人員進行情緒勞動時,其情緒勞動方式(表層演出與深層演出)的前置因素(組織承諾與情緒覺察)與其結果(工作倦怠三構面:情緒耗竭、去人性化及個人成就感,另加上人際關係品質變項)的關係。本研究以223位臺灣本地的銀行行員為對象,進行問卷調查與假設的驗證。 本研究結果發現在華人企業中,組織承諾、情緒覺察兩變項與表層演出無顯著關聯,但此兩變項與深層演出有顯著的正相關。另外,表層演出與個人成就感呈正相關,而與情緒耗竭、去人性化無關;深層演出與個人成就感也呈正相關,但與情緒耗竭、去人性化呈負相關;而兩種情緒勞動方式與人際關係品質皆無關。研究結果似乎與西方的研究發現有若干不同之處。 最後針對研究結果進行討論,並提出建議,提供未來研究與企業的參考。 |
英文摘要 | Front-line service employees have to exhibit particular affective displays, so-called emotional labor. The purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences. (i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks in Taiwan through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness, while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. The results showed some differences from existing Western findings. Implications for future research and service work were also discussed at the end. |
本系統中英文摘要資訊取自各篇刊載內容。