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博碩士論文 etd-0208107-112507 詳細資訊
Title page for etd-0208107-112507
論文名稱
Title
人格特質、情緒管理方式與工作倦怠關係之研究 以百貨公司化妝品專櫃人員為例
The relationship between personality, emotion management methods and job burnout-the case of cosmetics salewomen
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
91
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2007-01-23
繳交日期
Date of Submission
2007-02-08
關鍵字
Keywords
工作倦怠、深層表演、五大人格特質、情緒勞務、表層表演
deep acting, surface acting, Big-five personality, burnout
統計
Statistics
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中文摘要
第一線服務人員服務顧客時,往往必須於工作中表現特定的情緒,執行所謂的情緒勞務,本研究主要目的是探討情緒管理方式(表層表演與深層表演)的前因變項人格特質(外向性、親合性、勤勉正直性、經驗開放性與情緒敏感性)與其結果工作倦怠(情緒耗竭、去人性化、降低個人成就)間的關係,了解不同的人格特質與其情緒管理方式使用的程度及工作倦怠是否有所關聯;亦探討情緒管理方式使用的程度是否與工作倦怠有不同的關聯;本研究以186位化妝品專櫃人員為研究對象,採用問卷調查的方式,進行假設之驗證。
研究結果發現,外向性、親合性、勤勉正直性、經驗開放性與表層表演呈現負相關但與深層表演呈現正相關,情緒敏感性與表層表演呈現正相關,與深層表演則呈現負相關,因此在外向性、親合性、勤勉正直性、經驗開放性得分越低,情緒敏感性得分越高的專櫃人員,越傾向使用表層表演,而在人格特質外向性、親合性、勤勉正直性、經驗開放性得分越高,情緒敏感性得分越低的專櫃人員,越傾向使用深層表演;表層表演與工作倦怠三構面呈現正相關,深層表演與工作倦怠三構面呈現負相關,因此越使用表層表演的專櫃人員越容易感受到工作倦怠;使用深層表演頻率較高的專櫃人員越不容易感受到工作倦怠;人格特質的外向性、親合性、勤勉正直性、經驗開放性與工作倦怠三構面呈現負相關,情緒敏感性與工作倦怠三構面呈現正相關,人格特質越正面的專櫃人員工作倦怠感受越低;另外也發現情緒管理方式對人格特質與工作倦怠的關係有顯著的中介效果。最後根據研究發現進行分析與討論,並提出研究建議,以供未來相關研究及實務界的應用參考。
Abstract
When first-line service providers are confronted with customers, they are usually demanded by the organization to display certain emotion to meet organization’s service standard, such work condition is known as emotional labor. The purpose of present study was to explore the relationship between emotional management methods (i.e. surface acting and deep acting), the antecedents-personality (i.e. extraversion, agreeableness, conscientiousness, openness to experiences, and neuroticism) and the consequences-burnout (i.e. emotional exhaustion, depersonalization, and diminished accomplishment) of emotional labors. To be specific, the study examined the relationships between personalities with two ways of acting and burnout, and also tends to explore what sort of relationship exists between two ways of acting and burnout. To test these hypotheses, self-report data were collected from 186 cosmetics saleswomen through questionnaires.
The results suggested that extraversion; agreeableness, conscientiousness, and openness to experiences had significant negative correlation with surface acting but had positive correlation with deep acting, and neuroticism had significant positive correlation with surface but negative correlation with deep acting; surface acting had significant positive correlation with three dimensions of burnout, while deep acting had significant negative correlation with three dimensions of burnout; the results also suggested that emotional management methods had moderating effect on the relationship of personalities and burnout. Implications for future research and service work were also discussed at the end.
目次 Table of Contents
中文摘要
Abstract
第一章 緒論 VI
第一節 研究動機 1
第二節 研究目的 4
第三節 研究流程 5
第二章 文獻探討 6
第一節 人格特質 6
第二節 情緒勞務 12
第三節 工作倦怠 19
第四節 情緒勞務要求程度 23
第五節 各變項間的關係 25
第三章 研究方法 33
第一節 研究對象 33
第二節 本研究之概念性架構 33
第三節 研究假設 34
第四節 研究變項之操作性定義與衡量 35
第五節 資料收集方法 44
第六節 資料處理與分析方法 45
第四章 統計分析結果 46
第一節 樣本特性分析 46
第二節 各研究變項之描述性統計分析 48
第三節 個人變項在各變項上之差異統計分析 49
第四節 各變項間的相關分析 56
第五節 各變項間的影響性分析 57
第六節 情緒管理方式的中介效果 60
第七節 研究假設驗證結果 62
第五章 討論與建議 63
第一節 討論與結論 63
第二節 建議 74
中文參考文獻 76
英文參考文獻 77
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