博碩士論文 etd-0029114-132902 詳細資訊


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姓名 王議賢(Yi-Hsien Wang) 電子郵件信箱 E-mail 資料不公開
畢業系所 人力資源管理研究所(Institute of Human Resource Management)
畢業學位 博士(Ph.D.) 畢業時期 102學年第1學期
論文名稱(中) 專業就是力量:專業權力下的情緒勞務對顧客情緒調節之影響
論文名稱(英) The Influences of a Service Provider’s Professional Power upon Emotional Labor toward Emotion Regulation of a Customer
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    紙本論文:1 年後公開 (2015-01-29 公開)

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    摘要(中) 過往有關情緒勞務的研究,多將重點置於服務者對自身情緒的調控,亦即服務者要能展現自身的正向情緒與克制自身的負向情緒。但對於前來尋求專業服務的顧客而言,常是面臨自身難以解決的嚴重問題並已造成相當的困惱,故多會伴隨著自身的情緒困惱,因而專業服務提供者如何處理顧客的情緒困惱,對於服務的好壞就至關重要。亦即專業服務提供者針對顧客的情緒勞務中,除了展現自身的正向情緒與克制自身的負向情緒外,亦應加入調節他人情緒的勞務行為。因而本研究探討的議題集中於1)專業服務提供者的專業權力知覺對自身展現不同情緒勞務的影響,2) 專業服務提供者展現的不同情緒勞務對顧客的影響,並以二項研究分別進行探討。
    研究一採用問卷調查了345位護理師,結果發現:當專業權力知覺高時,護理人員會展現出更多調節他人情緒與展現正向情緒的行為;而展現正向情緒能降低自身的情緖耗竭,克制負向情緒與調節他人情緒與自身的情緒耗竭無關。研究二採用故事情境法施測於347位民眾,為受試者間2×4×2共16組的設計,結果發現:當病患在高疾病不確定性的情境時,護理人員展現出的正向情緒行為有助於病患採用認知調節策略降低焦慮; 當病患在低疾病不確定性的情境時,護理人員的調節他人情緒行為有助於病患採用認知調節策略降低焦慮。最後,針對本研究的主要研究意涵與研究限制進行了討論,並說明本研究的實務意涵與未來研究方向。
    摘要(英) Previous researches about the emotional labor were more emphasis on service providers to regulate their own emotions. That is service providers must be able to show their positive emotions and restrain their negative emotions to their clients. But clients, who came to seek professional help, have faced a serious problem and have caused emotions annoying and considerable distress. Therefore, for service providers, how to deal with clients' emotions annoying is crucial for the quality of their service. In addition to regulate their own emotions, service providers could also adjust their clients’ emotions to decrease clients’ annoying. This research therefore focuses on issues 1) how the self-perceived professional power of service providers will affect their exhibition of different behaviors of emotional labor, 2) the impact of different behaviors of emotions labor on their clients. And in two studies were conducted to explore such issues.
    Study 1 conducted a questionnaire survey of 345 registered nurses. The results found that: When perceived professional power is high, the nurses will exhibit more adjusting behavior on their clients’ emotions; while showing positive emotions can reduce their own emotional exhaustion, restraint of self negative emotions and adjust clients’ emotions have nothing to do with their emotional exhaustion .
    Study 2 used scenarios method applied in 347 subjects for a 2 × 4 × 2 between groups design. The results found: Patients at high disease situations of uncertainty, the positive emotional behavior of nurses helps patients using cognitive regulation strategy to reduce anxiety; patients at low disease situations of uncertainty, nurses’ restraint of self negative emotions and adjust clients’ emotions help patients using cognitive regulation strategy to reduce anxiety.
    Finally, I discussed the main meanings, limitations, and practical implications of this study and future directions of research.
    關鍵字(中)
  • 情緒勞務
  • 專業權力知覺
  • 疾病不確定性
  • 情緒調節
  • 認知改變策略
  • 展現正向情緒
  • 克制負向情緒
  • 調節他人情緒
  • 壓抑策略
  • 關鍵字(英)
  • uncertainty of disease
  • emotion regulation
  • reappraisal strategy
  • suppression strategy
  • emotional labor
  • expression of positive emotion
  • suppression of negative emotion
  • perception of professional power
  • emotion regulation of others
  • 論文目次 第一章 緒論 1
    第一節 情緒勞務與專業服務 2
    第二節 顧客特性與員工情緒勞務 7
    第三節 研究目的 9
    第二章 文獻回顧 10
    第一節 情緒勞務 10
    第二節 專業的權力 19
    第三節 事件的不確定性 29
    第四節 情緒勞務對情緒調節的影響 33
    第三章 研究一:專業權力知覺對情緒勞務之影響 38
    第一節 研究方法  38
    第二節 研究結果 48
    第四章 研究二:專業服務者情緒勞務對病患情緒調節之影響 54
    第一節 研究方法  54
    第二節 研究結果 67
    第五章 討論與建議 81
    第一節 研究結果與討論 81
    第二節 研究限制與未來研究方向 87
    第三節 管理實務之意涵 89
    參考文獻 91
    附錄一 護理師問卷 99
    附錄二 故事情境法問卷 103

    圖表目錄
    表3-1 研究一中護理人員的背景資料 39
    表3-2 專家權力知覺量表之因素分析 42
    表3-3 情緒勞務量表之因素分析 43
    表3-4 情緒耗竭之因素分析 45
    表3-5各變項之平均數、標準差及相關係數 49
    表3-6專業權力知覺對不同焦點情緒勞務之迴歸分析 50
    表3-7 專業權力知覺下不同情緒勞務行為係數比較 51
    表3-8 不同焦點情緒勞務對情緒耗竭之迴歸分析 52
    表3-9 不同焦點情緒勞務對工作滿意度之迴歸分析……………………………..53
    表4-1 2×4×2三因子獨立樣本設計各組之人數 (N=347) 55
    表4-2 受試者背景資料 55
    表4-3 焦慮量表之因素分析 62
    表4-4 情緒調節量表之因素分析 63
    表4-5 就醫滿意度量表之因素分析 64
    表4-6研究一各變項之平均數、標準差及變項間之相關係數 68
    表4-7疾病不確性對焦慮情緒與情緒調節策略之平均數(標準差) 69
    表4-8疾病不確性對前焦慮、前認知、前壓抑之變異數分析摘要表 69
    表4-9 階段一中不同情緒調節策略對降低焦慮(前)之迴歸分析 70
    表4-10不確定性與情緒勞務行為在焦慮(後)上的平均數(標準差) 71
    表4-11情緒勞務行為對前焦慮、後焦慮之變異數分析摘要表 71
    表4-12 階段二中不同情緒調節策略對降低焦慮(後)之迴歸分析 73
    表4-13疾病不確定性、情緒勞務行為及認知策略對焦慮(後)影響之迴歸分析 74
    表4-14疾病不確定性、情緒勞務行為及壓抑策略對焦慮(後)影響之迴歸分析 78
    表4-15 不確定性、情緒勞務與壓抑策略對就醫滿意度影響之迴歸分析 80
    表5-1本研究所有假設驗證結果之彙整 81
    表5-2 不同焦點情緒勞務對情緒耗竭與滿意度之迴歸分析 85
    圖 1 疾病不確定性知覺模型(Mishel, 1988) 30
    圖2 研究一5因素驗證性因素分析……………………………………………….46
    圖3 研究二4因素驗證性因素分析……………………………………………….65
    圖 4認知調節策略、不確定性、情緒勞務三因交互作用圖 76
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    口試委員
  • 鄭伯壎 - 召集委員
  • 周麗芳 - 委員
  • 林豪傑 - 委員
  • 鍾昆源 - 委員
  • 任金剛 - 指導教授
  • 口試日期 2013-12-18 繳交日期 2014-01-29

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