博碩士論文 etd-0818112-165643 詳細資訊


[回到前頁查詢結果 | 重新搜尋]

姓名 周佳慧 (Chia-hui Chou) 電子郵件信箱 melanie0723@gmail.com
畢業系所 人力資源管理研究所(Institute of Human Resource Management)
畢業學位 碩士(Master) 畢業時期 100學年第2學期
論文名稱(中) 同事支持行為影響個人情緒、反應、及看法之研究  
論文名稱(英) The Effects of Coworker Support on Personal Emotion,
Reaction and Opinion
檔案
  • etd-0818112-165643.pdf
  • 本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。
    請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
    論文使用權限

    電子論文:使用者自訂權限:校內 5 年後、校外 5 年後公開

    論文語文/頁數 中文/96
    統計 本論文已被瀏覽 5710 次,被下載 288 次
    摘要(中) 在組織中,同事是除了主管以外,與工作者接觸最頻繁的對象,過去的文獻中,針對工作場域支持的研究,大都以主管支持為主,與同事支持相關的研究大都含括在社會支持、組織公民行為的觀點中一併做討論,較少針對同事支持此一構面單獨做研究,本研究以情感事件理論為主要架構,探討職場中同事支持行為所引發的個體情感反應,進而對其工作態度及行為表現所產生的影響,研究重點包括:有哪些不同類型的同事支持行為與不支持行為?以及同事的這些行為會對當事人產生哪些的影響?進而會讓當事人呈現哪些的不同反應?本研究採用質化研究的取向,來呈現同事支持行為所引發當事人的一連串情緒、反應、及觀感並採用關鍵事例法來進行資料收集、評估、及分類。
    研究結果發現,同事的支持行為可以顯著預測工作者的情緒、反應、及看法,同事的支持行為會使工作者產生正向情緒、正向反應、及正向看法,此外,當工作者處於正向情緒時,個人也較易呈現出正向反應及正向看法,與同事保持互動、對工作投入並對組織產生認同感,管理者應從管理實務上著手,改善組織環境及氛圍,藉以促進同事支持行為出現的頻率,進而提升組織的整體績效。
    摘要(英) In an organization, coworkers are the people who have the most contact with a worker besides his or her supervisor. Past empirical evidence of social support in workplace research has focused on supervisor while support from coworkers is often discussed with social support and organization citizenship behaviors (OCBs). Based on Affective Event Theory (AET), this study extends previous research of coworker support by focusing on the personal emotion, reaction and opinion. The main points of this study include: What are the different types of coworker support and nonsupport behaviors? How do these coworker behaviors influence the workers’ personal emotions? How do workers response to them? This qualitative study uses the Critical Incident Technique (CIT) to collect coworker behaviors as incidents, define criteria and analyze.
    This study finds that coworker support can predict the workers’ emotion, reaction and opinion. Coworker support will help to enhance the displays of positive emotion, reaction and opinion of workers. In addition, people in positive emotion are more likely to response and think positively. They will keep interacting with others, dedicate to their job and identify themselves to their organizations. From a standpoint of practical management, in order to enhance organization performance, managers should improve organization environment to facilitate coworker support.
    關鍵字(中)
  • 横向關係
  • 情緒
  • 同事支持
  • 關鍵字(英)
  • lateral relationship
  • emotion
  • coworker support
  • 論文目次 第一章 緒論 1
    第一節 研究背景 1
    第二節 研究動機 2
    第三節 研究目的 3
    第二章 文獻探討 4
    第一節 社會支持 4
    第二節 組織支持 7
    第三節 同事支持 10
    第四節 同事支持相關研究整理 13
    第五節 組織中的情緒 15
    第三章 研究方法 21
    第一節 關鍵事例法 21
    第二節 研究對象 22
    第三節 資料蒐集 23
    第四節 資料分析方式 23
    第四章 研究結果 28
    第一節 同事行為、及工作者的情緒、反應、看法統計 28
    第二節 同事行為與工作者情緒、反應、看法的關聯性 31
    第三節 同事行為與工作者情緒、反應及看法深入分析 35
    第四節 工作者的情緒與其反應、看法的關聯性 46
    第五節 工作者反應與其看法的關聯性 51
    第六節 不同年資工作者的情緒、反應、及看法的差異性 56
    第五章 討論與建議 66
    第一節 討論 66
    第二節 研究限制及未來研究建議 68
    第三節 管理意涵 70
    參考文獻 72
    附錄 80
    參考文獻 一、中文部分
    于家琳(2000),中介性職務之情緒勞動、情緒規則、及其社會化:以廣告業務人員為例,國立中山大學人力資源管理研究所碩士論文。
    王嬋媚(2004),高中職轉型為綜合高中組織變革、教師角色壓力與工作倦怠相關之研究-以社會支持為干擾變項,國立中山大學人力資源管理研究所碩士論文。
    王中天(2003),社會資本(Social Capital):概念、源起、及現況,問題與研究,第42卷第5期。
    吳宗祐、鄭伯壎(2002),由情緒智力到情緒才能--一個整合性模式,台灣科技大學企管系2002管理新思維學術研討會會議論文。
    吳宗祐、鄭伯壎(2003),組織情緒研究之回顧與前瞻,應用心理研究,第19期秋季號,137-173。
    李佳燕(2001),直屬主管情緒表現與部屬工作態度:部屬情緒感受與情緒感染性的不同效果,台灣大學心理學研究所碩士論文。 
    李靜茹(2011),主管與同事的支持及回饋行為對員工創造力及工作績效的影響:外在獎酬之調節效果,國立成功大學企業管理研究所碩士論文。
    林明杰、陳基祥、許純嘉(2007),組織內工作夥伴支持行為與員工創造力之研究,科技管理學刊,第12卷第2期,29-64。
    林鉦棽、蕭淑月、何慧清(2005),社會交換理論觀點下組織支持、組織知識分享行為與組織公民行為相關因素之研究:以信任與關係為分析切入點,人力資源管理學報,春季號,第5卷第1期,77-110。
    袁之琦、游恒山(1990),心理學名詞辭典,三版,台北:五南。
    許碧芬、蕭文玲(2000),高科技業從業人員上司支持與工作-家庭衝突關係之研究,中華民國科技管理研討會,雲林:中華民國科技管理學會主辦。
    陳建丞(2008),員工知覺的組織支持與工作績效間的中介模型研究,管理學報,25卷3期,309-331。
    陳淑貞、王中元、蔡麗真(2009),中小企業從業人員工作與家庭的雙向衝突-主管支持、同事支持、配偶支持、重要親友支持之調節效果,人力資源管理學報,冬季號,第9卷第4期,43-64。
    張春興(1991),張氏心理學辭典,台北:東華書局。
    二、英文部分
    Andrews, G., Tennant, C., Hewson, D. M., & Vaillant, G. E. 1978. Life event stress, social support, coping style, and risk of psychological impairment. Journal of Nervous and Mental Disease, 166(5): 307-316.
    Argyris, C. 1960. Understanding organizational behavior. Homewood, IL: Dorsey Press, Inc.
    Armeil, S., Eisenberger, R., Fasolo, P. & Lynch, P. 1998. Perceived organizational support and police performance: The moderating influence of socioemotional need. Journal of Applied Psychology, 83(2): 288-297.
    Arvey, R. D., Renz, G. L., & Watson, T. W. 1998. Emotionality and job performance: Implications for personnel selection. Research in Personnel and Human resources Management, 16: 103-147.
    Ashforth, B. E., & Humphrey, R. H. 1993. Emotional labor in service roles: The influence of identity. Academy of Mangement Review, 18(1): 88-115.
    Bateman, T.S., & Organ, D.W. 1983. Job satisfactions and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26: 587-595.
    Baker, W. 1990. Market networks and corporate behavior. American Journal of Sociology, 96: 589-625.
    Berman, E.M., West, J.P., & Richter, M.N. Jr. 2002. Workplace relations: Friendship patterns and consequences(according to managers). Public Administration Review, 62(2): 217-230.
    Blau, P. M.1964, Exchange and power in social life, New York: Wiley
    Beehr, T.A., Jex, S.M., Stacy, B.A., & Murray, M.A. 2000. Work stressors and worker support as predictors of individual strain and job performance, Journal of Organizational Behavior, 21: 391-405.
    Brown, R. B. 1997. Emotion in organizations: The case of English university business school academics. Journal of Applied Behavioral Science, 33(2): 247-262.
    Caplan, G. 1974. Support systems. In G. Caplan( ED.), Support systems and community mental health. New York:Basic Books.
    Carson, M., Charlin, V., & Miller, N. 1988. Positive mood and helping behavior: a test of six hypotheses. Journal of Personality and Social Psychology, 55: 211-229.
    Cobb, S. 1976. Social support as a moderator of life stress. Psychosomatic Medicine, 38: 300-314.
    Cobb, S., & Kasl, V. 1977. Termination: The consequences of job loss. DHEW (NIOSH) Publication No. 77-224, Cincinnati: Department of Health, Education and Welfare.
    Cassel, J.1974. Psychosocial Processes and Stress:Theoretical Formulation. International Journal of Health Services, 4(3): 471-482.
    Duck, S. 1994. Meaningful relationships: Talking, sense, and relating. Thousand Oaks, CA: Sage.
    Eisenberger, R., Hungtington, R., Hutchison, S., & Sowa, D. 1986. Perceived organizational support. Journal of Applied Psychology, 71(3): 500-507.
    Eisenberger, R., Armeli, B Rhoades, L., R. Eisenberger, and 2001. Affective commitment to the organization support: The contribution of perceived organizational support. Journal of Applied Psychology, 86: 825-836
    Fisher, C.D. 1985. Social support and adjustment to work: a longitudinal study. Journal of management, 11: 39-53.
    Fisher, C.D. 2002. Antecedents and consequences of real-time affective reactions at work. Motivation and Emotion, 26: 3-30.
    Flanagan, J.C. 1954. The critical incident technique. Psychological Bulletin, 51(4): 327-358.
    French, J.R.P, House, J. S., & LaRocco, J.M. 1980. Social support, occupational stress, and health. Journal of Health and Social Behavior, 21: 202-218.
    Fox, S., & Spector, P. E. 1999. A model of work frustration-aggression. Journal of Organizational Behavior, 20: 915-931.
    George, J.M. 1991. State of trait: effects of positive mood on prosocail behaviors at work. Journal of Applied Psychology, 76: 299-307.
    Goleman, D. 1995. EQ-Emotional Intelligence. 張美惠(1996)譯,台北:時報文化。
    Graen, G. B., & Uhl-Bien, M. 1995. Relationship-based approach to leadership: Development of leader–member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective. Leadership Quarterly, 6: 219-247.
    Grandey, A. A. 2003. When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1): 86-96.
    Greenberg, M. S. 1980. A theory of indebtedness. In K. Gergen, M. S. Greenberg, & R. Willis (Eds.), Social exchange: Advances in theory and research. New York: Plenum Press.
    Harrison, D. A., Newman, D. A., & Roth, P. L. 2006. How important are job attitudes? Meta-analytic comparisons of integrative behavioral outcomes and time sequences. Academy of Management Journal, 49: 305-325.
    Hochschild, A. R. 1983. The managed heart. Berkely, CA: University of California Press.
    Hochschild, A. R. 1993. Preface. In S. Fineman(Ed.), Emotion in Organizations, pp.36-57. London: Sage.
    Hoppock, R., 1935. Job satisfaction, New York: Harper Brothers.
    House, J. S., & Wells, J. A. 1978. Occupational stress, social support and health. In McLeon,Black and Colligan, (Eds.), Reducing occupational stress: Proceedings of a conference: 8-29. Washington, DC: National institute for occupational safety and health.
    House, J. S. 1981. Work stress and social support reading. Mass: Addison-Wesley.
    Jacobs, T. O. 1970. Leadership and exchange in formal organizations. Alexandria, VA: Human Resources Research Organization.
    Kaplan, B. H., Cassel, J. C. & Gore, S. 1977. Social support and health. Medical Care, 15(5) (Suppl.): 47-58.
    Katz, D., & Kahn, R. L. 1978. The social psychology of organizations (2nd ed.). New York:Wiley.
    Keenan, A., & Newton, T. J. 1985. Stressful events, stressors and psychological strains in young professional engineers. Journal of Occupational Behavior, 6: 151-156.
    Kotler, P. 1991. Marketing management: analysis, planning, implementation, and control. London: Prentice-Hall.
    Kram, K. E., & Isabella, L.A. 1985. Mentoring alternatives: The role of peer relationships in career development. Academy of Management Journal, 28: 110-132. 
    Lazarus, R. S., & Folkman, S.1984. Stress, appraisal, and coping. New York: Springer. P.19. 
    Levinson, H. 1965. Reciprocation: The relationship between man and organization. Administrative Science Quarterly, 9: 370-390.
    Liem, J. H., & Liem R. 1976. Life events, social supports and physical and psychological well-being. Presented at American Psychological Association. Washington, D.C.
    Lin, N. Dean, A. & Ensel, W. M. 1981. Social support scales: A methodological note. Schizophrenia Bulletin 7(1): 73-89.
    Luk, D. M., & Shaffer, M.A. 2005. Work and family domain stressors and support: Within- and cross-domain influences on work-family conflict. Journal of Occupational and Organizational Psychology, 78: 489-508.
    Maslach, C. 1982. Burnout: The cost of caring. New York: Prentice Hall.
    May, D. R., Gilson, R.L., & Heart, L.M. 2004. The psychological conditions of meaningfulness, safety, and availability and the engagement of the human spirit at work. Journal of Occupational and Organizational Psychology, 77(1): 11-37.
    Mayer, J. D., &, P. 1997. What is emotional intelligence? In P. Salovey & D. J. Sluyter(Eds.), Emotional development and emotional intelligence, 3-31, NY: Basic Books.
    Morrison, E. W. & Robinson, S. L. 1997. When employees feel betrayed: A model of how psychological contract violation develops. Academy of Management Review, 22: 226-256.
    Organ, D. W. 1988. Organizational citizenship behavior: The good soldier syndrome. New York: Lexington Books.
    Pinneau, S. Richard. 1975. Effects of Social Support on Psychological and Physiological Stress. Unpublished doctoral dissertation. University of Michi- gan, Ann Arbor.
    Pinneau, S. Richard. 1976. Effects of social support on occupational stresses and strains. Paper presented at the meeting of the American Psychological Association, Washington, D.C. Quinn, Robert P., and Linda J. Shepard
    Podsakoff, P. M., & MacKenzie, S. B. 1994. Organizational citizenship behaviors and sales unit effectiveness. Journal of Marketing Research, 31: 351-363.
    Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. 2000. Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26: 513-563.
    Rafaeli, A., & Sutton, R. I. 1987. Expression of emotion as part of the work role. Academy of Management Review, 12: 23-37.
    Rafaeli, A. 1989a. When cashier meet customers: A analysis of the role of supermarket cashiers. Academy of Management Journal, 32: 245-273.
    Rafaeli, A. 1989b. When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology, 74: 385-393.
    Rafaeli, A., & Sutton, R. I. 1990. Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of management Journal, 33: 623-637.
    Rousseau, V., Salek, C., & Morin, E.M. 2009. Distributive justice, procedural justice and psychological distress: the moderation effect of coworker support and work autonomy. Journal of Occupational Health psychology. 14(3): 305-317.
    Rhoades, L., & Eisenberger, R., 2002. Perceived organizational support : A review of the literature. Journal of Applied Psychology, 87: 698-714.
    Salovey, P., & Mayer, J. D. 1990. Emotional intelligence. Imagination, Cognition and Personality, 9: 185-211.
    Schein, E. 1980. Organizational psychology. Englewood Cliffs, NJ: Prentice Hall.
    Seers, A .1989. Team-member exchange quality: A new construct for role-making research. Organizational Behavior and Human Decision Process, 43: 118-135.
    Seers, A., Petty, M.M. & Cashman, J.F. 1995. Team-member exchange under team and traditional management: A naturally occurring quasi-experiment. Group & Organization Management, 20(1): 18-38.
    Sherif, M., & Sherif, C. W. 1964. Reference groups: Exploration into conformity and deviation of adolescents. New York: Harper & Row.
    Sherony, K.M., & Green, S.G. 2002. Coworker exchange: Relationships between coworkers, leader-member exchange and work attitudes. Journal of Applied Psychology, 87: 542-548
    Shore, L. M., & S. J. Wayne, 1993. Commitment and employee behavior: Comparison of affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 78(5): 774-780.
    Sias, P.M., & Cahill, D.J. 1998. Form coworkers to friends: The development of peer friendships in the workplace. Western Journal of Communication, 62(3): 273-299.
    Smith, C. A., Organ, D. W., & Near, J. P. 1983. Organization citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68: 653-663.
    Smith, P.C., Kendall, L.M., & Hulin, C. L. 1969. The measurement of satisfaction in work and retirement, IL: Rand McNally.
    Spector, P. E., & Jex, S. M. 1998. Development of four self-report measures of job stressors and strain: Interpersonal Conflict at Work Scale, Organizational Constraint Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory. Journal of Occupational Health Psychology, 3: 356-367.
    Spector, P. E., & O’Connell, B. J. 1994. The contribution of personality traits, negative affectivity, locus of control, and Type A to the subsequent reports of job stressors and job strains. Journal of Occupational and Organizational Psychology, 67: 1-11.
    Sparrowe, R. T., & Liden, R. C. 1997. Process and structure in leader–member exchange. Academy of Management Review, 22: 522–552.
    Stephen P. Robbins, Organizational behavior, 李青芬、李雅婷、趙慕芬(2006)譯,第11 版,華泰文化。
    Strongman, K.T. 1987. The psychology of emotion. John Wiley & Sons, 3th ed.
    Thoits, P. A.1982. Conceptual, methodological, and theoretical problems in studying social support as a buffer against life stress. Journal of Health and Social Behavior, 23: 145-159.
    Tsai, W. C., Chen, C. C., & Liu, H. L. 2007. Test of a model linking employee positeve moods and task performance. Journal of Applied Psychology, 92: 1570-1583.
    Uhl-Bien, M., Graen, G. B., & Scandura, T. A. 2000. Implications of leader-member exchange (LMX) for strategic human resource management systems: Relationships as social capital for competitive advantage. Research in Personnel and Human Resource Management, 18: 137-185.
    Van Maanen, J., & Kunda, G. 1989. Real feeling: Emotional expression and organizational culture. Research on Organizational Behavior, 11: 43-103
    Vroom, V. H. 1962. Ego-involvement, job satisfaction and job performance, Personnel Psychology, 15(2): 159-177.
    Wharton, A. S. 1993. The affective consequences of service work: Manageiing emotions on the job. Work and Occupation, 20: 205-232.
    Weiss, H. M., & Cropanzano, R. 1996. Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In B. Staw & L. L. Cummings (Eds.), Research on Organizational Behavior, 18: 1-74. Greenwich, Conn.: JAI Press.
    Williams, L. J., & Anderson, S. E. 1991. Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behavior. Journal of Management, 17: 601-617.
    Woodworth, R. S. 1938. Experimental psychology. New York: Holt.
    Yoon, J., & Lim, J. 1999. Organizational support in the workplace: The case of Korean hospital employees. Human relations, 52: 923-945.
    口試委員
  • 周麗芳 - 召集委員
  • 陳以亨 - 委員
  • 任金剛 - 指導教授
  • 口試日期 2012-06-29 繳交日期 2012-08-18

    [回到前頁查詢結果 | 重新搜尋]


    如有任何問題請與論文審查小組聯繫