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博碩士論文 etd-0602115-102521 詳細資訊
Title page for etd-0602115-102521
論文名稱
Title
服務品質要求、情緒勞務、離職傾向、成就感與情緒智力之關係研究—以旅館業第一線員工為例
A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff
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
81
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
2015-06-27
繳交日期
Date of Submission
2015-07-02
關鍵字
Keywords
情緒智力、服務品質要求、情緒勞務、離職傾向、成就感
Emotional Labor, Service Quality Requirement, Emotional Intelligence, Turnover Intention, Achievement
統計
Statistics
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The thesis/dissertation has been browsed 5789 times, has been downloaded 25 times.
中文摘要
對於旅館業而言,第一線員工的好壞會影響到組織的形象,而第一線人員被要求要有好的服務品質,則會產生情緒勞務,選擇僅改變外在的表情或是打從心底的表現出組織所要求的情緒,而長久的情緒勞務問題累積會產生想要離職的念頭;本研究對於解決此問題試提出兩個干擾變數,分別為成就感與情緒智力,欲探討旅館業第一線員工在成就感與情緒智力的交互作用下,對於服務品質要求、情緒勞務與離職傾向的影響。本研究以全台旅館業的第一線員工為研究對象,共計發出220份問卷,其中回收了197份;研究結果顯示,表層演出對於服務品質要求及離職傾向間無中介效果,而深層演出對於服務品質要求及離職傾向間有中介效果,並且成就感對於服務品質要求與深層演出之間有干擾效果,以及情緒智力對於深層演出與離職傾向之間有干擾效果。最後提出結論與建議,以供旅館業的參考依據。
Abstract
For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service and it will lead to emotional labor.
Over time, the problem of emotional labor may cause the intention to leave for employees. Our research want to solve the problem so we provide two moderators: achievement and emotional intelligence; we want to understand with the interaction of achievement and emotional intelligence, whether they will influence the service quality requirement, emotional labor and turnover intention or not. According to 197 valid returned questionnaire from hotel industry front line staff, finding of our study indicated that surface acting has no mediating effect between service quality requirement and turnover intention. Deep acting has mediating effect between service quality requirement and turnover intention. Moreover, achievement has moderating effect between service quality requirement and deep acting; emotional intelligence has moderating effect between deep acting and turnover intention. In the end, the suggestion has been offered for the hotel industry.
目次 Table of Contents
目錄
論文審定書 i
公開授權書 ii
中文摘要 iii
英文摘要 iv
第一章 緒論 1
第一節 研究背景及動機 1
第二節 研究目的 5
第二章 文獻探討 6
第一節 服務品質要求 6
第二節 情緒勞務 9
第三節 離職傾向 15
第四節 成就感 20
第五節 情緒智力 25
第六節 服務品質要求與情緒勞務之關係 34
第七節 情緒勞務與離職傾向之關係 35
第八節 服務品質要求與情緒勞務:成就感的干擾效果 36
第三章 研究方法 38
第一節 研究架構與假設 38
第二節 研究變項與衡量工具 39
第三節 研究對象與抽樣方法 46
第四節 資料處理與分析方法 49
第四章 分析結果與討論 51
第一節 各研究變項之相關分析 51
第二節 情緒勞務之中介效果分析 52
第三節 成就感與情緒智力的調節效果分析 54
第五節 研究假設驗證結果 58
第五章 結論與建議 59
第一節 研究結論 59
第二節 研究結果之意涵 60
第三節 研究限制與建議 61


表目錄
表2-1 情緒勞務定義 11
表2-2 傳統的離職分類 15
表2-3 擴展的離職分類 16
表2-4 離職傾向的定義 18
表2-5 成就動機的定義 20
表2-6 情緒智力的定義 26
表3-3 情緒智力架構圖 31
表3-1 服務品質要求各題項及信度分析 40
表3-2 情緒勞務各展現方式題項及信度分析 41
圖3-3 離職傾向各題項及信度分析 42
表3-4 情緒智力各構面題項及信度分析 43
表3-5 成就感各題項及信度分析 45
表4-1 服務品質要求、情緒勞務、離職傾向、成就感及情緒智力相關分析表 51
表4-2 表層演出對服務品質要求與離職傾向的中介效果分析 53
表4-3 深層演出對服務品質要求與離職傾向的中介效果分析 54
表4-4 成就感對於服務品質要求與深層演出調節效果分析 56
表4-5 情緒智力對於深層演出與離職傾向調節效果分析 57
表4-6 研究假設驗證結果彙總表 58


圖目錄
圖2-1 情緒調節的概念化架構 14
圖2-2 情緒智力的概念架構圖 28
圖2-3 情緒智力的概念架構圖 31
圖3-1 研究架構圖 38
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