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博碩士論文 etd-0720112-013033 詳細資訊
Title page for etd-0720112-013033
論文名稱
Title
情緒勞動對服務人員工作壓力、工作態度與工作績效的影響:統合分析法之探討
Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review
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
73
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
2012-07-17
繳交日期
Date of Submission
2012-07-20
關鍵字
Keywords
情緒勞動、情緒耗竭、工作滿意度、工作績效、統合分析
meta-analysis, emotional labor, job performance, emotional exhaustion, job satisfaction
統計
Statistics
本論文已被瀏覽 5787 次,被下載 1582
The thesis/dissertation has been browsed 5787 times, has been downloaded 1582 times.
中文摘要
隨著國內服務業從業人口的提升,情緒勞動的相關研究也逐年增長。因此,本研究旨在運用統合分析方法 (meta-analysis),彙整過去有關情緒勞動與工作壓力、工作態度及工作績效變數間之關係的研究,進而歸納過去研究的發現;並以服務類型之職業別作為干擾變數,探討其是否會對情緒勞動與其後果變項之關係造成影響。此外,另以績效評估方式(自評/他評)探討其對情緒勞動與工作績效之關聯性的干擾作用。
本研究總計納入31篇國內碩博士論文於統合分析研究中,並運用Hunter & Schimdt (2004)的統合分析方法分析之。研究發現:表層演出和情緒耗竭呈正向關係,而與組織承諾呈負向關係;深層演出和工作滿意度、組織承諾及服務績效呈正向關係;服務類型則會干擾表層演出與工作滿意度及服務績效的關係。
根據研究結果,本研究提出具體的管理意涵如下:1.服務業組織應提供情緒控管訓練課程,加強服務人員深層扮演策略;2.組織應適時關心員工情緒狀況,並訂定合於標準之情緒表達規則;3.注意服務接觸職別的員工,避免其運用表層演出帶來不利的效果。
Abstract
The purpose of this study is to integrate the past studies of the consequences of emotional labor via meta-analysis. We tested the relationships between emotional labor, job pressure, job attitudes, and job performance outcomes. Besides, we analyzed the effects of three potential moderators on above relationships: service categories (service relationship/service encounter) and sources of performance ratings (self-rating/ independent-rating).
We included 31 independent studies in our meta-analysis and applied Hunter & Schmidt’s (2004) approach to calculate the effect size for testing our hypothesis. Results revealed that surface acting was positively related to emotional exhaustion and negatively related to organization commitment. In addition, deep acting was positively related to job satisfaction, organization commitment and service performance. Finally, Service categories moderated the relationships between surface acting, job satisfaction and service performance. Implication for practices and suggestion for future research are also discussed.
目次 Table of Contents
論文審定書 i
誌謝 ii
中文摘要 iii
英文摘要 iv
目錄 v
圖次 vii
表次 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 6
第二章 文獻探討 7
第一節 情緒勞動 7
第二節 情緒勞動與工作壓力之關係 8
第三節 情緒勞動與工作態度之關係 11
第四節 情緒勞動與工作績效之關係 13
第五節 潛在干擾變數 15
第三章 研究方法 20
第一節 研究架構與研究假設 20
第二節 研究對象與資料搜尋 22
第三節 分析方法 28
第四章 研究結果 32
第一節 情緒勞動與工作壓力、工作態度及工作績效之關係 32
第二節 潛在干擾變數分析 34
第五章 討論與建議 40
第一節 理論貢獻 40
第二節 實務意涵 44
第三節 研究限制 45
第四節 未來研究建議 45
參考文獻 47
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