過去有關情緒勞務之研究,多著重於個人特質之探討。本研究嘗試以資源保存理論的觀點,探討環境中的資源損失和補充如何與員工的情緒勞務和工作滿意度有關。因此本研究欲探討在互動不公平情境下的情緒資源損失、情緒勞務與工作滿意度之關係,以及情境中知覺主管支持的資源補充是否緩解互動不公平與情緒勞務間的正向關係,管支持又是否緩解情緒勞務與工作滿意度間的負向關係。本研究採取立意抽樣法選擇餐飲服務業的第一線員工為研究對象,樣本279人,有效回收率93%。研究結果發現,與顧客的互動越不公平,員工之情緒勞務越大;員工情緒勞務越大,工作滿意程度反而越高;最後,知覺主管支持強化了情緒勞務與工作滿意度間的正向關係。
Most research of emotional labor tended to emphasize on personal characteristics effect. The aim of this study is to focus on how environmental variables influence emotional labor and job satisfaction by the view of conservation of resources theory. The purpose of this study is not only to explore the relations among interactive unfair, emotional labor and job satisfaction, but also to figure out the moderating effect of supervisor support. The purposive sampling method was used to conduct surveys with structured questionnaires among first-line restaurant workers in Taiwan. A total of 279 participants returned valid responses for further analysis. The results revealed that the employee's emotional labor was greater when they encountered with interactive unfair situation and emotional labor were positively related to job satisfaction finally, perceived supervisor support enhanced the positive relationship between emotional labor and job satisfaction.