主管與部屬交換關係對服務業第一線人員情緒耗竭的影響：心理賦能與組織支持的中介角色

Leader-Member Exchange and Emotional Exhaustion among Front-Line Service Employees: Mediating Role of Psychological Empowerment and Organizational Support

陳春希(CHUN-HSI VIVIAN CHEN) ； 謝佩如(PEI-JU HSIEH)

《輔仁管理評論》 25卷2期 (2018/05) Pp. 51-78

摘要

心理機轉的影響與效用向來是心理學者和組織行為研究者關切的議題，也是影響個體態度和行為的重要因素之一，其介入常使人際行為的前因後果產生微妙的關聯。本研究以心理賦能和組織支持的中介機轉，探討檢視主管與部屬交換關係對於員工的情緒耗竭的影響。研究對象為台灣前百大服務業第一線員工，以便利抽樣方式蒐集1030份有效樣本，以結構方程模式檢驗假設模式。分析結果顯示(1)主管與部屬交換關係對員工的心理賦能和組織支持有正向關係；(2)員工的心理賦能和組織支持對情緒耗竭有負向的關係；(3)心理賦能和組織支持完全中介主管與部屬交換關係及員工的情緒耗竭。本研究填補過去理論的不足，並藉由研究結果，進一步提出管理意涵及未來研究之建議。

關鍵字

主管與部屬交換關係 ； 心理賦能 ； 組織支持 ； 情緒耗竭

並列摘要

Drawing upon theories of job burnout, this study explores the latent mediating mechanism of psychological empowerment and organizational support that links leader-member exchange and emotional exhaustion. Data were collected from the front-line employees of 18 organizations among top-100 Taiwanese firms in the service industry. A total of 1030 valid questionnaires was obtained for data analysis. The results indicate that leader-member exchange is positively related to employees' psychological empowerment and perceived organizational support. Psychological empowerment and perceived organizational support are negatively related to employees' emotional exhaustion. It is also found that psychological empowerment and perceived organizational support fully mediate the relationships between leader-member exchange and emotional exhaustion. The findings further our understanding of the effect of leader-member exchange on employees' inner and outer resources, psychological empowerment and organizational support, and the subsequent effect on their emotional exhaustion. Suggestions for future research and recommendations for managerial practice are thus discussed.

並列關鍵字

leader-member exchange ； psychological empowerment ； perceived organizational support ； emotional exhaustion

參考文獻

Han, H., Kim, W., & Jeong, C., "Workplace fun for better team performance: focus on frontline hotel employees", International Journal of Contemporary Hospitality Management, Vol. 28(7), 99 2016, pp.1391-1416. doi:10.1108/ijchm-11-2014-0555

_______，「台閩地區護理人員統計表-103年5月-106年5月 A 2017 # • http://www.nurse.org.tw/DataSearch/ManpowerAll.aspx •

_______，「兩千大調查一服務業排行」,天下雜誌,2016年, http://topic.cw.com.tw/cw2000_2016/1v2_2016/scale.html#ind=service&srt=rvn&view-view tree •

________，「國民所得統計摘要(106年5月更新)」,行政院主計總處,2017年, https://www.dgbas.gov.tw/ct.asp?xItem=33338&ctNode=3099&mp=1 •

______________，「人力資源調查統計-就業者行業」,行政院主計總處,2017年, http://www.dgbas.gov.tw/ct.asp?xItem=18844&ctNode=4943 •