以情緒勞動為中介變數探討愉悅性與員工正面情感傳遞之關係

The Relationship between Agreeableness and Employee Positive Affective Delivery: The Mediating Role of Emotional Labor

林少龍(Shao-Lung Lin) ； 陳玟潔(Wen-Jiae Chen) ； 陳曉天(Sheau-Tien Chen)

《華人前瞻研究》 3卷1期 (2007/05) Pp. 95-113

https://doi.org/10.6428/JCTF.200705.0095

摘要

本研究目的在探討愉悅性(agreeableness)特質、情緒勞動（淺層演出與深層演出）以及員工正面情感傳遞之關係。本研究採用問卷調查法，以與顧客直接接觸的櫃檯員工為樣本，有效回收樣本共計303份（回收率86.57%）。研究結果顯示愉悅性不影響淺層演出，但正向影響深層演出；淺層演出與深層演出分別負向及正向影響員工正面情感傳遞；愉悅性與員工正面情感傳遞呈現正向關係。由路徑分析的結果進一步顯示愉悅性乃直接影響員工正面情感傳遞，而非經由情緒勞動的中介。本研究發現在理論及管理實務上的意涵，並對未來研究方向提出建議。

關鍵字

愉悅性 ； 情緒勞動淺層演出與深層演出 ； 員工正面情感傳遞

並列摘要

The study used questionnaire survey research to examine the relationship among agreeableness (AG), emotional labor (surface acting and deep acting) and employee positive affective delivery (EPAD) with a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that AG inf1uenced deep acting but did not affect surface acting positively; surface acting and deep acting both affected EPAD negatively and positively respectively; the directly positive effect of AG on EPAD. However, another result that above results was run by path analysis revealed the intervening variable (emotional labor) had no obvious impact between AG and EPAD. The authors discussed the implications for theory and practices, and suggestions for the further study.

並列關鍵字

Agreeableness ； Emotional labor Surface Acting and Deep Acting ； Employee Positive Affective Delivery