百貨公司專櫃人員工作壓力、情緒勞務與工作倦怠之探討

本研究探討百貨公司專櫃人員工作壓力、情緒勞務與工作倦怠之研究。使用問卷調查法，以立意抽樣，新竹某百貨公司，共收集有效問卷220份，統計軟體使用SPSS20.0分析敘述性統計分析、信度分析、相關分析，並以SmartPLS驗證三者之關係。研究結果發現，工作壓力與情緒勞務呈正向相關；工作壓力與工作倦怠呈正向相關；情緒勞務與工作倦怠呈正向相關。結果顯示當專櫃人員工作壓力增加情緒勞務與工作倦怠也會提升，而情緒勞務增加工作倦怠也會日益增加，企業留住人才應該更重視員工的壓力，適時關心員工並提供完整的教育訓練，讓員工學習處理與顧客之間的應對，以及主管到專櫃親自了解上班會面對的問題，才有效的解決專櫃人員的工作壓力，就不會延伸後續問題。

關鍵字

百貨公司專櫃人員；工作壓力；情緒勞務；工作倦怠

並列摘要

The purpose of this study is to investigate the relationship job stress, emotional labor and job burnout of department store counter personnel. Using a survey method, data were collected from, and 220 valid questionnaires were received. SPSS 20.0 was used to provide descriptive statistics, analysis of reliability, and correlation, and SmartPLS verification. The results show that work stress is positively correlated with emotional labor; work stress is positively correlated with job burnout; emotional labor is positively correlated with job burnout. The overall result is that when the job stress of the counter staff increases, the emotional labor and job burnout will also increase, and the emotional labor will increase the job burnout. Therefore, department stores should pay more attention to the stress of their employees, care more about the employees and provide more comprehensive training. Staff should learn to react and deal with customer's. Supervisors should be on the site to personally understand the problems faced by work, so as to effectively solve the problem of job stress counter staff experience, and other job-stress related problems.