不當督導對旅館服務人員情緒耗竭與服務導向組織公民行為之影響：政治技能之調節效果

本研究探討主管不當督導對旅館服務人員情緒耗竭以及服務導向組織公民行為的直接影響，並以「資源保存理論」及「要求－控制理論」的觀點，探討政治技能的高低所具之調節效果。本研究從181位旅館服務人員有效問卷中發現，不當督導對情緒耗竭呈正向關係，不當督導則與服務導向組織公民行為呈負向關係；此外，政治技能可弱化不當督導對情緒耗竭之正向關係。本研究結果顯示，旅館服務人員若能擁有政治技能，能精準地觀察和判斷局勢，較不易在工作中因為主管的不當督導產生情緒耗竭。研究結果亦提供學理及實務意涵。

關鍵字

不當督導；情緒耗竭；政治技能；服務導向組織公民行為

並列摘要

This study investigates the impacts of abusive supervision on emotional exhaustion and service-oriented of OCB in hotel work settings. In addition, we explore the moderating role of political skill form the perspectives of resource conservation theory and demand-control theory. Results from 181 responses of hotel staff demonstrated that abusive supervision was positively related to emotional exhaustion and negatively related to service-oriented of OCB. Further, political skills could weaken the relationship between abusive supervision and emotional exhaustion, which showed the importance of political skills in alleviating emotional exhaustion caused by abusive supervision. To conclude, we also provide several theoretical and practical implications drawing form this study.

並列關鍵字

abusive supervision ； emotional exhaustion ； political skill ； Service-oriented organizational citizenship behavior

參考文獻

Bettencourt, Lance A., Gwinner, Kevin P., & Meuter, Matthew L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. doi: 10.1037//0021-9010.86.1.29

Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. J Occup Health Psychol, 12(1), 63-79. doi: 10.1037/1076-8998.12.1.63

吳宗祐(2008)。由不當督導到情緒耗竭: 部屬正義知覺與情緒勞動的中介效果。中華心理學刊，50(2)，201-221。

Google Scholar

林鉦棽、賴鳳儀、黃紹慶、運蕙韶、鍾潤富(2011) 。組織公民行為與工作家庭衝突之關聯分析：好士兵症候群？. [The Relationship between Organizational Citizenship Behavior and Work-Family Conflict: The Good Soldier Syndrome?]。管理學報，28(1)，31-47。