國際觀光旅館全職從業人員情緒勞務與犬儒主義之結構方程模式

The structural Relationship between Emotional Labor and Cynicism of Full-time International Tourist Hotels Employees

林子堯 ； 張偉雄

《觀光產業與航空管理期刊》 1卷1期 (2018/07) Pp. 22-42

https://doi.org/10.6862/JTIAM.201807_1(1).0002

摘要

近年來，餐旅業日益重視人力資源管理與管理心理學之發展議題，其觀點乃著重於從業人員於組織體系之發展效益。爰此，本研究試圖探討國際觀光旅館全職從業人員情緒勞務與犬儒主義之互依關係與重要性，並透過結構模式進行潛在變項之徑路分析。本研究係採用問卷調查法蒐集資料，參考2017年交通部觀光局國際觀光旅館營運分析報告之全台國際觀光旅館進行發放與回收樣本抽樣，並輔以LISREL8.70的統計程式來進行驗證性因素分析，總計回收216份有效正式研究問卷，研究結果顯示：國際觀光旅館全職從業人員情緒勞務會影響犬儒主義；換言之，亦即國際觀光旅館全職從業人員調節情緒、真心能有效避免其犬儒傾向，而且應變情緒、矯情亦能有效轉換其犬儒心態。研究結論對於組織人力資源發展之重整與檢視具其重要的理論與實踐意義。最後，依本研究發現與結論，對學術單位與實務工作及未來研究者提出若干建議以供參考。

關鍵字

全職從業人員 ； 情緒勞務 ； 犬儒主義 ； 結構模式

並列摘要

In recent years, the hospitality industry has paid increasing attention to human resources management and managerial psychology development, its point of the view focuses on practitioners in the organizational system development benefits. This study attempts to explore the interdependence and importance of emotional services and cynicism of employees on full-time basis in international tourist hotels, and to conduct a path analysis of potential variables through structural models. In this study, questionnaire survey method was used to collect data, and the samples were collected and collected by the international tourist hotels of Taiwan in 2017, but analyzed by LISREL8.70 statistical program to carry out confirmatory factors Analysis. A total of 216 valid questionnaires were collected and returned in this study. the results show that international tourist hotel full-time employees emotional services will affect cynicism. To sum up , employees on full-time basis would avoid cynicism via adjusting emotions well and sincere involvement; emotions transferring well and insincere may adjust cynicism. The study results are implied that important theoretical and practical significance on helping organization restructure the advantages of human resources development (HRD). Based on above statements, recommendations for future research and applications of the results were suggested for basis of business operations as well.

並列關鍵字

Emotional Labor ； Cynicism ； Structural Equation Modeling

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