以家長式領導探討資訊人員情緒勞務對其情緒耗竭之影響

A Study of Paternalistic Leadership Influence on Emotional Labor of Technology Professionals and its Effect on Emotional Exhaustion

張元豪(Yuan-Hao Chang)

指導教授 ： 李婷

元智大學/資訊學院/資訊管理學系/碩士(2009年)

https://doi.org/10.6838/YZU.2009.00103

摘要

隨著資訊技術及網際網路的發展，資訊部門逐漸在企業中扮演舉足輕重的角色。由於資訊行業的特性，資訊人員往往具有較高的工作壓力及離職率，因此如何降低資訊人員的工作壓力並留住人才也成為企業注重的課題。由於主管及同事為資訊人員在工作中最主要的互動對象，因此本研究以家長式領導及同事支持探討影響資訊人員情緒耗竭之因素。研究以問卷方式收集資料，並使用PLS進行統計分析。結果發現，主管採用威權領導會正面影響資訊人員的表層偽裝，並進一步造成情緒耗竭；主管採用仁慈領導會正面影響資訊人員的深層偽裝，並且不會造成情緒耗竭；而同事支持在本研究中並無法調節資訊人員情緒勞務與情緒耗竭之間的關係。最後，以本研究的結果提出實務上的建議，以及討論本研究的研究限制及未來的研究方向。

關鍵字

情緒勞務 ； 情緒耗竭 ； 家長式領導 ； 同事支持

並列摘要

Owing to the gain ground of information technology and rapid development of Internet, IT/IS department is playing a decisive role in the enterprise gradually. Because of the occupational characteristics of IT/IS department, IT/IS professionals usually have high stress and turnover rate. Hence, how to reduce the stress of IT/IS professionals and keep good staff has become an important issue. Since IT/IS professionals have to interact with supervisors and coworkers frequently in work, we studied how different paternalistic leadership styles and coworker support affect the emotional exhaustion of IT/IS professionals. We sent out questionnaires to collect data and used PLS to execute the statistical analysis. The result shows that authoritarianism will positively affect IT/IS professionals’ surface acting, further leads to emotional exhaustion, while benevolence will positively affect IT/IS professionals’ deep acting, and will not lead to emotional exhaustion. Moreover, coworker support does not moderate the relationship between IT/IS professionals’ emotional labor and their emotional exhaustion. Practical implications are discussed and suggestions for future researches are proposed.

並列關鍵字

Emotional Labor ； Emotional Exhaustion ； Paternalistic Leadership ； Coworker Support

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