台灣企業之幽默傾向、溝通滿足、工作績效關係模式之研究─以情緒勞務為干擾變項

The Relationships among Humor Orientation , Communication Satisfaction and Job Performance in Taiwanese Enterprises : Emotional Labor as a Moderating Variable

陳佳玲(Jia-Ling Chen)

指導教授 ： 李元墩

共同指導教授 ： 顏義文

長榮大學/管理學院/經營管理研究所(博)/碩士(2009年)

摘要

許多大型企業隨著經濟板塊的移轉，全球化經濟日趨成熟，而資金設備不再是重要的問題，人才的重要性比以往更迫切，未來企業要創造競爭優勢，「人才」扮演企業永續發展的重要因素；主管的說話方式也是影響員工溝通是否感到滿足之重要一環，當主管與員工有良好的溝通員工的滿足感越高時，會增加其工作表現。本研究旨在探討主管幽默傾向，對員工的溝通滿足、情緒勞務與工作績效之關係模式。
本研究以台灣大型企業中主管與員工為研究對象，採用主管與員工一對一的配對方式之問卷調查法，共發出1,500份(750對)問卷，回收問卷308份(154對)，利用統計軟體進行分析，驗證本研究假設。本研究之主要結果顯示：
一、 不同年齡層的主管在幽默傾向上有顯著差異。
二、 不同性別、年齡、職位的員工，在溝通滿足上有顯著差異。
三、 情緒勞務與工作績效在不同的個人基本變項中不存在差異性。
四、 影響員工溝通滿足的因素有許多，主管幽默傾向的高低只是其中一個未達顯著的影響因素。
五、 溝通滿足與工作績效有顯著正相關，且對任務績效有顯著影響力。
六、 幽默使用的頻率對脈絡績效有正向顯著影響。
七、 溝通滿足與情緒勞務中表層偽裝對工作績效具有顯著的干擾效果。
八、 幽默傾向對工作績效的影響若加入溝通滿足此中介變項，則影響力增加。
最後，就本研究之結論與管理意涵作深入探討，並呈現具體之研究貢獻與建議，以供企業界及學術界參酌。

關鍵字

幽默傾向 ； 溝通滿足 ； 工作績效 ； 情緒勞務

並列摘要

In along with the shift of economical tectonic plates and the maturity of the globalized economy day by day, capitals and equipments are not a critical question for most large-scale industries any more. The majority of enterprises have perceived the importance of talented persons seems more urgent. To create competitive advantages and lead a sustainable development in the future, talented human resources act a crucial role for any enterprise. Moreover, manager's speech way may affect staffs’ communication satisfaction. When there is a good communication between the manager and staffs, job performance will be increasing. The purpose of this study is to explore the relationships among humor orientation, communication satisfaction, and job performance with emotional labor acting as a moderating variable.
The subjects of the study were managers and staffs in the major enterprises in Taiwan. By adopting the one-to-one paired questionnaires, a total of 1,500 survey questionnaires were distributed to managers and staffs and 328 valid ones were returned. The main results of the research are shown as follows:
1. Threr are significant differences on humor orientation based on different age levels.
2. There are significant differences on communication satisfaction based on different sex, age,and positions.
3. Among personal demographic information, no significant difference is found on job performance and emotional labor.
4. There are many factors to affect the staff feeling communication satisfied, the degree of the manager’s humor orientation only is not significant influencing factor.
5. There is a significant positive correlation between communication satisfaction and job performance. And there is positive effect to task performance.
6. There is a significant positive effect between the frequency of humor using and contextual performance.
7. There is a significant moderating effect on communication satisfaction and the surface acting of emotional labor.
8. Communication satisfaction shows an absolutely indirect mediating effect on humor orientation and job performance
Finally, the conclusions and managerial implications of the study were well explored. The contributions and recommendations of the study also offered to business and academia for their references.

並列關鍵字

Humor Orientation ； Communication Satisfaction ； Job Performance ； Emotional Labor

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