影響百貨公司精品櫃員情緒耗竭因素之研究—以知覺主管支持為干擾變項

Antecedents of Emotional Exhaustion on Salespeople of Luxury Division in Department Store -- A moderator of Perceived Supervisor Support

劉家齊(Chia-Chi Liu)

指導教授 ： 曾信超

共同指導教授 ： 何財能

長榮大學/管理學院/經營管理研究所(博)/碩士(2008年)

摘要

顧客導向時代來臨，企業必須滿足顧客需求並與顧客建立良好關係，其關鍵乃源於顧客與員工互動結果的主觀認定，故員工必須在組織的要求或規範中控制自己的外在行為與情感，面對顧客的抱怨，亦必須壓抑心中的怒氣以提供顧客愉悅的消費情境。就員工而言是一種壓力負荷，該工作內容則屬於高情緒勞務，容易產生情緒耗竭。
另一方面，在雇佣的契約中，除正式的「經濟契約」，另一類則是非正式的「心理契約」。當員工感受不公平或不合理對待時，將產生「心理契約違背」。因此，高情緒勞務之工作者，更需要心理契約被滿足。當員工心理契約被違背時，則可能會影響其本身之情緒耗竭。但情緒勞務負荷或心理契約違背不一定產生情緒耗竭，二者間的關係可能因為知覺主管支持而有所改變。
本研究以國內百貨公司精品櫃員為研究母體，以情緒勞務負荷與心理契約為自變項，情緒耗竭為依變項，探討變項彼此間的相關性及影響，並進一步以知覺主管支持為干擾變項，分別探討變項間之干擾效果。共計發出問卷300份，施測並回收有效問卷139份，經由差異與多元迴歸等統計分析後，實證調查結果，獲致如下重要發現：
1. 情緒勞務負荷、心理契約及情緒耗竭隨個人屬性之不同而有差異，但知覺主管支持並不會隨著個人屬性之不同有所差異。
2. 精品櫃員之情緒勞務負荷感愈重，其情緒耗竭感愈重；精品櫃員之心理契約滿足程度愈少，其情緒耗竭感愈重。
3. 情緒勞務負荷與情緒耗竭之關係及心理契約與情緒耗竭之關係，因受到知覺主管支持的干擾而有所影響。

關鍵字

情緒勞務負荷 ； 心理契約 ； 情緒耗竭 ； 知覺主管支持

並列摘要

The era of customer-oriented approach, enterprises must satisfy the customers’ needs to establish a good relationship with them. The key is coming from customers’ subjective judgement of the interactive result with employees. Thus, employees must control over their own outside behavior and feelings. Face customers’ complaints, they also have to suppress the anger in the heart to provide a good situation for customers. For employees, it is a pressure load. The work belongs to a high emotional labor, and prone to emotional exhaustion.
On the other hand, there are two different employment contracts, which are the formal "economic contract" and the informal "psychological contract". When employees feel unfair or unreasonable treatment, then they feel "psychological contract breach." Accordingly, high emotional labor employees need more satisfaction in their psychological contract. When employees’ psychological contracts have been breached, it may affect their own emotional exhaustion. However, emotional labor load or psychological contract is not necessarily to cause emotional exhaustion. The relationship between them may be changed by interfering with perceived supervisory support.
The salespeople of luxury division in department store were used as the study population in this present research, with the emotional labor load and psychological contract as the independent variable, the emotional exhaustion as the dependent variable, and the perceived supervisory support as the moderator variable. 139 questionnaires out of 300 were returned. Results of statistical analyses provides 3 conclusions as follows：
1. The hypothesis that there are outstanding differences of the salespeople characteristics on the emotional labor load, psychological contract, and emotional exhaustion, but not on the perceived supervisory support.
2. The salespeople’s emotional labor load has significant positive effect on emotional exhaustion; the satisfaction of the salespeople’s psychological contract has significant negative effect on emotional exhaustion.
3. The perceived supervisory support has mediator effects between the emotional labor load and emotional exhaustion; the perceived supervisory support has mediator effects between the psychological contract and emotional exhaustion.

並列關鍵字

emotional labor load ； psychological contract ； emotional exhaustion ； perceived supervisory support

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