難應付客戶、情緒勞務與情緒耗竭：工作涉入與知覺組織支持的調節效果

Difficult customer, emotional labor and emotional exhaustion: The moderating effect of job involvement and perceived organizational support

蔡孟原(Meng-Yuan Tsai)

指導教授 ： 郭建志

中原大學/理學院/心理學研究所/碩士(2005年)

https://doi.org/10.6840/cycu200500068

摘要

過去有關情緒勞務的研究，較少著重於前置變項的探討，而且研究的取向只著重在個人特質或情境單一層次之下，並未納入特質與環境互動的想法；在結果變項方面，則尚未有量化研究來了解組織層次的影響。因此本研究欲驗證情緒勞務與情緒耗竭的關係是否受到組織支持的調節，而難應付客戶與情緒勞務的關係是否受到工作涉入的調節。本研究採取問卷法，受試者是服務業的第一線員工，以及該員工的直屬主管，樣本採取對偶的方式收集，共獲得263筆資料。本研究的結果顯示，難應付客戶的程度越高時，員工越常使用表層偽裝，較少使用深層偽裝；員工越常使用深層偽裝，情緒耗竭程度越低；工作涉入會調節難應付客戶的程度與深層偽裝的關係。最後本研究將根據研究結果，進一步說明未來的研究方向以及管理上的實務意涵。

關鍵字

情緒勞務 ； 情緒耗竭 ； 知覺組織支持 ； 工作涉入 ； 難應付客戶

並列摘要

The relation between emotional labor and outcomes has generally been researched, but few studies attempted to investigate the antecedent variables of emotional labor. Besides, most studies tended to emphasize on either personal characteristics or situational effect and excluded the interaction between person and environment, and no quantitative researches had been discussed how organizational factors affected employees’ well-being. Hence, the purpose of this study was not only to prove if the interaction between perceived organizational support and emotional labor affects emotional exhaustion, but also to research if the degree of job involvement moderates the relationship of the encounter with difficult customers and emotional labor. Questionnaire was used to collect data from two hundred and sixty-three first-line employees and their supervisors in the service industry. First, the result of this study indicated that more surface acting and less deep acting would be used by employees when they encountered with difficult customers more frequently. Second, deep acting negatively correlated with the level of emotional exhaustion. Furthermore, the degree of job involvement did moderate the relationship between the encounter with difficult customers and the frequency of using deep acting. In the end, implications for management practice and suggestions for further research were proposed.

並列關鍵字

emotional labor ； emotional exhaustion ； difficult customer ； POS ； job involvement

參考文獻

黃光國（1999）。華人的企業文化與生產力。「應用心理學研究」，1，163-185。

Abraham, R. (1999a). Negative affectivity: Moderator or confound in emotional dissonance-outcome relationships? The Journal of Psychology, 133: 61-72.

Abraham, R. (1999b). The impact of emotional dissonance on organizational commitment and intention to turnover. The Journal of Psychology, 133: 441-455.

Armeil, S., Eisenberger, R., Fasolo, P., & Lynch, P. (1998). Perceived organizational support and police performance: The moderating influence of socioemotional needs. Journal of Applied Psychology, 83: 288-297.

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18: 88-115.