情緒勞務、知覺組織支持、工作滿足與組織承諾關聯性之研究

A study on the Relationships among Emotional Labor, Perceived Organizational Support, Job Satisfaction and Organizational Commitment.

黃敏茹(Huang Min-Ru)

指導教授 ： 黃能堂

國立臺灣師範大學/科技與工程學院/科技應用與人力資源發展學系/碩士(2019年)

https://doi.org/10.6345/NTNU201900758

摘要

金融服務業於我國經濟上扮演著不可或缺的角色，現今以顧客服務導向為主要趨勢，為提供客戶多元的商品服務外，優質的服務品質更是重於業務辦理，因此服務提供者的態度、行為表現，亦成為客戶衡量服務品質優劣的關鍵。銀行從業人員必須在工作中與客戶面對面或用電話聯繫等方式為其提供金融服務，除了提供商品與諮詢服務外，工作者應符合組織要求，展現親切的態度表現，以建立完善的服務品質。
　　本研究目的於探究銀行從業人員「情緒勞務、知覺組織支持、工作滿足與組織承諾之關聯性」，期望了解「知覺組織支持」與「組織承諾」之間的關係，並分析「情緒勞務」、「工作滿足」於其中之中介影響，研究方法採用問卷調查法進行施測，問卷發放380份，有效問卷回收309份，統計分析則使用獨立樣本t檢定、單因子變異數分析、皮爾森相關分析，以及簡單與階層迴歸分析執行研究假設的檢定。
　　經統計分析檢定後，得出結論如下：(1)銀行從業人員情緒勞務、知覺組織支持、工作滿足與組織承諾之間皆呈顯著正相關；(2)「情緒勞務」、「工作滿足」在知覺組織支持與組織承諾之間皆呈部分中介效果。

關鍵字

情緒勞務 ； 知覺組織支持 ； 工作滿足 ； 組織承諾

並列摘要

Financial services industry plays a vital role in the economic, it becomes customer-oriented these days, apart from offering customers adequate merchandise, extraordinary service quality is more important than transact business. Therefore, the attitude and behavior of the service providers will be the measure of service quality. The bank staff provides financial services to clients face to face. In order to provide good service and consultation service, organization also hopes the bank staff show their kind attitude to the clients.
　　The study explored the relationships among emotional labor, perceived organizational support, job satisfaction and organizational commitment. A total of 380 questionnaires were distributed and resulted in 309 valid responses. The methods including independent sample t-test, one-way anova, pearson correlation and multiple regression analysis were used to analyzed the data.
　　The results indicate that emotional labor, perceived organizational support, job satisfaction, and organizational commitment show significant positive correlation in between. The emotional labor and job satisfaction may partial mediation effect on the relationship between perceived organizational support and organizational commitment.

並列關鍵字

emotional labor ； perceived organizational support ； job satisfaction ； organizational commitment

參考文獻

Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182. doi:10.1037//0022-3514.51.6.1173

Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010. doi:10.5465/amr.1996.9704071861

Porter, L. W., & Steers, R. M. (1973). Organizational, work, and personal factors in employee turnover and absenteeism. Psychological Bulletin, 80(2), 151-176. doi:10.1037/h0034829

一、中文部份

107-109重點產業人才供需調查及推估結果摘錄（107年版）［簡報檔］。臺北市：金融監督管理委員會銀行局。