情緒勞務與組織支持對離職意圖影響之研究-以工作倦怠為中介效果

根據調查服務業在台灣佔 GDP 比極高，服務業佔 GDP 比重在1981年為 53.27%，2012年為68.2%；服務業佔總就業人數比例，2001年為55.9%，2012年為58.7%。從數字看起來，服務業佔台灣經濟發展一個很重要的要素，台灣整體經濟向服務業傾斜，一躍成為台灣的主流產業，但是點進人力銀行網站，缺人的永遠是服務業。服務業員工流動率高對公司而言是很大的損失。服務業必須仰賴大量的人力才能達到顧客的需求，而要維持穩定的服務品質更需忠誠度高、訓練有素、對環境熟悉的服務人員，因此留住員工降低流動率已成為當代重要的議題，大多數的服務企業會要求員工保持笑容，且在面對不同顧客時服務人員要保持一致的服務態度。當個人被賦予過多的情緒要求卻無力負荷，便會出現情緒過度延展、情緒資源耗盡等情緒耗竭的現象，故瞭解從業人員對工作特性的感受是值得研究的課題。本研究將根據社會交換理論的觀點想去探討當員工感受到組織的支持所衍生的回報心理，是否能夠降低工作倦怠感和離職傾向，為瞭解國內便利商店第一線服務人員基本資料分佈情形，本研究發放問卷為160份，回收問卷152份。本研究結果發現組織支持對工作倦怠有顯著關係，情緒勞務對工作倦怠有顯著性，工作倦怠對離職傾向有顯著性。

關鍵字

情緒；情緒勞務；組織支持；離職傾向；工作倦怠

並列摘要

The service industry is an essential part of Taiwan’s domestic economy, constituting 53.27% of gross domestic product (GDP) in 1981 and 68.2% in 2012. In addition, in 2001 and 2012, the industry accounted for 55.9% and 58.7%, respectively, of all jobs in the country. These figures demonstrate how critical the service industry is for Taiwan’s economic development. The entire economy is centered on the service sector, which has become the country’s largest industry. However, online recruitment platforms indicate that the service industry has the most job openings among all industries in Taiwan. High turnover rates incur great losses for companies in the service industry. The industry depends on a large amount of labor to fulfill customer demands. To provide stable service quality, service staff must be loyal, well trained, and familiar with the environment. Thus, means of retaining employees and reducing turnover have received increasing attention. Most companies in the service sector ask employees to maintain a courteous and consistent attitude toward customers. When individuals are unable to satisfy excessive emotional demands, signs of emotional exhaustion, such as emotional overextension and the depletion of emotional resources, occurs. Therefore, employee perception of the characteristics of service jobs requires further research. The present study adopted the perspective of social exchange theory to examine whether job burnout and turnover intention decrease when employees exhibit reciprocal behavior generated from support they feel within their organization. To understand the demographics of primary service providers at convenience stores in Taiwan, 160 questionnaires were distributed. A total of 152 questionnaires were retrieved. The study found that organizational support significantly influences job burnout, emotional labor significantly influences job burnout, and job burnout significantly affects turnover intention.