摘 要 本研究旨在探討不當督導對觀光購物藝品店工作人員情緒耗竭之影響,並以知覺主管支持為中介變項。本次研究以來台灣旅遊的大陸旅客常進的購物藝品店的工作人員為研究對象,以往顯少有以此對象作相關研究。本研究以問卷調查方式收集資料,共回收有效問卷159份,分析方法以SPSS進行統計分析,研究實證結果顯示: 一、不當督導對於觀光購物藝品店的工作人員的情緒耗竭有顯著的正向影響。 二、不當督導對於觀光購物藝品店的工作人員的知覺主管支持有顯著的負向影響。 三、知覺主管的支持對於購物藝品店的工作人員的情緒耗竭有顯著的負向影響。 四、知覺主管的支持對於不當督導及情緒耗竭之間不具有中介之效果。 最後根據本研究結果提出管理實務上之意涵,以及未來研究建議。 關鍵詞:不當督導、知覺主管支持、情緒耗竭 、觀光購物藝品店工作人員。
Abstract This study was conducted to explore the effect of abusive supervision on the emotional exhaustion of staff members in tourism gift shops, and perceived supervisor support was adopted as a mediating variable. A questionnaire survey was conducted on staff members who work in gift shops in Taiwan that Chinese tourists frequently visited. A total of 159 valid responses were recovered, and SPSS was used to statistically analyze the collected data.The empirical results show that: 1.Abusive supervision exerted a significant and positive effect on the emotional exhaustion of the staff members. 2.Abusive supervision exerted a significant and negative effect on the staff members’ perceived supervisor support. 3.Perceived supervisor support exerted a significant and negative effect on the emotional exhaustion of the staff members. 4.Perceived supervisor support did not mediate the relationship between abusive supervision and emotional exhaustion. Finally, according to the findings, this study was made some recommendations for practices, as well as suggestions for future research. Keywords: abusive supervision, perceived supervisor support, emotional exhaustion, staff members in tourism gift shops