人格特質,情緒勒索,工作投入,工作壓力與工作滿意之關係

Relationships among personality, perception of emotional blackmail, job involvement, job stress and job satisfaction

吳依珊(Yi-Shan Wu)

指導教授 ： 劉仲矩

國立臺北大學/商學院/企業管理學系/碩士(2008年)

摘要

近年來金融業紛紛併購以因應競爭激烈的市場，金融商品的多元化讓消費者有了更多的選擇，也突顯了第一線業務人員的重要性；在交易過程中，與顧客的互動難免會產生情緒問題，因此，本研究欲了解業務人員本身的性格以及知覺顧客的情緒會如何影響其工作態度？
本研究之目的在於探討馬基維利主義、知覺顧客情緒勒索、工作投入、工作壓力與工作滿意之關係研究；資料分析為階層迴歸分析法，樣本收集採用立意抽樣法，有效樣本為412位金融業務人員。研究結果發現馬基維利主義與工作滿意、工作投入具顯著負相關，而與工作壓力呈現顯著正相關；在馬基維利主義與工作滿意的關係上，工作投入與工作壓力分別扮演了中介角色；知覺顧客情緒勒索對於馬基維利主義與工作投入具有負面干擾效果，而對於馬基維利主義與工作壓力則是正面干擾效果。本文最後依照上述研究結果提出理論意涵、管理實務與後續研究建議。

關鍵字

馬基維利主義,情緒勒索,工作投入,工作壓力,工作滿意

並列摘要

Mounting evidences indicate that personality plays a pivotal role in social perception. This study uses Machiavellianism to determine the relationship with job attitudes in terms of financial salespersons and to find out the moderating effect of emotional blackmail. We use purposive sampling to collect data including bank service and insurance service industries in Taiwan. A total of 412 questionnaires are valid. In data analysis, we adopt hierarchy regression method to analyze data. The results show that Machiavellianism, job involvement and job stress are significantly correlated with job satisfaction. Furthermore, job involvement and job stress play mediating roles between Machiavellianism and job satisfaction. There is also moderating effect of perception of emotional blackmail on Machiavellianism and job attitudes. According to the results, this study provides some suggestions for academic and practice.

並列關鍵字

Machiavellianism, emotional blackmail, job involvement, job stress, job satisfaction

參考文獻

Austin, E. J., Farrelly, D., Black C., & Moore, H. (2007). Emotional intelligence, Machiavellianism and emotional manipulation: Does EI have a dark side? Personality and Individual Differences, 43, 179–189.

Austin, E. J., Saklofske, D. H., & Egan, V. (2005). Personality, well-being and health correlates of trait emotional intelligence. Personality and Individual Differences, 38, 547–558.

Avolio, B., Yammarino, F. J. & Bass, B. M. (1991). Identifying common methods variance with data collected from a single source: An unresolved sticky issue. Journal of Management, 17(3), 571–587

Aziz, A. (2004). Machiavellianism scores and self-rated performance of automobiles salespersons. Psychological Reports, 94(2), 464–466.

in the regulation of business-to-business relationships in salesperson-customer interactions. Journal of Business & Industrial Marketing, 21(7), 453–457.