情緒勞務、工作滿意與工作績效之研究-以內部服務品質為干擾變數

The relationship among Emotional labor , job satisfaction, Internal service quality and job performance .

王俐蘋(Li-Ping Wang)

指導教授 ： 連雅慧

國立中正大學/管理學院/企業管理系行銷管理研究所/碩士(2016年)

摘要

台灣服務業面臨高競爭的環境，為了能在眾多競爭者中脫穎而出，企業對於員工的要求及訓練也越來越高，以百貨業而言主管會要求員工在工作過程中展現出專業、親切的服務態度來滿足顧客的需求進而達到公司追求工作績效的目標。而這些從事高情緒勞務的工作者須滿足以下特性: (1)是聲音對聲音或是藉由身體語言與顧客接觸的;(2)在面對顧客時,表現出的情緒狀態必須是在組織規範的範圍內;(3)管理者對員工表現出來的情緒勞務有一定的控制力。而情緒勞務對工作者而言，必定會影響其工作表現。本研究以情緒勞務為自變項，工作績效為依變項，並以工作滿意度為中介效果、內部服務品質為干擾變項以瞭解其相關性。本研究以全台百貨公司櫃檯人員為研究對象，以紙本、電子問卷的方式進行研究，有效問卷共回收230份，回收率為92.7%。
本研究結果顯示如下: (一)情緒勞務對工作滿意度的影響:只有深層的情緒偽裝對外在滿意度及情緒多樣性程度對外在滿意度未達顯著，其餘皆呈現顯著正相關。(二)工作滿意度對工作績效之影響均呈現顯著正相關。(三)情緒勞務對工作績效的影響:除了互動程度對工作績效未達顯著，其餘均呈現顯著正相關。(四)工作滿意度對情緒勞務及工作績效的中介效果呈現部分顯著。(五)內部服務品質對情緒勞務及工作滿意度的干擾效果:除了團隊氣氛對深層的情緒偽裝及外在滿意度及管理支持對深層的情緒偽裝及外在滿意度呈現顯著的正相關外，其餘均未達顯著的影響。

關鍵字

情緒勞務 ； 工作滿意度 ； 工作績效 ； 內部服務品質

並列摘要

Services firms in Taiwan are facing with a highly competitive environment. In order to stand out among competitors, enterprises’ standard on their staff as well as training is higher. In department stores, managers would ask employees to perform profession and kind service attitude on their work to meet customer needs so as to achieve the performance goal the enterprise sets up. These workers engaging in high emotional labors have to meet the following characteristics; i. contacting with customers by sounds or body languages, ii. the emotional state represented in the face of customers in the range of the organization specification, and iii. a certain degree of control of supervisors on the emotional labor represented by employees. Emotional labor definitely affects workers’ performance. In this study, emotional labor is an independent variable, work performance is a dependent variable, job satisfaction is the mediating effect, and internal service quality is the interference variable, and their relevance is explored. The research objects are the counter staff in the department stores in Taiwan. The research is conducted through paper and electronic questionnaires, with 230 valid questionnaires recovered; the recovery rate is 92.7%.
The results of this study are in the following. I. In terms of the impact of emotional labor on job satisfaction, there is no significant correlation on deep emotional disguise to extrinsic satisfaction and the degree of emotional diversity to extrinsic satisfaction and there is a significant positive correlation in the rest. II. There is a significant positive correlation for the impact of job satisfaction on job performance. III. In terms of the impact of emotional labor on job performance, there is no significant correlation on the interactive degree to job performance but there is a significant positive correlation in the rest. IV. The mediating effect of job satisfaction on emotional labor and job performance is partially significant. V. In terms of the interference effects of internal service quality on emotional labor and job satisfaction, there is a significant positive correlation in the team atmosphere on deep emotional disguise and extrinsic satisfaction as well as management supports on deep emotional disguise and extrinsic satisfaction and there is no significant correlation in the rest.

並列關鍵字

Emotional labor ； job satisfaction ； Internal service quality ； job performance

參考文獻

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