- 學位論文
主管幽默在情緒勞務及後果之影響
Moderation of Supervisor’s Humor Behaviors between Emotional Labor and Its Consequences
摘要
近年來，服務業儼然成為主流產業後，相較於其他產業，服務業之員工與顧客間之接觸頻率是屬於較頻繁且密切的，而員工在與顧客互動的過程中須展現組織要求的適當合宜情緒，也就產生了情緒勞務。在服務情緒商品化的結果下，員工所展現的情緒和行為會影響顧客對於服務品質的知覺（Bowen & Schneider,1988）進而影響顧客的行為（楊絜貽，2007；Morris & Feldman,1997；Zapf,2002）。服務業員工的情緒勞務負荷對於服務品質及顧客回應之重要已受到學界之重視，近年也已陸續有研究將主管行為對於情緒勞務與其他產出之間的影響進行研究討論（江吉文，2004；陳怡憓，2008；楊絜貽，2007；葉漢斌，2007）領導對於情緒勞務及相關後果，在結果上面迄今並未有一致的結論，尤其是主管幽默行為對於員工的情緒勞務與產出的影響上過去研究在衡量幽默上多以正面特質來定義主管幽默，對於結果的詮釋上可能造成影響。因此，本研究最主要的目的在於以主管之正負面幽默行為為調節變項驗證其在情緒勞務對服務品質、情緒耗竭和服務導向組織公民行為之間的影響關係。 本研究以Lovelock（1983）所歸類的服務業分類，並參酌Hochschild（1983）所分類的高情緒勞務行業別，以臺北市與高雄市兩大都會地區為範圍，針對服務業中之銀行業、保險業及美容美髮業等擁有高情緒勞務之行業的從業人員及其直屬主管與服務之顧客進行配對問卷調查。一組有效問卷包含1位主管，5位直屬員工，及該員工服務3至5位顧客，每一家抽樣的企業只抽取一組進行調查。本研究共對96家公司發放了96組問卷，共計發放3,360份問卷，回收87組問卷，扣除無效以及單方填答者，共計回收有效問卷64組共2,049份，有效回收率為60.98%。 本研究主要結果發現：主管正面幽默行為在情緒勞務與服務品質間具有顯著的正向調節效果；主管負面幽默行為在情緒勞務與服務品質間具有顯著負向調節效果；主管正面幽默行為在情緒勞務與情緒耗竭間具有顯著的負向調節效果；主管的負面幽默行為在情緒勞務與情緒耗竭間具有顯著的正向調節效果；主管正面幽默行為在情緒勞務和角色外行為、角色內行為及合作間具有顯著正向調節效果；主管負面幽默行為在情緒勞務與角色外行為、角色內行為及合作間不具顯著調節效果。依據研究發現，本研究提出實務與學術相關的結果與建議。
並列摘要
Service industry has become a dominant industry, interactions between employees and customers have become part of the commercialized products. As the employee is required to display organization regulated emotion and behaviors to fulfill the work related roles, emotional labor at the same time occurred. Past research results of emotional labor showed it contributed to customers’ perceptions of service quality (Bowen & Schneider,1988) and effected behaviors of customers (Yang,2007; Morris & Feldman,1997 ; Zapf,2002). Recent studies started to include superviors’ behaviors into the discussion (i.e. leadership) (Jiang, 2004;Chen, 2008;Yang, 2007; Yeh, 2007) but results have been inconsistent. Humor often is considered a positive aspect of leadership, and presupposely bring out positive impacts to employees’ behaviors. Measurement of humor therefore limited the interpretation of research results. The main purpose of this study is to examine moderation of supervisor’s humor behaviors to the employee’s emotional labor and service outputs by taking both positive and negative humor behaviors into consideration. Based on Lolock’s (1983) classification of service industry and categoryization of high emotional labor works identifyied by Hochschild (1983), this study drawn the sample from banking, hair-dressing, and insurance in Taipei City and Kaohsiung City. Triad questionnaires were designed and distributed to the superviors, employees, and their customers. In total 96 valid triad questionnaires were collected (account for 2049 questionnaires). Statistical analyses showed the major findings of this study are: (1) Supervior’s positive humor behaviors positively moderate the relationship between emotional labor and service qualityl; supervisor’s negative humor behaveiors showed opposite results. (2) Supervior’s negative humor behaviors positively moderate the relationship between emotional labor and emotional exhaustion; positive humor behavior showed opposite results. (3) Supervior’s positive humor behaviors positively moderate the relationship between emotional labor, role-prescribed behaveors, extra-role customer service, and cooperation. Supervisor’s negative humor behaviors showed no moderation effect on the relationship between emotional labor and role-prescribed behaviors, extra-role customer services, and cooperation.