員工情緒勞務與工作行為之關係：政治技能與領導及團隊成員交換關係之調節式中介模型

學號：M10758001 論文名稱：員工情緒勞務與工作行為之關係：政治技能與領導及團隊成員交換關係之調節式中介模型總頁數：116頁學校名稱：國立屏東科技大學系(所)別：企業管理系畢業時間：108學年度第2學期研究生：陳貞筑指導教授：林鉦棽博士論文摘要內容：過往關於情緒勞務的研究，以服務業從業人員為主要研究對象。基於此，本研究希望瞭解員工情緒勞務策略使用對於與其領導者及同事間關係的影響，進而得知員工後續的工作行為。因此本研究主要在探討情緒勞務對於領導、成員交換關係，更加入政治技能瞭解組織公民行為、角色內行為及退卻行為的調節式中介效果，期能為資源保存理論引入解釋方向。本研究使用便利抽樣蒐集321位員工填答資料，後於兩個不同時間點得到實際有效配對樣本為197份，整體樣本回收率為60%。資料分析經由線性階層回歸分析與調節式路徑分析的檢驗，結果顯示員工深層演出會正向影響領導及成員交換關係，進而影響角色內行為及組織公民行為，基於此結果本研究提出具體的管理意涵與未來研究建議，供實務界與學術界做參考。關鍵詞：表層演出、深層演出、政治技能、領導成員交換關係、團隊成員交換關係、組織公民行為、角色內行為、退卻行為

關鍵字

表層演出；深層演出；政治技能；領導成員交換關係；團隊成員交換關係；組織公民行為；角色內行為；退卻行為

並列摘要

Student ID: M10758001 Title of thesis: An Empirical Analysis between Emotional Labor and Work Behaviors: Moderated Mediation of Political Skill on Leader-Member Exchange and Team-Member Exchange Total page: 116 pages Name of Institute: National Pingtung University of Science and Technology Department of Business Administration Graduate date: June, 2020 Degree Conferred: Master Name of student: Chen-Chu Chen Advisor: Dr. Cheng-Chen Lin The contents of abstract in this thesis: Regarding of emotional labor studies before, most research subjects are in the service industry. Based upon that, this study aims at exploring a new aspect of investigating the emotional labor and interpersonal relationship via the organizational members, then to explore their work behaviors. Therefore, the research design of this study is using a moderated mediation model of political skill on leader-member exchange and team-member exchange, to discuss the relationship between emotional labor, in-role behaviors, organizational citizenship behaviors, and withdrawal behaviors, hopes that it can provide a new aspect of conservation of resource theory. The research data were collected from 321 employees and used the convenience sampling method at two different times. The valid matched samples of the two phases are 197 and the response rate is 60%. Through the testing steps of linear hierarchical regression analysis and path analysis, this study finds that employees' deep acting could enhance the positive relationship between leader-member exchange and team-member exchange, and then to affect in-role behavior and organizational citizenship behavior. Finally, this study proposes specific management implications and future research suggestions for reference to the practitioners and academicians according to the results. Keywords: surface acting, deep acting, political skill, leader-member exchange, team-member exchange, in-role behavior, organizational citizenship behavior, withdrawal behavior

並列關鍵字

surface acting ； deep acting ； political skill ； leader-member exchange ； team-member exchange ； in-role behavior ； organizational citizenship behavior ； withdrawal behavior