情緒勞動、情緒耗竭與組織沉默關係之研究-以某電信公司客服人員為例

The Relationship among Emotional Labor, Emotional Exhaustion, and Organizational Silence – Customer service representatives of a Telecommunication Corporation as Example

江清霖(Ching-lin Chiang)

指導教授 ： 孫德修

朝陽科技大學/理工學院/工業工程與管理系/碩士(2010年)

摘要

情緒耗竭為工作壓力下造成的結果的產物，意指因為工作而感到身心疲倦而喪失精力及感覺，以致不能有效的從事工作。當情緒資源消耗殆盡，以致喪失精力與感覺而產生情緒耗竭後，個體將開始與他人保持距離，以疏離的方式表現出沈默的行為。
客服中心是利用電話，由客服代表來執行客戶服務與客戶接觸之工作，國內電信自由化與服務業之蓬勃發展，使得客服中心需求亦開始成長，企業為提高服務品質、追求顧客滿意度，陸續引進電腦電話整合（CTI）技術，並開始著重客服人員與組織的關係。
因此，本研究以某電信公司客服人員為研究對象，藉此實證來了解電信產業客服人員於情緒勞動、情緒耗竭與組織沈默之關聯性。經實證分析結果得知：背景變項與情緒勞動、情緒耗竭與組織沈默有顯著關係；情緒勞動與情緒耗竭存在著顯著正向關係；而情緒耗竭與組織沈默存在著顯著正向關係。

關鍵字

組織沈默 ； 情緒耗竭 ； 情緒勞動 ； 電腦電話整合(CTI)

並列摘要

An emotional exhaustion is the result of work stress, which means feel physically and mentally tired and then losing energies and feelings due to work and caused an individual can not work effectively. When the emotional resources have been run out and resulted in losing energies and feelings, then created the emotional exhaustion, an individual will begin to keep distance with others and show up the behavior of silence by the method of alienation.
The call center is a job that the representatives of customer services contact customers by telephone to execute customer service. Due to the liberation of domestic telecommunications and the booming of service industry, making the demand of call center began to grow. In order to enhance the service quality and look for customer satisfaction, the enterprises brought in the technology of CTI continually and began to stress on the relationship between customer services representative and organizations.
Therefore, the object of this research is focus on customer services representatives in a telecom company to demonstrate the relationship among emotional labor, emotional exhaustion and organizational silence on customer services representatives. Per the empirical results: there is a significant relationship between background variables with emotional labor and emotional exhaustion with organizational silence; the relationship between emotional labor and emotional exhaustion are significant and positive; the relationship between emotional exhaustion and organizational silence are also significant and positive.

並列關鍵字

emotional exhaustion ； emotional labor ； organizational silence ； CTI

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