情緒勞務、情緒調節對敬業貢獻之影響性研究： 以靈性領導為干擾變項

A Study on the Relationships of Emotional Labor ,Emotion Regulation and Engagement：Spiritual Leadership as a Moderator

柳彥宇(Yen-Yu Liu)

指導教授 ： 田靜婷

朝陽科技大學/管理學院/保險金融管理系/碩士(2014年)

摘要

本研究主旨係探討情緒勞務、情緒調節與敬業貢獻之關係，並以靈性領導作為干擾變項，探討情緒調節與敬業貢獻間關係之干擾效果，以作為實務界在組織人力資源以及組織管理與領導之參考依據。

本研究首先針對情緒勞務、情緒調節、敬業貢獻及靈性領導作其相關文獻回顧，藉以奠定本研究理論基礎，並加以提出研究架構及假設。研究方法採問卷調查法，問卷量表包括情緒勞務量表、情緒調節量表、靈性領導量表與敬業貢獻量表。研究對象以金融從業人員為主，包含銀行業、證券業、保險業、郵局、財務管理公司、金融控股公司等等，共發放580份問卷，回收510份，問卷回收率為87.93%，經刪除未填答完整之問卷，有效問卷數為480份，有效問卷率為82.75%。

針對回收之有效問卷，本研究利用敘述性統計分析，以瞭解樣本資料在個人背景屬性上的分佈情形；利用Pearson積差相關分析，以瞭解情緒勞務、情緒調節、敬業貢獻與靈性領導兩兩變數間的關聯程度；利用結構方程模型分析檢定情緒勞務與情緒調節之影響性、情緒調節與敬業貢獻之影響性；利用階層迴歸分析檢定靈性領導對情緒調節與敬業貢獻間關係之干擾效果。

本研究根據資料分析結果，提出以下結論：
一、表達抑制情緒調節策略受表層偽裝之正向影響；認知重評情緒調節策略受深層偽裝之正向影響。
二、敬業貢獻受認知重評情緒調節策略之正向影響。
三、靈性領導會削弱表達抑制情緒調節策略與敬業貢獻之負向關係。

本研究根據上述之研究結果，提出下列建議：
一、針對金融服務工作者之特質，培訓適當之情緒管理能力
二、規劃情緒管理相關課程，提升情緒調節能力，進而增進敬業貢獻
三、營造互信與支持的企業組織文化，加入靈性領導行為

關鍵字

靈性領導 ； 敬業貢獻 ； 情緒調節 ； 情緒勞務

並列摘要

This study mainly discussed the relationships of emotional labor, emotion regulation and engagement and spiritual leadership as a moderator to research the interfering effect on the relationship between emotion regulation and engagement. We provided human resources management and organizational leadership suggestions to the financial service industry.

In this study, we proposed conceptual framework and research hypotheses after the literature reviewed about emotional labor, emotion regulation, engagement and spiritual leadership. The research method was survey by questionnaires, including the emotional labor scale, emotion regulation scale, spiritual leadership scale and engagement scale. The questionnaires participants were financial service employees, including banking, securities, insurance, post office, financial management companies, financial holding companies, etc. In this study, 580 questionnaires were sent, and 510 questionnaires were returned, a return rate of 87.93%. After discarding invalid questionnaires, a total of 480 valid questionnaires, the rate of valid samples were 82.75%.

After valid questionnaires collected, descriptive statistical analysis was conducted to understand the distribution of the sample data in personal background. Pearson correlation analysis was conducted to test the relationships of the dimensions of emotional labor, emotion regulation, engagement, and spiritual leadership. Structural equation model was conducted to test the effect emotional labor on emotion regulation and the effect emotion regulation on engagement. Hierarchical regression analysis was conducted to test the moderated effect of the spiritual leadership on the relationship of emotion regulation and engagement.

According to data analysis, the following conclusions were proposed in the study:
1. Expression suppression was positively affected by surface acting, and cognitive reappraisal was positively affected by deep acting.
2. Engagement was positively effect on expression suppression.
3. The negative relationship between expression suppression and engagement was be weaken by the moderating of spiritual leadership.

The following suggestions were proposed in accordance with the foregoing conclusions:
1. Trained emotional management capabilities for the financial service employees based on the personal characteristics.
2. Planned emotional management courses to enhance the ability of emotion regulation and thus enhancing engagement.
3. Promoted spiritual leadership to create the organizational culture of trust and support.

並列關鍵字

Engagement ； Emotion Regulation ； Emotional Labor ； Spiritual Leadership

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