探討情緒勞務、幽默感與工作滿意度對工作績效之影響─以補教業櫃台人員為例

The Study of Emotional Labor, Sense of Humor and Job Satisfaction Influence on Work Performance ─A Case Study of Counter Staff in Extracurricular Education Industry

林宗標(Zong-Piao Lin)

指導教授 ： 周少凱

嶺東科技大學/管理學院/高階主管企管碩士在職專班/碩士(2012年)

https://doi.org/10.6823/LTU.2012.00010

摘要

本研究是以大台中地區之補教業櫃臺人員為對象，探討提升櫃臺人員之工作滿意度帶動補習班報名率之效益，以及試圖瞭解櫃臺人員之情緒勞務對工作滿意度的影響，並以幽默感做為干擾變項；使用問卷發放之方式進行量的驗證分析，並以質化方式來探討幽默感與工作滿意度以及工作績效之影響；在量化資料的統計分析上，採用SPSS17.0套裝軟體進行分析。本研究發現情緒勞務與幽默感為工作滿意度的重要影響參數，且具相關性，並經由迴歸分析得知幽默的理解能力具工作中情緒勞務的調劑效果，並可降低對工作不滿足的程度。本研究證實櫃臺人員之工作滿意度受情緒勞務與幽默感影響，能提供補教業者瞭解櫃臺人員之情緒，注重工作環境的幽默氣氛，以提升櫃臺人員之工作滿意度，期有效提升補習班之報名率，供主管人員作為管理之參考。

關鍵字

情緒勞務 ； 幽默感 ； 工作滿意度 ； 補教業 ； 櫃臺人員

並列摘要

The study focuses on the counter staff of the extracurricular education industry in the Greater Taichung region to examine how their job satisfaction influences the enrolment rate of the cram schools. In addition, the study also attempts to determine the influence of the counter staff's emotional labor on job satisfaction, while sense of humor is used as the extraneous variable. The survey questionnaire method is used as a quantitative analysis, and the qualitative method is employed to study the correlation between sense of humor, job satisfaction, and work performance. The quantitative data statistical analysis is conducted through the SPSS17.0 suite. The study reveals that emotional labor and sense of humor are influential parameters of job satisfaction, they are also correlated. Furthermore, through regression analysis, the result reveals that the comprehension of humor has an alleviating effect on emotional work labor. It also reduces the level of dissatisfaction towards work. The study proves that the job satisfaction of counter staff is influenced by emotional labor and sense of humor. It allows the extracurricular education industry to understand the emotions of the counter staff, to place more emphasis on creating a humorous ambiance at work, and to enhance the job satisfaction of the counter staff. The objective is to effectively boost the enrolment rate of cram schools and to provide the management with a reference.

並列關鍵字

Emotional labor ； sense of humor ； job satisfaction ； extracurricular education industry ； counter staff

參考文獻

參考文獻

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