以情緒勞動為中介變項探討自我警覺與員工正面情感傳遞之關係

The Mediation Effect of Emotional Labor on the Relationship between self-monitoring and Employee Positive Affective Delivery

林少龍(Shao-Long Lin) ； 李文廷(Wen-Ting Lee) ； 陳曉天(Shao-Tien Chen)

《東亞論壇》 463期 (2009/03) Pp. 111-130

https://doi.org/10.29705/EAR.200903.0008

摘要

本研究的主要目的在探討自我警覺、情緒勞動（淺層演出及深層演出）及員工正面情感傳遞之關係。本研究採用問卷調查法，總計回收有效問卷303份，回收率86.57%。研究結果顯示：自我警覺對淺層演出及深層演出皆呈現正向影響；淺層、深層演出對員工正面情感傳遞分別具負向及正向影響。但自我警覺對員工正面情感傳遞並無直接影響，自我警覺乃是經由淺層演出及深層演出的中介效果而負向及正向影響員工正面情感傳遞。本研究討論發現在理論及管理實務上之意涵，並且提出未來研究的建議。

關鍵字

情緒勞動 ； 自我警覺 ； 員工正面情感傳遞

並列摘要

The study used questionnaire survey research to examine the relationship among self-monitoring (SM), emotional labor (surface acting and deep acting) and employee positive affective delivery (EPAD) with a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that SM influenced surface acting and deep acting positively; surface acting and deep acting both affected EPAD negatively and positively respectively; but SM did not affect EPAD. However, the results of path analysis revealed the surface acting and deep acting negatively and positively mediated the relationship between SM and EPAD. The authors discussed the implications for theory and practices, and suggestions for the further study.

並列關鍵字

emotional labor ； self-monitoring ； employee positive affective delivery

參考文獻

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