銀行櫃員工作特性、情緒勞務與工作滿足對組織承諾影響之研究

A study on the influence of job characteristics, emotional labor and job satisfaction on organizational commitment

葉佳綺(Chia-Chi Yeh) ； 黃能堂(Neng-Tang Huang)

《就業與勞動關係季刊》 2卷3期 (2012/12) Pp. 358-387

https://doi.org/10.6674/TWELRQ.201212_2(3).0005

摘要

本研究旨在探討銀行櫃員之工作特性、情緒勞務、工作滿足與組織承諾之間的關係，並以組織承諾為依變項，分析工作特性、情緒勞務、工作滿足對組織承諾之影響效果，並研究工作滿足在工作特性與組織承諾間、情緒勞務在工作特性與組織承諾間以及工作滿足在情緒勞務與組織承諾間之中介效果。研究採問卷調查法，有效回收問卷共312份。研究發現：銀行櫃員之工作特性、情緒勞務、工作滿足與組織承諾間皆存在顯著正相關關係，工作滿足在工作特性與組織承諾間具有部分中介效果，情緒勞務在工作特性與組織承諾間具有部分中介效果，工作滿足在情緒勞務與組織承諾間具有完全中介效果。

關鍵字

工作特性 ； 情緒勞務 ； 工作滿足 ； 組織承諾

並列摘要

The study was aimed to explore the correlation among Job Characteristics, Emotional Labor, Job Satisfaction and Organizational Commitment. The study adopted questionnaire survey to make an investigation on the S bank's clerk. 345 questionnaires were distributed and resulted in 312 valid responses. The data was analyzed by methods including independent sample t test, ANOYA, Pearson correlation and multiple regression analysis. The result of the study is that Job Characteristics, Emotional Labor, Job Satisfaction, and Organizational Commitment show remarkable positive correlation in between. The Job Satisfaction had only the partial mediation effect on the relationship between Job Characteristics and Organizational Commitment. The Emotional Labor had only the partial mediation effect on the relationship between Job Characteristics and Organizational Commitment. The Job Satisfaction had only the complete mediation effect on the relationship between Emotional Labor and Organizational Commitment.

並列關鍵字

job characteristics ； emotional labor ； job satisfaction ； organizational commitment