主管情緒勞動對部屬知覺真誠領導、信任與承諾感之影響-兼論團隊之跨層次干擾效果

An empirical study of the manager’s emotional labor impact on subordinate’s perceived authentic leadership, trust and commitment -and discussion the cross-level moderation effect of team

張義東(I-Tung Chang)

指導教授 ： 莊立民

長榮大學/管理學院/經營管理研究所(博)/碩士(2010年)

摘要

過去組織行為領域有兩大研究主流，分別是：一、綜觀觀點，重點為：理論建構、方法運用以及數據分析，並以跨層次的方法來連結組織行為中微觀與巨觀的構念；二、中介效果觀點，重點為建構以及分析過程的合理化，並運用中介模式，來連結前因後果及結果構念之相關研究。至今，兩大研究主流仍然缺乏系統性的整合，Mathieu & Taylor(2007)提出「綜觀中介」(meso-mediated)觀點，重點在同時關注多層次和中介研究的整合，主張以跨層次的模式來進行研究分析，此種研究途徑有助於建立完整且嚴謹的組織行為研究模式。
基於上述研究觀點，本研究以銀行業分行最高主管的「情緒勞動」為主要的自變項，銀行行員的「組織承諾」為主要的依變項，探討二元配對樣本的「情緒勞動---組織承諾」關係模式，並加入「真誠領導認知」、「信任」中介變項，形成「情緒勞動---部屬認知真誠領導---信任---組織承諾」之中介模式，以強化探討關係模式中構念間相互影響歷程之探討。此外，基於「綜觀中介」(meso-mediated)觀點，本研究更加入「團隊氣候」及「團隊效能」之跨層級干擾之分析，以強化本研究建構關聯模式之整體預測能力。
本研究有效回收台灣10家銀行，52家分行，262位行員之樣本資料，透過多變量分析分析配對樣本資料，研究結果發現：「情緒調節」對「情緒勞動」、「情緒勞動」對「真誠領導認知」、「真誠領導認知」對「信任」以及「信任」對「組織承諾」皆具有顯著且正向之影響。此外，「情緒勞動」、「真誠領導認知」以及「信任」之中介效果都相當顯著。而「團隊氣候」對「情緒調節」和「情緒勞動」的跨層次干擾效果以及「團隊效能」對「真誠領導認知」對「信任」的跨層次干擾效果也都相當顯著。本研究建構之「情緒勞動---部屬認知真誠領導---信任---組織承諾」中介效果關連模式以及「團隊氣候」及「團隊效能」之跨層級干擾研究模式，其研究結果將有助於後續研究者進行更嚴謹的組織行為實證研究，同時產業界也應正視主管情緒管理以及團隊績效對於部屬產出與向心力影響的重要議題。

關鍵字

情緒勞動 ； 真誠領導 ； 組織承諾 ； 信任 ； 跨層次干擾效果

並列摘要

There were two major research mainstreams, comprehensive concept and the mediating effect, respectively, with regard to the regime of organizational behavior in the past. The former focused on theoretical constitution, method application, and data analysis, connecting constituting perspectives of micro as well as macro in organizational behavior by utilizing cross-level method, the latter concentrated on rationalization of the process of constitution and analysis, employing mediating model to connect and combine relevant studies of cause and effect and resulting concept. As of today, the two major research mainstreams still lack systematic integration. Mathieu & Taylor (2007) proposed the meso-mediated concept, emphasizing the integration of simultaneous attention to multi-level and mediating research, and suggested that research analysis be conducted by means of cross-level model. The approach to the study helps construct complete and strict model of research of organizational deeds.
Based upon the above-mentioned research viewpoint, the purpose of this study aims to explore the model of relation of “emotional labor-“organizational Commitment” of bilateral matching sample, adding mediating variables of “authentic” ,“commitment,” and “trust” by capitalizing on emotional labor of the highest-level supervisors in banking industry as the main dependent variable to form the mediating model of “emotional labor-subordination recognition of authentic leadership-trust-organizational commitment” with a view to reinforce the investigation of the procedure of interactive influence between constituting concept in the model of relation. Additionally, in accordance with the meso-mediated outlook, this study proceeds to add the analysis of cross-level interference of “team climate” and “team effectiveness” in an attempt to construct the overall predicting ability of associative model.
This research effectively collects sample data from 262 bank tellers belonging to 10 banks and 52 branches, analyzing the data of matching samples via multi-variable analysis, and consequently, discovers that “affective vvent” makes a significant and positive effect on “emotional labor,” and so does “emotional labor” on “recognition of authentic leadership,” “recognition of authentic leadership” on “trust,” and “trust” on “organizational commitment.” In addition, the mediating effect of “emotional labor,” “recognition of authentic leadership,” and “trust” are rather eminent. Besides, the cross-level modelration effect “team climate” has on “affective event” and “emotional labor” as well as effect “team effectiveness” on “recognition of authentic leadership” and “trust” are fairly significant. The associative model of the mediating effect and cross-level modelration research model of “emotional labor-subordination recognition of authentic leadership-trust-rrganizational commitment “ and “team climate” as well as “team effectiveness constituted by this research have come to a consequence which may aid the subsequent researchers in conducting a more serious practical research of organizational behavior. Production industry, meanwhile, is supposed to face emotional management of supervisors as well as the significant issues regarding the impact “team effective” has on subordination outcome and loyalty squarely.

並列關鍵字

Emotional Labor ； Authentic Leadership ； Organizational Commitment ； Trust ； Cross-level moderation effect

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