情緒勞動在文化智商對角色內績效之調節效果-以澳門博弈事業之臺籍員工為例

The Relationship Between Cultural Intelligence and In-role Performance with the Moderating Effect of Emotional Labor: A Study from the Taiwanese Workers in Macau’s Casino

鄺慧秀(HUEI-HSIU KWANG)

指導教授 ： 陳心懿

國立臺北大學/商學院/企業管理學系/碩士(2016年)

摘要

本研究主要目的欲了解在跨文化的工作情境下，文化智商如何影響個人工作績效表現並探討情緒勞動對於個人文化智商與工作績效之間的關係存在如何的干擾效果。內容可分為二大部份。首先探討文化智商 (cultural intelligence)與工作績效(in-role performance)之關係；第二，探討情緒勞動之表層演出(emotional surface acting)對文化智商與工作績效關係間的調節效果；最後，探討情緒勞動之深層演出(emotional deep acting)對文化智商與工作績效關係間的調節效果。本研究以立意抽樣選取在澳門博弈企業工作之臺灣人為研究對象。紙本問卷共發放200份，回收有效樣本數為158份，有效回收率為79%；網路問卷共收集69份有效樣本，一共收集227份問卷。研究結果顯示：文化智商對工作績效具有正向預測效果；情緒勞動之表層演出對文化智商與工作績效之關係具負向調節效果；情緒勞動之深層演出對文化智商與工作績效之關係則不具調節效果。最後，提供研究結論、建議與限制以供學術界及實務界參考。

關鍵字

文化智商 ； 情緒勞動 ； 表層演出 ； 深層演出 ； 角色內績效

並列摘要

The purpose of the present study was to explore the role of cultural intelligence (CQ) and its effect on in-role performance of Taiwanese workers. The researcher also examined the moderating effect of two regulation strategies of emotional labor (surface acting and deep acting) on the relationship between CQ and in-role performance. Data were collected form Taiwanese laborers working in Macau. A paper-based (return rate: 79%) and on-line survey (about 69 copies) were completed by 227 Taiwanese laborers working in Macau’s gambling industries. The results showed that CQ was positively related to the in-role performance of Taiwanese workers. In addition, this study found that emotional surface acting negatively moderated the relationship between CQ and in-role performance. These findings suggested that CQ can serves as a predictor for cross-cultural effectiveness. Besides, learning how to decrease one’s own surface acting of emotional labor is another key factor in the service industry in being comfortable and effective at work. Implications for practice and direction for future research are offered.

並列關鍵字

Cultural intelligence ； Emotional labor ； Surface acting ； Deep acting ； In-role performance

參考文獻

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