難應付客戶之頻次、情緒勞動與情緒耗竭之間的關係-以情緒智力、知覺主管支持與激勵制度為調節效果

The Relationships among Difficult Customer, Emotional Labor and Emotional Exhaustion: The Moderating Effect of Emotional Intelligence, Perceived Supervisor Support and Motivation System

許祐嘉(YU-CHIA HSU)

指導教授 ： 蕭婉鎔

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2011年)

摘要

過去有關情緒勞動之研究，多著重於個人特質或情境單一層次之探討。本研究除了探討難應付客戶之頻次、情緒勞動及情緒耗竭間之關係外，也以互動論的觀點，探討當遇到難應付客戶之頻次（環境變項）與服務人員的情緒智力（個人變項）對於情緒勞動的影響；服務人員本身情緒勞動（個人變項）與組織中知覺主管支持及激勵制度（環境變項）對於情緒耗竭的影響。本研究採取問卷法，以服務業的第一線員工為研究對象。研究結果發現，難應付客戶之頻次越高，員工之情緒勞動越大；員工情緒勞動越大，情緒耗竭的嚴重度越高；情緒勞動在難應付客戶之頻次與情緒耗竭間具有部分中介效果；情緒智力於難應付客戶之頻次與情緒勞動間之關係具顯著調節效果；知覺主管支持及激勵制度對於情緒勞動與情緒耗竭間關係之調節效果不顯著。最後本研究將根據研究結果，進一步說明未來的研究方向以及管理上的實務意涵。

關鍵字

難應付客戶之頻次 ； 情緒勞動 ； 情緒耗竭 ； 情緒智力 ； 知覺主管支持 ； 激勵制度

並列摘要

The past research of emotional labor, most studies tended to emphasize on either personal characteristics or situational effect. This paper researched how environmental variables and personal variables influenced emotional labor and emotional exhaustion by the view of interactionism. The purpose of this study was not only researched the relation among difficult customer, emotional labor and emotional exhaustion, but also be researched the moderating effect of emotional intelligence , perceived supervisor support and motivation system. Questionnaire was used to collect data from the first-line employees in the service industry. First, the result of this study indicated that the employee's emotional labor was greater when they encountered with difficult customers more frequently. Second, higher level of emotional labor was likely to increase higher level of emotional exhaustion. Third, emotional labor played a partial mediating effect on the relationship between difficult customer and emotional exhaustion. Fourth, emotional intelligence had significant moderating effect on the relationship between difficult customer and emotional labor. Fifth, perceived supervisor support had nonsignificant moderating effect on the relationship between emotional labor and emotional exhaustion. Sixth, motivation system had nonsignificant moderating effect on the relationship between emotional labor and emotional exhaustion. Implications for management practice and suggestions for further research were proposed.

並列關鍵字

Difficult customer ； Emotional labor ； Emotional exhaustion ； Emotional intelligence ； Perceived supervisor support ； Motivation System

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