Individual Differences in the Effects of Emotional Work on Job Satisfaction and Organizational Commitment: The Moderating Effects of Locus of Control and Role Identity

情緒勞務對工作滿意度與組織承諾之影響的個人差異：內外控與角色認同的調節效果

李力昌(Li-Chang Lee) ； 吳煜晧(Yu-How Wu) ； Gary Howat

《東海管理評論》 10卷1期 (2008/07) Pp. 47-87

摘要

針對服務組織情緒勞務的研究，在近年來吸引了許多的注意。過去對情緒勞務後果的研究結果並不一致。這顯示這個概念仍然需要更進一步的釐清，而且研究其影響的個別差異之研究當有助益。以過去的文獻與研究為基礎，本研究假設內外控與角色認同對以下變數之間的關係具有調節（干擾）的效應：第一、展示規則與情緒努力之間；第二、情緒努力與工作滿意度／組織承諾之間。研究結果顯示內外控與角色認同具有顯著的調節效果。傾向內控的人，在展示規則與情緒努力之間存有負面關係，但在情緒努力與工作滿意度／組織承諾之間則有正面的關係。在角色認同的效果上，較認同其旅館服務工作角色者，負面關係存在展示規則與情緒努力之間，而正面關係存在情緒努力與工作滿意度／組織承諾之間。研究結果建議內外控傾向與角色認同對服務組織在情緒管理上具有實質的意義。

關鍵字

情緒勞務 ； 展示規則 ； 情緒努力 ； 工作滿意度 ； 組織承諾 ； 內外控 ； 角色認同

並列摘要

The study of emotional labor has garnered significant attention recently. Past research showed inconsistent results for consequences of emotional labor. It was suggested that clarification of the concept and studies of individual differences help to advance knowledge about this inconsistency. Based on the literature, it was hypothesized that locus of control (LC) and role identity (RI) have moderating effects on the relationships between: firstly, display rule (DR) and emotion work (EW); and secondly, between EW and job satisfaction (JS) and organizational commitment (OC). Results show significant moderating effects of LC and RI on these relationships. For 'internals', a negative relationship between DR and EW, and positive relationships between EW and JS/OC were found. For higher RI, a negative relationship between DR and EW, and positive relationships between EW and JSIOC were found. It is suggested that LC and RI have different implications for the practice of emotion work.

並列關鍵字

Emotional labor ； Display rule ； Emotion work ； Job satisfaction ； Organizational commitment ； Locus of control ； Role identity

參考文獻

Ashforth, B.E.,Humphrey, R.H.(1993).Emotional Labor in Service Roles: The Influence of Identity.Academy of Management Review.18(1),88-115.

Ashkanasy, N.M.,Hartel, C.E.J,Daus, C.S.(2002).Diversity and Emotion: The New Frontier in Organizational Behavior Research.Journal of Management.28(3),307-338.

Barbuto, J.E.,Moss, J.A.(2006).Dispositional Effects in Intra-Organizational Influence Tactics: A Meta-Analytic Review.Journal of Leadership and Organizational Studies.12(3),30-52.

Baron, R.M.,Kenny, D.A..(1986).The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations.Journal of Personality and Social Psychology.51(6),1173-1182.

Blau, G.J.(1987).Locus of Control as a Potential Moderator of the Turnover Process.Journal of Occupational Psychology.60(11),21-29.