主管情緒表現對部屬情緒勞務負擔影響之 研究—以社會支持為干擾變項

Translated Titles

On the Relationship between Emotional Expressivity of Superior and Emotional Labor Loading of Subordinate -Social Support as a Moderator





Key Words

社會支持 ; 情緒勞務負擔 ; 情緒表現 ; 情緒衝擊強度 ; Inpulse strength of emotion ; Emotional labor loading ; Emotional expressivity ; Social support



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Chinese Abstract

隨著國內經濟的發展,產業結構轉型為以服務業為主,企業為消費者提供服務的整體觀念與服務品質皆大幅提升,企業員工為提升顧客滿意度,必須表現出正向情緒的「情緒勞務」,成為一普遍的現象及現今發展的趨勢。過去對情緒勞務的相關研究多由產業著手,本研究期望對產業以外其他情緒勞務的前因變項加以探討。 本研究之研究目的,在探討主管情緒表現對部屬情緒勞務負擔之影響,以及社會支持對主管情緒表現與部屬情緒勞務負擔的干擾效果。本研究採用問卷調查法,填答者就本身情緒勞務負擔程度、所得到社會支持程度,及其對於直屬主管情緒表現的感受與認知填答,回收有效樣本共計390份。以信度分析、相關分析、階層迴歸分析等方法對資料進行分析。 研究結果發現:1.主管負向情緒表現對於部屬總體情緒勞務負擔有顯著影響,並且對其中的基本情緒表達、表層情緒控制、情緒多樣性等三構面具有顯著影響;2.社會支持對於總體情緒勞務負擔有顯著影響,並且對情緒勞務負擔的基本情緒表達、表層情緒控制、深層情緒偽裝、與顧客互動程度等四構面具有顯著影響,但為正向影響;3.主管情緒表現與社會支持之交互作用,對部屬情緒勞務負擔的影響不顯著。 綜合研究結果,本研究建議企業增加對員工情緒勞務負擔的重視、各級主管重視自身情緒表現對部屬的影響,及企業增加對員工的社會支持;對後續研究之建議方面,本研究建議發展適用於各產業之一般性情緒勞務負擔量表,考量員工工作中所面臨各方面之情緒勞務負擔,以作為後續研究情緒勞務負擔的衡量工具,並可對於情緒勞務相關議題作更深入探討,如研究情緒勞務負擔的其他前因變項、不同產業情緒勞務負擔差異比較、主管與部屬配對之情緒勞務研究等。

English Abstract

With the development of domestic economy, the industrial structure has changed into relying mainly on service trade; enterprises have improved a lot in service conception and quality provided to consumers. It is a general phenomenon and development trend that enterprise staffs must demonstrate positive emotion to improve customers’ satisfaction. The relevant researches were set about by industries more in the past; this research is expected to probe into the cause of the emotional labor loading beyond industries. This research aims to explore the relationship between emotional expressivity of superior and emotional labor loading of subordinate, and social support is tested as a moderator. Surveyed questionnaire includes emotional labor loading, social support and emotional expressivity of superiors that cognized by subordinates who answer the questionnaire. Three hundred and ninety questionnaires are valid sample that returned. Reliability, correlation, and regression analysis are used as analysis method. The results indicat that: 1. Negatively emotional expressivity of superior is significantly related to emotional lobaor loading of subordinate; 2. Society support is significantly related to emotional labor loading; 3. Social support not significantly moderates the emotional expressivity of superior—emotional labor loading of subordinate. From these findings, we suggest that enterprises may pay more attention to the emotional labor loading of staffs, superiors need to realize their influences of emotional expressivity on subordinates, and enterprises should promote social support to help staffs. Suggesions to follow-up studies are developing a general emotional labor loading scale which could apply to various industries to be used as a measure tool for further studies, studying other causes of emotional labor loading, comparing emotional labor loading of different industries, and pairing superior and subordinate to study their emotional labor.

Topic Category 商學院 > 企業管理研究所
社會科學 > 管理學
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