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題名:歡喜受-甘願作:休閒產業員工工作情感經驗前因後果之研究
作者:李宜玲
作者(外文):Yi-Ling Lee
校院名稱:雲林科技大學
系所名稱:管理研究所博士班
指導教授:陳沁怡
學位類別:博士
出版日期:2006
主題關鍵詞:工作情感情感事件理論轉換型領導組織公民行為休閒產業work affect theorytransformational leadershipwork affectleisure industryorganization citizenship behavior
原始連結:連回原系統網址new window
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綜觀組織研究的發展,情緒的角色已由長期被漠視逐漸進展至今位處核心,但學者也指出組織情緒的研究仍有許多研究缺口有待填補。待解的問題包含工作者的情感經驗內涵、影響工作情感經驗的組織與個人因素,以及工作情感對員工自身及其工作組織的影響。 回應學者情緒研究的缺口填補,本研究包含兩個主要子研究,研究一首先透過對情緒研究的文獻回顧與探索,嘗試釐清情感的概念、內涵與組成,進而探索本土情感經驗的內涵,建構情感的階層架構。植基於情感階層架構基礎,研究者進而發展足以反應國人情感經驗的衡量工具,並檢視此一工具於工作場域衡量工作情感經驗的適用性。 研究二則是植基於情感事件理論,結合轉換型領導與組織公民行為的概念,提出工作情感的前因後果模式,以休閒產業從業人員為對象加以實証,並對產業提出真正受用的管理作為建議。
選擇休閒產業從業人員為調查對象原因包含產業的重要性,以及休閒產業員工工作任務的特性。世界觀光旅遊委員會(WTTC)估計到2010年全球約有2.5億的休閒從業人口,並且產業規模將達全球GDP的11.6%;無論就產值貢獻或就業機會的提供而言,休閒產業已成為許多國家經濟發展中的要角。 而休閒產業的特性之一在於其有形無形產品之製造與傳遞均須仰賴員工,員工是企業核心競能的關鍵要素,其工作態度與行為對於顧客消費滿意與企業的經營績效影響甚鉅。就內部行銷的觀點而言,員工是組織首應重視的顧客,員工工作的身心福祉應為企業所關注,休閒產業中這些理想氣氛的營造者、輕鬆歡樂的製造者,工作時自身的情感經驗及其前因後果值得關注。
研界結果,研究一的部分在於釐清本土的情感經驗內涵與架構,植基於語彙理論,研究者對情緒語彙及其指向的概念所進行分析建構了本土情感經驗的階層架構。研究發現與西方學者的研究相較有相同與相異處,類同的基本情緒類別包含「快樂」、「愛」、「沮喪」、「憤怒」、「悲傷」、「恐懼」等,而本土情感架構中較為獨特的是有一類與「羞」、「辱」、「恥」相關的情緒,這在西方研究較少被突顯,但與學者對中國大陸情緒內涵與呈現的研究結果卻是頗為相應。這個有趣的結果除了呼應學者指出情感經驗具有跨文化的相似性與獨特性的觀點之外,似乎也意涵者縱然兩岸有地理上的區隔,但華人社群普遍受到相同的文化傳承影響,對於生命境遇的某些經驗感受,相較於西方文化會更被突顯與傳承。
研究二在於對植基於情感事件理論與轉換型領導及擴大組織公民行為概念所提出的工作情感經驗前因後果模式之實證檢驗。 研究採問卷調查法,對休閒產業員工共發放480份問卷,實際有效問卷為381份,有效回收率為79.38%。 針對有效問卷進行敘述性統計,獨立樣本t檢定,單因子變異數分析,相關分析,迴歸分析,集群分析以及結構方程模式等統計分析。 結果顯示,工作情感與組織公民行為具相關性,並且正負向工作情感對組織公民行為都具有顯著解釋力 (R2 =21.8%,β=.410,β= -.254,P <.000)。 分析結果亦顯示,轉換型領導與員工工作情感具相關性,其中鼓舞關懷與智識啟發的領導行為對正向工作情感的解釋變異為12.1%(β=.207,P <.01; β=.150,P <.05),魅力影響則是對於負向工作情感具解釋力(R2 =.070,β= -.237,<.001),因此主管越多轉換型領導行為,則員工正向情感經驗越高,負向情感經驗越低。階層迴歸分析則是驗證轉換型領導與員工組織公民行為關係中,工作情感經驗具中介效應,支持了學者認為轉換型領導是作用於員工情緒面的直觀推測。 個別差異的部分,研究發現五大人格特質中的「開放性」、「外向性」及「宜人性」特質對於正向作情感具有解釋力(R2=.184,β=.249,.136,.173),而「嚴謹性」與「神經質」則對負向工作情感具解釋力(R2=.075,β=-.155,.143)。 再以情感經驗對員工加以分群,休閒產業員工的情感經驗組態可以分為「小樂少苦」、「愛苦交織」、「喜樂少苦」、「小樂小苦」四群,進一步檢驗不同情感經驗組態的族群在組織公民行為表現上確實有顯著差異,總體而言以「喜樂少苦」組的員工組織公民行為表現最高。 最後以結構方程模式對整體理論模式架構進行檢定,模式配適度良好,研究變項間徑路關係也多符合假設推論(χ2 /df = 2.10; NFI=.91; NNFI=.94; CFI=.95; GFI=.90; AGFI=.86; RMSEA=.054)。
本研究的主要貢獻在於對近年來管理學者大聲疾呼填補組織研究中情感面向缺口的具體回應,研究首先釐清本土情感經驗的內涵,並建構得以呈現各類情緒關係的情感階層架構,研究的結果有助於為本土與跨文化情感研究奠定一個得以續探與比較的基礎點。 研究者進一步發展本土的工作情感衡量工具,解決了直接翻譯西方情感量表語言概念不全等以及情感經驗不全同的問題,得以提供本土情感研究一個更貼切捕捉情感經驗的工具。 最後工作情感前因後果觀念模式的實證驗證了轉換型領導、員工作情感與組織公民行為的關係。 此一結果有助於喚起休閒產業經營者對員工作情感議題的關注,並且思考如何藉由領導作為,增進員工正向工作情感經驗,減少負向情感經驗,進而影響其角色內外的行為表現,以達成組織、員工、顧客三贏的理想結果。
Organizational researchers have been paying more attentions on the role of emotion in recent years, however there are still some major gaps need to be filled. One of the unsolved problems involves the content, antecedents and consequences of work affect, therefore the major purpose of this research to response to this important but unsealed gap of organizational research. There two major studies in this research, the objects of study one include to reveal the content of affect in Chinese society, to construct the hierarchical structure of affect, and to develop a work affect measurement instrument which can capture Chinese work affect better. The study two is an empirical study which is based on Affect Event Theory. The researcher constructed a conceptual framework concerning transformational leadership, work affect and employee organizational citizenship behaviors, and the relationships among the research variables were clarified through empirical data collection and analyses.
The results of study one illustrated the content of affect of Chinese society in Taiwan. By analyzing the lexical similarity of emotional words in traditional Chinese, seven basic emotions were identified which are happy, love, depression, anger, sadness, fear, and shame, and a hierarchical structure of affect were also constructed. The similarities and differences of basic emotions in Chinese and Western society were discussed. Moreover, based on the hierarchical structure of affect and the analyses of work affect diary of 47employees for two weeks in leisure industry, a work affect measurement for Chinese society were developed and the validity were tested.
In study two, a conceptual framework of employee work affect was proposed and related hypotheses were formulated and examined based on the Affect Event Theory and concepts of transformational leadership and organization citizenship behavior. Due to the economical importance and the job characteristics of leisure industry, the research objects chosen in study two are employees of leisure industry in Taiwan. A total of 480 employees of leisure industry were surveyed by questionnaires, in which 381 have responded to the researchers, the valid response rate is 79.38%. The results showed that transformational leadership behaviors are significantly related to employee work affect. Personal consideration and intellectual inspiration behaviors conducting by supervisors can explain positive work affect significantly(R2 =.121,β=.207,P <.01; β=.150,P <.05), and the charismatic influence of supervisor can explain employee’s negative work affect significantly(R2 =.070,β= -.237,<.001). The result also indicated the big five personality of employees are related to their work affect significantly, the personal traits of openness, extraversion, and agreeableness can explain positive work affect significantly (R2=.184,β =.249,.136,.173),the conscientiousness and neuroticism have explain power on negative work affect (R2=.075,β=-.155,.143)。 The result also indicated that employee work affect is related to OCB, both positive and negative work affect have explanation power on employee OCB(R2 =21.8%,β=.410,β= -.254,P <.000). In addition, the mediating effect of work affect between transformational leadership and employee OCB was validated by conducting a hierarchical regression analysis. The researcher also conducted a cluster analysis with employee’s work affect experiences, and four groups with different configuration of work affect were identified. The results of ANOVA test show that the group with work affect composing of higher happy, love, and lower negative affect conducts more OCB than other three work affect configuration groups. Finally, a causal path model was then tested by LISREL 8.5, yielding a sound fit (χ2 /df = 2.10; NFI=.91; NNFI=.94; CFI=.95; GFI=.90; AGFI=.86; RMSEA=.054)。
The major contribution of this study is to clarify the content and structure of affect of Chinese society in Taiwan. The researcher also developed a work affect measurement which can capture local work affect better. The proposed conceptual model of work affect was validated by empirical data, and useful managerial practices were suggested based on empirical evidences.
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